Download or read book Consumer satisfaction for retail banking written by Hareshkumar Trivedi and published by Lulu.com. This book was released on with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Satisfaction and Retail Banking written by ANUBHAV ANAND MISHRA and published by LAP Lambert Academic Publishing. This book was released on 2011-05 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: The retail banking sector is undergoing wide sweeping changes due to heightened competition and the initiation of modern technology. Now the customers have become more aware than they were in the past and as a result are continuously looking for better quality of services from their retail banks that can provide them with satisfaction. This book helps in the identification of the relationship dimensions that are responsible for satisfying the customers and also enables in the assessment of the influencing power of these factors. This in turn would help in the enhancement of the relationship between the retail banks and their customers, and thus aid the decision makers of these banks to identify the major factors that determine the satisfaction of the customers. This book has put forward a number of implications that have a practical relevance for those bank managers who seek to identify the levels and factors of satisfaction of their customers. Managers can also be benefited because of the identification of the hierarchical importance of these factors. Apart from professionals the analysis should also be beneficial for researchers and academicians as well as students of marketing.

Download or read book On the Meaning of Customer Satisfaction written by Maarten Jan Terpstra and published by . This book was released on 2008 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala A Comparative Study written by Laly Antoney and published by Prem Jose. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.

Download or read book Services Marketing in a Changing Environment written by Thomas M. Bloch and published by . This book was released on 1985 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Loyalty and Satisfaction Construct in Retail Banking An Empirical Study on Bank Customers written by Mohammad Shamsuddoha and published by . This book was released on 2009 with total page 16 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study investigates customer satisfaction as the most important factor behind loyalty in retail banking. Various study showed that satisfaction plays an important role to establish loyal customer base. This study points out that satisfaction and loyalty relationship is critical for retail banks. Understanding the factors behind loyalty as well as the antecedents of customer satisfaction is an important issue for academic research as well as for marketing in financial services. The major aim of this study is to identify satisfaction as the major factor behind customer loyalty in retail banking. To comply with the aim, two basic questions has been investigated where one is related to determine the relationship between satisfaction and loyalty in retail banking, and the second one is to determine the role of dimensions of service quality towards satisfaction. The research has been carried out through secondary research and primary research. Survey method has been used for primary research. Personal contact approach through questionnaire has been introduced to conduct the survey. The findings reveal that satisfaction and loyalty are related to each other. Moreover, satisfaction has a positive and direct impact on loyalty in banking.

