...Role of Service Excellence on the satisfaction of Customers and Customer Loyalty/Service Quality (SQ) Introduction In market private & public sectors banks, Islamic and microfinance banks are functioning. In this situation only those companies can stay alive which offer the most excellent products and services to their customers, because customers have so many options in the same market place and it’s really tough job and banking sector is also the part of this competitive environment. Because banking sector have to become more towards customized their services and creates customer oriented atmosphere to meet the basic needs of their customers and to attract them. "Success of the baking organization starts from retention and loyalty of the...
Words: 2161 - Pages: 9
...the HDFC and ICICI bank service quality. The service quality of HDFC bank and ICICI bank has been evaluated by surveying different people in Delhi/NCR. Data Collected through the primary data through questionnaire. The service quality has been determined based on survey data of 50 respondents. The Service quality of HDFC bank and ICICI bank has been measured based on 5 broad parameters. These parameters are tangibility, reliability, responsiveness, assurance and empathy and these are the independent variable. The responses of respondents were collected for each of the parameters on a 5 point scale. The 5 point scale had the following options of poor, fair, good, very good and excellent and these are the dependent variable. The net score of each respondent is calculated by taking the average of the values of the 5 options. To know the impact of these parameters on service quality using SPSS software. Using SPSS software independent sample t-test performed to know the impact of these 5 parameters on service quality. The results showed that there was no significant difference in the HDFC/ICICI bank’s service quality based on 5 parameters. But, there is significant difference in the HDFC and ICICI bank based on empathy and HDFC bank is better than ICICI bank on the basis of empathy. 2) Introduction The Indian banking sector which was dominated by the public sector banks, witnessed a number of private and foreign banks entering in the Indian banking scenario because of lowering...
Words: 2504 - Pages: 11
...Analysis of Customer Satisfaction on SME-Banking of SIBL Chapter 1 INTRODUCTION MD. AL AMIN | ID:091662 1 Analysis of Customer Satisfaction on SME-Banking of SIBL 1.1 Introduction Today, the world is becoming closer and closer. Now world is called the global village. By taking the advancement of technology people are updating themselves day to day. Now people would like to use credit card to make global transaction rather than carrying cash amount. In such case bank has brought dynamic change in the present world. In Bangladesh, bank is playing a vital role to the development of economic and socio- economic condition. Along with our government is paying more concentration on the development Small and Medium Enterprise (SME). And today SME is contributing to the development of our economy through taking loan facility of the bank. Today is the era of competition in any business especially in the banking sectors in Bangladesh. Banks are competing each other through best quality service. And some newly issued banks are coming to enhance this competition. To measure the performance of bank, it is mandatory to measure the satisfaction level of customers. Because today market is customer oriented. Some Policymaker thinks that Customer satisfaction is an important indicator of national economic health. Finally it can be said that the bank should pay more concentration on SME banking as well as customer satisfaction toward the banking activities especially on SME...
Words: 4398 - Pages: 18
...Research Proposal on Customer Satisfaction on Commercial Bank of Nepal Chapter-1 Introduction 1.1 Background Banking sector in Nepal is facing a rapidly changing market. This is also known as the late effect of world financial crisis. In addition, the impact of the economic problems and financial crisis among the financial institutions creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied customers, a bank can easily measure the effectiveness of the business, its potential and position in the industries and the areas that are needed to polish and improve. But gathering a satisfied customer is not an overnight miracle but with the full of patience and bountiful of effort. It is a well known fact that no business can exist without customers. So they must be satisfied. More than any other, banking is a customer oriented services industry and Nepalese banks have started realizing that business depends on client service and the satisfaction of the customer. Customer satisfaction is the key factor for customer retention and thereby the banks success. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. Customer satisfaction is an ambiguous and applied concept and the actual manifestation of the state of satisfaction will vary from person...
Words: 2113 - Pages: 9
...existing literatures on customer service in the banking industry of Ghana. This chapter takes a look at the various variables that may influence important customer service amid fierce competition from the perspective of some writers and researchers. It starts with profile of the banking industry under study through to the importance and nature of the customer practices, Customer Satisfaction, Retention and Customer Loyalty, Customer Relationship Building and its practical implications for the study. THE BANKING INDUSTRY During the past decade, the financial sector in Ghana has undergone major changes mainly through the financial sector structural adjustment programme as part of the economic recovery programme. Moreover, globalisation, mergers and acquisitions, and the emergence of new technologies have contributed dramatically to stiffer competition and pressures on profitability (Amoako 2012) Before the 1950s, the number of bank accounts in Ghana was very few and what mattered most was the personal contact between the Bank Manager and his customers. There was hardly any urgent demand for information because of the low volumes of transactions. This made it possible to satisfy customers with manually kept records. Thus the majority of banking services were performed using manual operations and personal contact with customers without much information transfer and handling of customer data. As commercial activities increased and people developed more banking awareness, the volume...
Words: 5236 - Pages: 21
...1 CHAPTER I: INTRODUCTION 1.1 ABSTRACT The objective of the study was to evaluate the customers’ perception of information technology usage with banking sector. Growing evidence that customer satisfaction and effective service delivery drives organizations’ economic health; this means that managers can no longer afford to ignore customers’ feedback. Rather, organization-specific examination of dimensions is vital and useful so that managers are able to assess and determine the precise level of both customer satisfaction and its influencing factors. The proposed exploratory instrument used here to measure customer satisfaction and effective service delivery with the banking sector could serve as a starting point for other studies in the professional services domain. Generally it is not known how information technology affects customer satisfaction and effective service delivery of the banking sector. This study proposes to investigate the impact of customer satisfaction and effective service delivery of the banking sector. 1.2 GENERAL INTRODUCTION As an emerged business trend, the vast applications of information technology (IT) on economic organizations are immense and immeasurable. Organizational systems and functions are now considered effortless and unproblematic because of Information Technology. Information Technology also expanded the opportunities concerning product development processes or innovations that provide organizations with cost and competitive advantages...
Words: 755 - Pages: 4
...advertising on real estate sector 4. Study on consumer expectations and perceptions towards consumer loans 5. Workers attrition rate at hotel industry is increasing. Study regarding this issue 6. Attrition rates at different sectors 7. Effectiveness and scope of employee referrals in the process of talent sourcing 8. Study of training needs across different industries 9. Study on creation of luxury brand 10. Strategies used to build successful Internet based customer services 11. Measuring the effectiveness of retail banking of a nationalised bank compared to a MNC 12. Conspicuous consumption 13. Study of awareness and acceptibility of UPVC windows and door systems 14. Opportunities of Financing the NANO’s in Bangalore 15. Changing trends in FMCG industry in India 16. A study of best HR practices in service industry 17. Fundamental analysis of Indian telecom companies 18. Study of consumer behaviour in automobile industry 19. customer buying behaviour towards insurance products 20. Promotion strategies followed in Insurance sector 21. Study on changing consumer preference towards organised retailing from un-organised retailing 22. study on “impact of advertising in B2B marketing” 23. Distribution network & general insurance industry 24. A study on distribution channels in aluminium industry 25. Study on strategies for promoting retailers’ brands 26. Study of operations & marketing of chemical goods in SSI 27. The impact of tax on electronic goods...
Words: 3792 - Pages: 16
...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi - Business...
Words: 5256 - Pages: 22
...of advertising on real estate sector 4. Study on consumer expectations and perceptions towards consumer loans 5. Workers attrition rate at hotel industry is increasing. Study regarding this issue 6. Attrition rates at different sectors 7. Effectiveness and scope of employee referrals in the process of talent sourcing 8. Study of training needs across different industries 9. Study on creation of luxury brand 10. Strategies used to build successful Internet based customer services 11. Measuring the effectiveness of retail banking of a nationalised bank compared to a MNC 12. Conspicuous consumption 13. Study of awareness and acceptibility of UPVC windows and door systems 14. Opportunities of Financing the NANO's in Bangalore 15. Changing trends in FMCG industry in India 16. A study of best HR practices in service industry 17. Fundamental analysis of Indian telecom companies 18. Study of consumer behaviour in automobile industry 19. customer buying behaviour towards insurance products 20. Promotion strategies followed in Insurance sector 21. Study on changing consumer preference towards organised retailing from un-organised retailing 22. study on "impact of advertising in B2B marketing" 23. Distribution network & general insurance industry 24. A study on distribution channels in aluminium industry 25. Study on strategies for promoting retailers' brands 26. Study of operations & marketing of chemical goods in SSI 27. The impact of tax on electronic goods...
Words: 3790 - Pages: 16
...Customer is the kingpin for the development of trade, industry and services sector particularly in financial services. So, the significance of customer services in the banking sector came to force to compete in a market driven environment. Banks these days provide a variety of services ranging from opening a savings account to internet banking, granting loans to selling insurance, providing locker facilities to transferring money abroad. Their customers come from all classes of society from a salaried group to a Multi National Corporation having its business activities all around the world. The banks have to satisfy all the customers belonging to different social groups. Measuring services quality in the services sector particularly in the banking sector is more difficult than measuring the quality of manufactured goods. The banking has therefore become more complex and requires specialized skills. People working in banks act as a bridge between the bank and the customers. They are the people who face customers directly and are the first ones to know what customer actually needs. The concept of customer satisfaction and services quality is interrelated with each other. Moreover satisfaction of customer depends upon services quality and service quality is increasingly offered as a strategy by marketers to position themselves more effectively in the market place. As survival of the fittest has become the order of today, every bank is trying woe the best customer who is common for...
Words: 2258 - Pages: 10
...Factor that influence services quality in the Islamic banking system in Malaysia Student name: Tai Yen Ying Doris Student ID: Scm-014993 Course: Bachelor In Business Management Content Pages 1. Cover pages 1 2. Content 2 3. Abstract 3 4. 1.0 Introduction 3 5. 1.1 Research Background 3 6. 1.2 Problem statement 5 7. 1.3 Research Question 5 8. 1.4 Research objectives 6 9. 1.5 Significance of study 6 10. 1.6 Scope of study 7 11. 1.7 Dissertation Outline 8 12. 2.1 Introduction 8 13. 2.2 Defining topic 9 14. 2.3 Defining element in the framework 15. 2.3.1 Customer satisfaction 12 16. 2.3.2 Customer loyalty 14 17. 2.3.3 Customer perception 15 18. 2.3.4 Switching cost 16 19. 2.4 Theories 17 20. 2.5 Proposed Framework 19 21. 3.1 Introduction 20 22. 3.2 Research hypothesis 20 23. 3.3Research Equation 20 24. 3.4 Operational Definition 21 25. 3.5 Measurement 22 26. 3.6 Data collection 25 27. 3.7 Data analysis 27 28. Conclusion 28 29. References 29 Abstract This research is to determine the factors explaining the service quality in the Islamic banking system in Malaysia. Data...
Words: 9563 - Pages: 39
...Value of Customer Loyalty Yang, 2004 mentioned that the customer loyalty can be generated through improving customer satisfaction and offering high product or service value. He further suggested that the firms may focus on five key dimensions to identify the customer loyalty by providing quality customer services, performing the service correctly by executing transactions accurately, providing an appropriate range and offering features to target customers and ease of use and security or privacy. Previous studies Service Quality in the banking sector: the impact of technology on service delivery (Joseph, McClure and Joseph, 1999). The study examined the role that technology plays in Australian banking and its effect on the delivery of the perceived...
Words: 724 - Pages: 3
...during this study. We would like to thank all the respondents for giving time to fill up the research questionnaire. Finally, We would like to express our gratitude to all the people, who have supported us during the process. Ahmed Wasiful Alam H M Iftekhar Hasan Abstract: The importance of financial intermediaries in the development of the overall economy of the country cannot be described in short. From the inception of civilization the banking sector dominates the economic development of a country by mobilizing the savings from the general people and channeling those savings for investment and thus economic development and growth. With the emergence of banking sector in Bangladesh the government has also come through different activities to reform and revitalize this industry. The issues of marketing and promotion in the banking sector are becoming more and more important and complicated as internationalization of financial services continues to increase. In recent years, Bangladesh has emerged as an attractive market for many western countries and several banks have started their operation here. So, the industry has become so competitive and the banks essentially need to look for unique and...
Words: 9200 - Pages: 37
... 2011 http://www.eurojournals.com/ajsr.htm 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...
Words: 9478 - Pages: 38
...Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management June 2013 Hawassa, Ethiopia 1 Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management Advisor: Dr. Birihanu Borji (PhD) Associate professor in Marketing Mgt Co advisor: Seid Mohamed (Ato) June, 2013 2 Hawassa University School of Graduate Studies Project Title: Assessing the impact of core banking and service quality in CBE (case of Bishoftu branch) By: Endalkachew Abebe College of Business and Economics School of Management and Accounting Postgraduate Program Approved by: ___________________________________ _____________________ Advisor Signature ____________________________________ Co-advisor __________________ Signature ___________________________________ ___________________ Examiner Signature ___________________________________ ...
Words: 23487 - Pages: 94
