...Banking Service Quality Provided by Commercial Banks and Customer Satisfaction Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department of Qualitative Methods College of Business Administration, King Saud University Saudi Arabia Saad Abdullah Alghanim Associate professor of Health and Hospital Administration Department of Management, College of Business Administration King Saud University, Saudi Arabia Abstract Purpose – The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. Design/methodology/approach – The study uses qualitative methodology, a face to face survey was conducted to test the hypothesis, thirteen banks were chosen randomly in Jordan with their customers acting as respondents to survey, a sample includes 453 customers of Jordanian commercial banks. Findings – The study finds that the order of importance of the dimensions of service quality tested here is: Assurance; Reliability; tangibles; Empathy; and Responsiveness. customers satisfaction are mostly influenced by the service quality. customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying...
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...CUSTOMER SATISFACTION - A CASE STUDY OF SYNDICATE BANKING SERVICES Tanu Bajaj1 and Kavita Dua2 1 Lecturer, Pt. N.R.S. Govt. College, Rohtak (Haryana), India Email: tanubajaj2011@gmail.com 2 Reserach Scholar, Maharshi Dayanand University, Rohtak (Haryana), India Email: Kavitaduaphd@gmail.com ABSTRACT Banking is an important field of study. In Indian economy where more than 70% population depends upon agriculture, there is a strong need of banking system. Syndicate bank is one of oldest & major commercial banks of India, which provides financial assistance to its local weavers. Customer is the pivot upon which whole banking business revolves. Banking is a service sector industry & customer service is the differentiating factor. Now the needs of customers have fully changed. Customer satisfaction is one of the mysterious concepts because every customer has its own expectations, beliefs, and psychology & physical variables. So it is very difficult for banks to work aligning with their customers’ needs. Therefore to know the customer satisfaction in syndicate bank research is conducted on 75 respondents. The respondents are of different background in age, sex, education &occupation etc. The study revealed that Syndicate bank customers are satisfied in many aspects such as bank’s basic amenities, loan procedure, and innovative schemes & with communication system & employees attitude towards some fields. Keywords: Banking Services, Customer Satisfaction, Customer...
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...organized segment, banking system occupies an important place in nation’s economy. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The commercial banks in India comprise of both Public sector as well as private sector banks. There are total 28 Public sector and 27 private sector banks are functioning in the country presently. Banks have to deal with many customers everyday and render various types of services to its customer. It’s a well known fact that no business can exist without customer. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is unambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and service to service. The state of satisfaction depends on a number of both psychological and physical variables. BANKING INDUSTRY: AN OVERVIEW For centuries banks have played an important role in financial system of the country. The vital role continues even today although the form of banking has changed today with changing need of the economy and individuals. With expansion of trade...
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...Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek and improve the elements of service quality that make the most significant contributions on customer satisfaction Keywords: Service quality, customer satisfaction, commercial...
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...ASSIGNMENT 1 CUSTOMER SATISFACTION AT BRITE BANK Brite Bank commenced operations a couple of years back and has a network of 25 branches, primarily operating in Mumbai, Pune, Nashik, Nagpur and some district capitals in Maharashtra. Started by a group of industrialists, the bank has been able to quickly commence operations and currently has more than 25,000 customers in its fold. The top and middle level management have been recruited from large private sector banks and are industry veterans. Ms Sneha Kulkarni, COO was a high flyer at one of the largest private sector banks, when she joined Brite. Her vision was to create a work force that could be nurtured on the vision and values of Brite Bank. Hence, all branch level officers and assistants were recruited and trained by the bank. For this, the bank tied up with AK Institute of Banking & Finance, a training institute, to provide initial training to probationary officers and Banking Assistants recruited by the bank. Advanced training was imparted by Brite’s own training team, both at the bank’s corporate office and at branch level. According to Brite, exemplary customer experience could be a unique differentiator to increase customer base. Large part of the initial infrastructure investment, was spent on creating an IT infrastructure which would enable the bank to quickly roll out value-added facilities like ebanking, mobile banking and enable tracking customer transactions, trends and behaviors. The bank scaled up to 25 branches...
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...An Internship Report On ip Report on OVERALL CUSTOMER SATISFACTION- (A Study on Standard Chartered Bank) Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Bachelor of Business Administration (BBA) Major In Finance FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Submitted to the Department of Finance Patuakhali Science And Technology University Dumki ,Patuakhali In partial fulfillment of the requirements for the degree of Bachelor of Business Administration (BBA) Major In Finance [ FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Approved as to style and contents by Md. Nur Nabi (Supervisor) Md.Takibur Rahman (Co-Supervisor) Dr. NIrmal Chandra Shaha (External) FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT ...