Download or read book Influences of Customer Satisfaction in Retail Banking written by George Henry Lowry III. and published by . This book was released on 2006 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Art of Better Retail Banking written by Hugh Croxford and published by John Wiley & Sons. This book was released on 2005-08-05 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This new book on retail banking is both readable and innovative. Its analysis is unusually accessible in its style, and the book's conclusions and predictions will be rightly thought provoking. The customer is gaining real power and this new book's insights on the importance of leadership, the need to unleash creativity and to make a bank's IT and people resource work together more effectively for customer satisfaction are important pointers to the shape of future competitive differentiation." --Sir Mervyn Pedelty, Recently retired Chief Executive, The Co-operative Bank plc, smile, CIS and Co-operative Financial Services "A stimulating read. A readable and lively book that is always informative, sometimes controversial and invariably challenging. The authors don't expect readers to agree with it all, but the readers will undoubtedly gain some fresh insights and perspectives on the multiple issues facing management in a rapidly changing industry." --Chris Lendrum CBE, Recently retired Vice Chairman, Barclays Bank "This book is clear enough for the layman and thorough enough for any banker to obtain an excellent sense of the options for successful strategies for their retail businesses. The challenges of technology introduction, cost of production and scope of service are driving banks into responses increasingly similar to other industry sectors. These forces have been apparent for some years but are so evident now they can no longer be ignored. This book provides an excellent guide to mapping that future." --Joseph DeFeo, CEO, CLS Bank. "This is a useful guide to retail banking that provides a thought-provoking view on the state of The Art (of Better Retail Banking). Clearly retail banking can get better, and must! To steal an analogy from the conclusion, there is a sea change going on - consumers are looking more and more for greater simplicity and value, and so many banks are still making such heavy weather of it. This book does a good job of charting the current developments." -- Lindsay Sinclair, CEO, ING Direct UK. "A whistle-stop tour of all aspects of retail banking. This is a very readable and insightful real world mix of theory, strategy, tactics and practice. They have even managed to make banking sound exciting. But mostly they have been able to cut through the complexity to remind us all that success in retail banking is not just about finance and efficiency - it is about customers and staff, who are all too often forgotten about." --Craig Shannon, Executive Director - Marketing, Co-operative Financial Services. "The authors live up to their promise of providing managers and students with a clear exposition of the retail banking sector and how banks can confront the challenging future they face. This book is a practical manual with lots of useful advice. I was looking for new insights in this book - and I found them!" --Professor Adrian Payne, Professor of Services Marketing, Director, Centre for Services Management, Cranfield School of Management. "A key determinant of any organisation's success will be an enhanced understanding of 'value' as defined by customers, employees, shareholders and other stakeholders. Value can mean different things to these different groups, and this book has set itself the objective of identifying the approaches that will improve the value proposition for all of these interested parties. It achieves this objective." --Professor Steve Worthington, Faculty of Business and Economics, Monash University. "An enjoyable and useful read. It provides a good perspective on the role of IT and how IT suppliers and professionals need to contribute to future developments in retail banking strategy and implementation. It helps provide guidance for the significant challenges ahead for both suppl

Download or read book A Study of Customer Satisfaction Toward Retail Banking Services written by Kam Wah Ng and published by . This book was released on 1990 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Determinants of Customer Satisfaction and Dissatisfaction in Retail Banking written by Gagandeep Joshi and published by . This book was released on 2002 with total page 94 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Doing Survey Research written by Peter M. Nardi and published by Routledge. This book was released on 2015-11-17 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The significantly updated third edition of this short, practical book prepares students to write a questionnaire, generate a sample, conduct their own survey research, analyse data, and write up the results, while learning to read and interpret excerpts from published research. It combines statistics and survey research methods in a single book.

Download or read book Customer Loyalty in Retail Banking written by Priti Jeevan and published by . This book was released on 2017 with total page 10 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retail banks are facing greater challenges than ever before in executing their customer management strategies. The higher the (perceived) service quality, the more satisfied and loyal are the customers. In particular, banks realised the strategic importance of customer value and seem to be continuously seeking innovative ways to enhance customer relationships. In fact, as the offers of many financial services are very similar and slightly differentiable, loyal customers have a huge value, since they are likely to spend and buy more, spread positive word-of-mouth, resist competitors' offers, wait for a product to become available and recommend the service provider to other potential customers. The paper will try to investigate which dimensions are important in customer relationship with the banks. Then, the paper tries to study the factors in establishing long lasting relationships that will minimise the customers' switching costs, according to the perceptions of both relationship bankers and their clients. Intensifying competition, proliferating customer contact channels, escalating attacks on customer information, rising customer expectations and capitalizing on new market opportunities are at the top of every bank executive's agenda. In looking for ways to drive growth, banks need to evaluate their customer management strategy. According to analyses of the most business consulting companies (KPMG, Capgemini, Deloitte, Tower-Group, etc.) customers are discontented with the retail banking experience. To achieve higher business growth, banks must increase customer loyalty by delivering a distinctive experience that combines the right mix of convenience, value and service and forges an emotional bond with consumers. Winners will be those that transform themselves into customer-centric enterprises by having a clear vision of what they want to achieve, fully aligning business processes and IT infrastructure to achieve those goals and engaging their employees in the process. The first step to do it is the identification of customer satisfaction. This paper intends to reveal its essential elements.

