customer satisfaction in banking sector literature review

Access scientific knowledge from anywhere. Customer satisfaction surveys are your opportunity to learn more about not only your customer’s satisfaction levels, but also the banking industry and the choices your company makes to improve its attractiveness on the market. In the, competitive and dynamic environment it becomes mandatory to find out the customer, Banking industry has changed drastically. Electronic banking is the application of Telecommunication devices to perform banking transactions (Okoro 2014) .E-banking has brought in a great change in Nigerian banking sector. Kaur, N., & Kiran, R. (2015). fundamental factors like product attributes, employee characteristics, customer convenience. CCTV Solutions; Door Entry Access Systems; Fire Alarm Systems; Fire Extinguishers; Intruder Alarms ; Guarding and Facilities. The results are two-fold. If the performance of a bank falls short of these expectations, the customer becomes dissatisfied. Customer satisfaction surveys are your opportunity to learn more about not only your customer’s satisfaction levels, but also the banking industry and the choices your company makes to improve its attractiveness on the market. showed that price factor was the main concern for 50 percent customers. Based on their empirical analysis, they have concluded that the determinants of satisfaction in retail banking are driven by a number of factors which also include service quality dimensions. We also use cookies to verify your financial information and identity and for fraud prevention purposes. Banks are adopting different softwares and, technological aspects to make their customers satisfied. To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. In Pakistan, banking From traditional banking where customers use to walk, to bank, take and fill the form and after that standing in the line for depositing and withdrawing, where the attention or we can say that focused attention is on differentiate customer services as, satisfaction of customer through advance quality services, lesser cost of documentation, attention has shifted to look up the service quality, when customer come in to the bank and, having personal contact with the bank employee. determinants of service quality like reliability, assurance, tangibility. Customer satisfaction Customers are very much happy with mobile banking transactions, according to Nagaraju the most effective factor of mobile banking is customer’s satisfaction [32]. and returned questionnaires of e-banking customers and interview with four branches of the two commercial banks which have started e-banking service in Gondar City when this study was conducted. The literature of satisfaction advocates satisfaction as an result as well as a process (Yi, 1990; and Parker and Mathews, 2001). LITERATURE REVIEW 1. INTRODUCTION. He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty. Literature Review Customer satisfaction is an evaluation of difference between prior expectations about product and its actual performance. 1.0 Background to the study.. exchange transactions (Kam & Riquelme, 2007). The fulfilment of the customer expectation and need results in the customer satisfaction. very interesting driver is customer satisfaction in all the drivers which contribute, behavior of customers. independent variable. IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN THE RETAIL BANKING SECTOR Gaura Nautiyal Assistant Professor, Banarsidas Chandiwala Institute of Professional Studies, New Delhi Abstract Recent reports suggest that India’s banking sector is set to emerge as the fifth largest worldwide by 2020 and the third largest by 2025. My literature research has revealed that customer satisfaction can be defined as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. Today, there are multiple operations are performed by the bank and they provide a variety of services and products of almost every segment of the economy. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. A STUDY ON CUSTOMER SATISFACTION TOWARDS HOUSING LO AN IN BANKING SECTOR WITH REFERENCE TO CORPORATION BANKS Dr. N. SHANI Professor & Head, Akshaya Institute of Management studies, Coimbatore. The high quality relationship with customers is the main influence of a successful Other important divisions such as the objectives of the study, the problem, limitation and the methodology will be presented. Customer Satisfaction Banking has devoted increased attention to quality of service and greater efforts have been made to reach a high level of service quality in order to satisfy clients [4]. E-banking Complexities and the Perpetual Effect on, Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating, Molina, A., Martín-Consuegra, D., & Esteban, Á. satisfaction causation study in the context of Indian banking customers. This paper is based on extensive literature review and attempts to … Barclays is the UK’s third biggest banking company. 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