A STUDY ON FACTORS AFFECTING CUSTOMER SATISFACTION IN E-BANKING KPK, PAKISTAN PDF Download
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Author: MEHBOOB AHMED (TP030239)
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 53
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Book Description
Author: MEHBOOB AHMED (TP030239)
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 53
Get Book Here
Book Description
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Abstract: Unlike many developed countries, internet banking is a new phenomenon for Pakistani consumers as majority of banking customers seems to be fairly unfamiliar with different aspects of this service. This can be due to the diverse educational backgrounds, level of internet access, personal experiences and different socio-cultural backgrounds of customers. The present study looked at various factors influencing adoption of internet banking in Pakistan. The study used survey methodology with a sample of 250 individuals. Results of the research revealed reluctance to change has no significant impact on adoption of internet banking. On other hand access to internet, ease of use and security and privacy are found to be critical factors influencing adoption of internet banking. The results of the present study may facilitate policy makers and bank management to advance electronic banking services in Pakistan in a befitting manner. Lastly, managerial implications, study limitations and futur
Author: Ahmad Pasha
Publisher:
ISBN:
Category :
Languages : en
Pages : 10
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Book Description
This study measures the determinants of customer loyalty in the banking sector by analyzing variables such as customer satisfaction, brand trust, perceived price and service quality. Being a descriptive study, survey method is adopted for data collection. For data collection purpose, a questionnaire on the 5-point Likert scale was adopted and distributed among customers of banks. Reliability of instrument is determined by using Cronbach's Alpha. Correlation and regression techniques are used. The findings of the research reveal that perceived value, service quality, customer satisfaction, and brand trust significantly influence customer loyalty.
Author: Zohra Saleem
Publisher: LAP Lambert Academic Publishing
ISBN: 9783845402499
Category :
Languages : en
Pages : 148
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Book Description
Mobile Banking has marked this decade as the latest technological advancement in financial sector. The motive behind adopting this technology is to provide customers ease of use and swift banking services at their door step. The advent of internet has led to M-commerce. It has enabled customers to conduct banking business with the help of mobile telecommunication devices. Developing countries like Pakistan have recently adopted this technology which has provided an opportunity for research, forecasting the factors that determine technology adoption. The study incorporates five factors of technology adoption: organizational, technological, strategic, functional and economic factor. The purpose of the study is to identify which of these factors perceive significance with respect to customer satisfaction.
Author: Saadia Khaleel
Publisher: LAP Lambert Academic Publishing
ISBN: 9783848445295
Category :
Languages : en
Pages : 80
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Book Description
Development in electronic banking technology has produced latest techniques of managing financial transactions, especially through the internet banking channel. In Pakistan, online banking is still a new technology and in its early stages as compared to developed countries. The key objective of the study is to investigate and analyze the factors that influence the customers to use online banking services. A total of 203 survey sample was tested in this research. Theoretical framework includes security, awareness about services and benefits, quality of internet connection, trust, perceived usefulness, perceived ease of use, intention to use internet banking and attitude towards using. Regression analysis was used to check the inter dependency among the relevant constituent and to test the hypothesis empirically. Results show that security, awareness about services and benefits, quality of internet connection, trust, perceived usefulness, perceived ease of use, attitude towards using have a significant impact on customer perception to use internet banking services.
Author: Poonam Sawant
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Customer satisfaction is one of the major factors to measure the performance of banks. This paper presents the impact of e-services on customer satisfaction. A comparative study of customer satisfaction level in three major public sector banks (State Bank of India, Bank of Maharashtra and Bank of Baroda) and three major private sector banks (ICICI Bank, HDFC Bank and Federal Bank) is done, with special reference to the problems faced by customers using online services. The paper also examines the relationship between various online facilities, factors affecting the choice of Internet banking and its interplay with customer satisfaction.
Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Author: Abdus Sattar Abbasi
Publisher:
ISBN:
Category :
Languages : en
Pages : 0
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Book Description
Customer loyalty always remains a prime concern for business organization. The purpose of this is to identify key factors which influence customer loyalty around the globe in general and in Pakistan in particular. This study investigates the correlation between these factors and customer loyalty through hypotheses testing. The study was carried out by taking a sample of 150 respondents. Data were collected through questionnaire containing 14 items and analyzed in SPSS. Results of the study indicate a positive relationship among customer satisfaction, customer relationship, image of the product, trustworthiness and customer loyalty. This study concludes that long-term success and sustainable reputation of an organization depends on customer loyalty. The study recommends that the 'customer is always right' is a golden principle to attain customer loyalty.
Author: Peyman Akbari
Publisher:
ISBN:
Category :
Languages : en
Pages : 8
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Book Description
According to the trend of using electronic banking service due to its unique features and presence of Bank for funds transfers, electronic banking as an integral part of electronic commerce has a major role in its implementation, on the other hand, studies show that customer satisfaction on customer retention consequently are effective on profitability and success of organizations in the arena of competition. This study is comparative and ranking factor affecting the adoption of electronic banking services by customers in the public and private banks in Kermanshah province by using Pikkarainen model. This research has used a questionnaire simply randomly distributed to 900 customers of Sepah, Maskan, Ansar and Saman Banks. Validity of the questionnaire was confirmed by a number of university professors. Their reliability was obtained with Cronbach's alpha coefficient questionnaire; 0.865 & 0.759 for governmental and private banks. The method of this study is descriptive-survey research. Study period is the second half of 2011. T-test, Regression and Friedman test were employed to test hypotheses and to rate factors influencing adoption of E-banking in customers viewpoints. Results support hypotheses (1-6) relating the level of six factors effects (including usefulness, easy to use, enjoyment, providing information, security and confidentiality, and quality of internet communication) on customer's use of E-banking services provided by Sepah, Maskan, Ansar and Saman Banks. The seventh hypothesis that indicates ranking of providing information Factors, has the highest rank From the perspective of customers in Public Banks, Also enjoyment has the highest rank From the perspective of customers in Private Banks.
Author: Sanjeev Pradhan
Publisher:
ISBN: 9783346068958
Category :
Languages : en
Pages : 24
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Book Description