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...Customer Satisfaction 2.1 Literature review: This project deals with the service quality and customer satisfaction of Shahjalal Islami Bank Limited. A survey was conducted on the customers of Shahjalal Islami Bank Limited. The objective was to assess the level of importance the customers of Shahjalal Islami Bank put across various service level attributes and also to determine how well Shahjalal Islami Bank Limited was satisfying the customer on those service grounds. The results of this survey are then analyzed also determine the most important aspects of the service and discover various drivers of overall satisfaction. Lastly, the findings are examined to prescribe a set of specific recommendation to improve the overall service quality according to customers expectation and also to solve the existing problems in the whole organizational level. 2.2 Definitions: Service: A service is an act or performance offered by one party to another. Services are deeds, processes and performances provided or coproduced by one entity or person for another entity or person. It is intangible and does not normally result in ownership of any of the factors of production. Customer Satisfaction: Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products or its services...
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...A Study on Customer Satisfaction with reference to Bank Muscat- Dhofar Region Table of Contents Topics Page No. Introduction to the Study 2 Aims and Objectives 3 Scope of the Study 3 Rationale 3 Literature Review 4-8 Research Variables 8 Conceptual Framework 9 Research Methodology 10 Data Analysis 10 Time Plan 11 Budget 11 Limitations of Study 12 References 13-14 A Study on Customer Satisfaction with reference to Bank Muscat- Dhofar Region Introduction to the Study The banking sector plays an important part in our country, it has become difficult to imagine a world without banks. A country’s economic stability is maintained through banking systems, which the government does by making use of different monetary tools. Banks are always looking for ways to provide extra benefits for their borrowers and depositors, commercial banks set up have been serving citizens for a long time. (Natrajan and Parameswaran, 2001) In the Sultanate of Oman the banking sector is a competitive environment which comprises of local, foreign banks and financial institutions. The banking sector scenario according to Tarawneh (2006) is one that challenges all banks to be prepared appropriately in order to meet the increasingly competitive financial market by dealing with the continuously broadening national and international banking markets, adapting to the latest technological innovations and by providing numerous monetary...
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...or priced. Capital is supplied through the business finance market in the form of bank loans and overdrafts; leasing and hire-purchase arrangements; equity/corporate bond issues; venture capital or private equity; and asset-based finance such as factoring and invoice discounting. Small & Medium Enterprises, commonly known as SMEs, are relating to three types of sectors,( Service, Business & Industry ) typically labor intensive industries with relatively low capital intensity. For a country like Bangladesh where labor is abundant and capital scarce, SME plays a significant role in employment generation, poverty reduction and overall economic growth of our country. SMEs may not always have the same access to banks and financial institutions as larger firms. Banks are reluctant to expand their SME credit portfolio because lending to SMEs was not considered to be attractive and profitable undertaking. SMEs are regarded as high risk borrowers because of their low capitalization, insufficient assets and inability to comply with collateral requirements of the banks. Administrative costs are also higher because of close monitoring and supervision and credit management of the SME portfolio. Despite all these facts, banks and financial institutions, particularly those in the private sector, have been providing finance to the SMEs and the overall SME portfolio is on the increase. Standard Chartered Bank started its SME financing program in September 2003. It was known as Business Financial...
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...Volume 1, Issue 2, October 2012 ISSN 2319 - 4847 AN ANALYSIS OF THE CUSTOMER SATISFACTION: A CASE STUDY OF BANK SERVICE Haeryip Sihombing1, Parahsakthi Chidambaram2 and Kannan Rassiah3 1 Fakulti Kejuruteraan Pembuatan (FKP), Universiti Teknikal Malaysia Melaka (UTeM), Main Campus – Durian Tunggal, 17609 – Melaka, MALAYSIA 2 Politeknik Ibrahim Sultan (PIS)81700 Pasir Gudang, Johor Bahru, MALAYSIA 3 Politeknik Merlimau Melaka (PMM) Merlimau 77300, MALAYSIA ABSTRACT This study focuses on how to measure the customer satisfaction in the service industry towards the satisfaction aspects considered of the ServQual criteria. The questionnaires developed were using Kano criteria that manipulate the qualitative data of quality attributes into quantitative value and Likert scale based on the quantitative values. By comparing the results data of Likert scale and Kano criteria related to the service delivered, the measurement carried out in this study is towards the service of bank industry. The correlation among them, based on what the functional and dysfunctional of Kano domain compared to the Likert scale, are to validate what the main criteria required for the improvement priorities against customer satisfaction. This is due to the method of CAT ranking and graphical between CS versus DS are ambiguity for justifying the improvement of priorities required. Keywords: Customer Satisfaction, Kano, CS-DS, CAT. 1. INTRODUCTION A major outcome of marketing activities...
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...purpose as conventional banking to make money for the banking institute by lending out capital. But that is not the sole purpose either. The basic principle of Islamic banking is based on risk-sharing which is a component of trade rather than risk-transfer which is seen in conventional banking. Islamic banking introduces concepts such as profit sharing, safekeeping, joint venture, cost plus and leasing. There are three types of schedule commercial banks are in operation in our economy. They are Nationalized Commercial Banks, Local Private Commercial Banks and Foreign Private Commercial Banks. AIBL has discovered a new horizon in the field of banking area, which offers different General Banking, Investments and Foreign Exchange banking system. The authorized capital of the Bank is Tk.10000.00 million and the paid up capital is Tk. 7130.98 million as on 31.12.2012. Renowned Islamic Scholars and pious businessmen of the country are the sponsors of the Bank. 100% of paid up capital is being owned by indigenous shareholders. The equity of the bank stood at Tk. 14050.69 million as on 31 December 2012, the manpower was 2110 and the number of shareholders was 52739. It has achieved a continuous profit and declared a good dividend over the...
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...purpose as conventional banking to make money for the banking institute by lending out capital. But that is not the sole purpose either. The basic principle of Islamic banking is based on risk-sharing which is a component of trade rather than risk-transfer which is seen in conventional banking. Islamic banking introduces concepts such as profit sharing, safekeeping, joint venture, cost plus and leasing. There are three types of schedule commercial banks are in operation in our economy. They are Nationalized Commercial Banks, Local Private Commercial Banks and Foreign Private Commercial Banks. AIBL has discovered a new horizon in the field of banking area, which offers different General Banking, Investments and Foreign Exchange banking system. The authorized capital of the Bank is Tk.10000.00 million and the paid up capital is Tk. 7130.98 million as on 31.12.2012. Renowned Islamic Scholars and pious businessmen of the country are the sponsors of the Bank. 100% of paid up capital is being owned by indigenous shareholders. The equity of the bank stood at Tk. 14050.69 million as on 31 December 2012, the manpower was 2110 and the number of shareholders was 52739. It has achieved a continuous profit and declared a good dividend over the...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...EMPLOYEES JOB SATISFACTION IN BANKING SECTOR OF BANGLADESH: - A CASE STUDY OF “JAMUNA BANK LIMITED” By Oishee Manee ID: 0820544 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH April 29, 2012 EMPLOYEES JOB SATISFACTION IN BANKING SECTOR OF BANGLADESH: - A CASE STUDY OF “JAMUNA BANK LIMITED” By Oishee Manee ID: 0820544 Has been approved April 29, 2012 ____________________ Dr. A.N.M. Shibly Noman Khan Assistant Professor School of Business Independent University, Bangladesh TABLE OF CONTENTS 1.0 Introduction ......................................................................................................................1 1.1 Statement of the Problem ............................................................................................2 1.2 Purpose of the Study ...................................................................................................2 2.0 Literature Review............................................................................................................3 2.1Job Satisfaction …………………………………………………………………………. 3 2.1.1 Facet Satisfaction …………………………………………………………………..4 2.1.2 Overall Satisfaction…………………………………………………………………5 2.2 Selection ....................................................................................................................5 2.3 Training…...........................................
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...Introduction Commercial Bank of Ceylon Limited commenced its operation in Bangladesh by acquiring the Bangladesh operations of Credit Agricole Indosuez (CAI) in 2003. The high performance of Commercial Bank of Ceylon Limited is a reflection of the qualities and attributes that has been accepted by people advocating good management practices in the corporate sector. The event marked the first ever acquisition of multinational bank by a Sri Lankan bank and is a direct consequence of Commercial Bank of Ceylon Ltd’s continued commitment towards business expansion. The bank possesses a strong corporate clientele and it has set its vision to be a strong regional bank providing superior personal banking services. CBC was adjudged the Best Bank in Sri Lanka for 8 consecutive years up to 2006 by the ‘Global Finance’ Magazine based in US and for 5 consecutive years up to 2005 by ‘The Banker’ magazine based in UK. In Sri Lanka, Commercial Bank of Ceylon Ltd. is known as the largest and fully networked banking environment provider. The bank enjoys the reputation of having an unrivalled employment of information technology and a very reliable ATM network around the country. In his report Managing Director of the bank remarked that the Bank's new Vision places a premium on having a strong international presence by 2011. After outperforming its peers in the home country, the bank is now in Bangladesh to continue with its legacy of success. While emphasizing social responsibility and community...
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