Download or read book Determinants of Customer Satisfaction in Retail Banking Industry written by Mohammad Emam and published by LAP Lambert Academic Publishing. This book was released on 2013-01 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study intended to investigate the effects of service quality, service features, and customer complaint handling on overall customer satisfaction in retail banking industry of Shiraz City. The conceptual framework presented in this study is employed to identify the contribution of service quality, service features, and customer complaint handling to overall customer satisfaction. The results of this study revealed that service quality and service features are significantly and positively associated with customer satisfaction while the third predictor variable of this study which is customer complaint handling has no significant association with customer satisfaction. Furthermore, findings from this study showed that the five dimensions of service quality are all significantly associated with customer satisfaction except for the responsiveness dimension. In other words, reliability, empathy, assurance, and tangibles are the most significant dimensions of service quality contributing to overall customer satisfaction respectively.

Download or read book Customer Satisfaction in Indian Retail Banking written by Mandal Pratap Chandra and published by LAP Lambert Academic Publishing. This book was released on 2015-07-03 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: The work deals with finding and evaluating the dimensions affecting customer satisfaction in Indian retail banking under the general scenario and under the specific scenario of service failure and subsequent service recovery. It deals with exploring the dimensions with the help of qualitative research through qualitative research tools like Grounded Theory, depth interviews, focus groups and index card sorting. The research also deals with confirming the various dimensions of customer satisfaction through quantitative research tools like exploratory factor analysis, confirmatory factor analysis, and structural equation modeling. The research finally develops two reliable and validated Customer Satisfaction Scales - one for measuring the general satisfaction levels of Indian retail banking customers and the other for measuring the satisfaction levels under the specific scenario of service failure and subsequent service recovery. The qualitative study might help retail banks to understand the dimensions affecting customer satisfaction. The customer satisfaction scales would help retail banks to measure customer satisfaction levels.

Download or read book Examining Employee Satisfaction Customer Service and Customer Satisfaction in a Retail Banking Organization written by Eric Phillip Simpson and published by . This book was released on 2006 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Improvement of Customer Satisfaction in Mortgage Banking written by Markus Koop and published by GRIN Verlag. This book was released on 2009-11-30 with total page 45 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2007 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,7 , Murdoch University (Murdoch University Business School), course: Services Marketing, language: English, abstract: Customer Satisfaction - darum geht es in dieser Arbeit. Anhand einer führenden australischen Bank zeigt diese Arbeit, wie Kundenzufriedenheit entsteht, wie man sie beeinflusst und verbessern kann. Dies umfasst die Problemerkennung, Situationsanalyse, Ermittlung von diversen Strategien zur Behebung des Kundenzufriedenheitsproblems, Evaluierung der Strategien auf Realisierbarkeit und Erfolgsprognose, sowie Anweisungen zur Umsetzung im operationellen Geschäft. The objective of this report is to increase customer satisfaction of Commonwealth Bank of Australia’s (CBA) first homebuyers mortgage. In regards to this, CBA currently has a low level of customer satisfaction in comparison with the other main banks. Based on the conceptual framework, customers tend to feel dissatisfied with the mortgage service provided by CBA due to the period of time for the mortgage’s approval process as well as the lack of convenience and flexibility of CBA’s services. In an effort to increase satisfaction, the current situation is reviewed resulting in access points to CBA’s weakness in customer satisfaction. Several potential strategies are introduced to tackle the problem. The most promising ones are describes and evaluated in terms of costs and effectiveness to increase customer satisfaction. Finally a “one-stop mortgage centre”-strategy is recommended for implementation in order to decrease customers’ non-financial costs and increase their convenience in first home buyer mortgages.

Download or read book The Influence of Internal Marketing on Internal Customer Satisfaction Within Retail Banking written by Leigh Reynolds-De Bruin and published by . This book was released on 2013 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt: