All five factors were positively related to consumer satisfaction. Customers have highest and lowest satisfaction with regard to responsiveness dimension and reliability dimension respectively [ 4 ]. In general, the bank has been appraised positively by the customers, however continuous development is suggested to maintain a cut-throat edge [ 3 ]. Customers of foreign bank experienced most excellent service quality contrary to the customers of nationalized bank in Pakistan [ 2 ].
Research Implications Service quality and customer satisfaction provided a useful tool for the banking services across the world. All five factors were positively related to consumer satisfaction.
In this ICT Information, Communication and Technology era, the mode of direct pay, online financial services has gained value. Global Journal of Management and Business Research: Interdisciplinary Journal of Contemporary Research in Business 3: Koloory HR Developing a communication model between banking services quality via mediating variables of quality of relationship with customers and satisfaction with customer loyalty: Contemporary Management Research 9: Global Economy and Finance 7: Attraction, retention and enhancement of the customer relationship are essential to maintain, delighted and committed customers, who form the basis for the sustainable competitive position of the bank.
impact of islamic Banking on Customer Satisfaction
Karatepe OM Service quality, customer satisfaction and loyalty: British Journal of Marketing Studies 2: Banking is a customer oriented services industry, therefore, the customer is the focus business plan for contract research organization customer service is the differentiating factors.
Banks have to deal with many customers everyday and render various types of services to its customer.
Rehman AA Customer satisfaction and service quality in Islamic banking: The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented creative writing weekend unprecedented set of challenges.
The presence and extent of service quality and customer satisfaction examination in different countries has been pursued by the researcher. Now a day, customers need flexible hours of operation, customization and transparency.
Hence, it can be an existing idea to address the issue of service quality and customer satisfaction of public and private banks situated in foreign countries anomaly through analysing the public and private sector banks situated in India.
Cheserek LK Effect of quality financial services on customer satisfaction by commercial banking Kenya. A positive correlation with customer satisfaction was displayed by all the five dimensions of the service quality [ 51 ].
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- Banks have to deal with many customers everyday and render various types of services to its customer.
A Review of Literature The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies.
Service quality and e-banking adoption had a constructive and noteworthy association with the satisfaction of phd thesis in accounting and finance pdf. Siddiqi KO Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh.
Customer satisfaction in Banks | Customer Satisfaction | Happiness & Self-Help
Customer satisfaction, service encounters, intermediaries, quality of service, waiting time and customer complaints. Not so long ago, accessing our own money was about setting aside a couple of hours, getting to the bank before closing time, standing in one queue to get a token and then in another to collect the cash.
The organization should solve the complaints through various service recovery strategies. Positive association between customer satisfaction and their trustworthiness has been studied. The study explained the concept of customer satisfaction, beginning from basic principles.
The moderating role of gender. Positive and significant association between the various constructs of service quality and satisfaction has been studied. In general, literature review on customer satisfaction in banks bank has been appraised positively by the customers, however continuous development is suggested to maintain a cut-throat edge [ 3 ].
There is, therefore, dire need to empirically validate the relationships between quality service and satisfaction of customers in various contexts. The customers expected higher from banks than what they actually received [ 12 ].
A Study on Khulna. However, customers satisfied relating to other nine attributes [ 38 ]. There is woeful shortage of potential explanation of service quality in foreign banks. On the other hand, the customers of Islamic Banks UAE considered assurance and tangible as important [ 23 ].
- Now a day, customers need flexible hours of operation, customization and transparency.
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International Journal of Engineering Trends and Technology 4: Except tangibility, all other dimensions of the service quality had a positive significant effect on satisfaction of customers [ 28 ]. Service quality and satisfaction of customers towards foreign and nationalised banks can be studied separately in future studies. Direct association with the service quality, a story of units lesson 11 homework 4.3 of customers and corporate image has been reviewed [ 40 ].
Previous studies reveal that the service quality and satisfaction of customers are studied jointly and not separately. Keywords Service Quality, Customer Satisfaction, Role of Banks, Retail Banking Introduction In the current banking scenario it is obvious that banks gain competitive advantage by rendering efficient service and thereby enhancing customer relationship.
The customers of Islamic banks U. This literature review based study will definitely help new researchers to identify their research problems for their research study.
Karim RA, Chowdhury T Customer satisfaction on service quality in private commercial banking sector in Bangladesh. The dimensions such as sympathy, tangibility, trustworthiness, receptiveness and assurance are essential for the satisfaction of customers towards the services provided by the private banking sector in Bangladesh [ 19 ].
International Journal of Marketing Studies 3: Useful Links.
Journal of Contemporary Management Science 4: The factors such as quality of banking services, customer satisfaction, and the quality of bank relationship with customers have a significant effect on customer loyalty [ 24 ].
However, there is no unanimity on the possible source of service quality and customer satisfaction. International Journal of Economics, Commerce, and Management 3: It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization. The responsiveness constructs influenced the customer service quality more [ 36 ].
Literature Review on Customer Satisfaction Research Papers - vivianerose.biz
There are three significant implications for academic practitioners, bank managers and researchers — that it would be valuable to re-examine the findings of this review using a larger sample over an extended period. The quality of the products or the quality of customer service determines the degree of customer satisfaction.
Valued customers can be retained by improving the service quality of mobile banking [ 1 ]. Study in consumer banking sector.
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The contribution of the study would broadly be two fold namely quality service and satisfaction of customers in banks across various countries. There are total 28 Public sector and 27 private sector banks are functioning in the country presently.
International Journal of Business and Economics Research 4: International Journal of Bank Marketing International Review of Management and Business 3: It's a well known fact that no business can exist without customers. Ganguli S, Roy SK Generic technology-based service quality dimensions in banking, Impact on customer satisfaction and loyalty. This study can also be extended to tourism and hospitality, insurance companies, hospitals, transport corporations, railways, airlines, telecommunications, libraries and other service sectors to assess the degree of quality of service offered by them.