...with money. Now-a day’s banking sector is modernizing and expanding its hand in different financial events every day. At the same time the banking process is becoming faster, easier and is becoming wider. In order to survive in the competitive field of the banking sector all organizations are looking for better service opportunities to provide their fellow clients. For last few years, internet banking is a very common service that is provided by most of the commercial banks in Bangladesh. Standard Bank Ltd. is one of them. Now internet banking is a very popular form of transaction among peoples. Because by this they can do their various banking activities without going to the bank and in a very short time. In this research study the researcher conducted a research on “Customer Satisfaction with Internet Banking Service Quality Based On Standard Bank ltd”. The main objective of this research is to identify the key factors that influence the internet banking and Helps to retain customers of the Standard Bank Ltd. 2. Background and Corporate Information of Standard Bank 2.1 Standard Bank Limited Standard Bank Limited (SBL) was incorporated as a Public Limited Company on May 11, 1999 under the Companies Act, 1994 and the Bank achieved satisfactory progress from its commercial operations on June 03, 1999. SBL has introduced several new products on credit and deposit schemes. It also goes for Corporate and Retail Banking etc. The Bank also participated...
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...Analytical Study of Information Technology in Banking Sector: Opportunities, Challenges and Strategies Case study of selected banks operating in Kathmandu Valley Research Proposal Arika Kayastha Kathmandu College of Management BBIS 4th year, 1st Semester (2011 – 2015) A013408-11 To: Erika Gajurel Research Supervisor Kathmandu College of Management Gwarko, Lalitpur Contents Chapter I: Introduction 1 1.1 Background 1 1.2 Problem statement 3 1.3 Research Question 4 1.4 Research Objective 4 Chapter II: Literature review 6 Chapter III: Conceptual Framework: 8 Chapter IV: Methodology 10 4.1 Research overview 10 4.2 Data Source 10 4.3 Collection Tools 10 4.4 Data Analysis 11 References 12 Work plan 13 Chapter I: Introduction 1.1 Background The 21st century will bring about an all-embracing convergence of computing, communications, information and knowledge. The advent of high speed networks, along with the falling cost of computing power, is making applications possible that were undreamed of in the past. Voice, data, images, and video can now be transferred around the world in micro-seconds (Hassan Ghaziri, 1998). The world, today, has been characterized by technological advancements and digitization like never before. This trend has not only influenced the world of computers but also pervaded all possible facets of human life. This has radically changed the way we live, work, and think. The advances in information and communication technologies and the emergence of...
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...Paragraph Islamic banking refers to a system of banking that complies with Islamic law also known as Shariah law. The underlying principles that govern Islamic banking are mutual risk and profit sharing between parties, the assurance of fairness for all and that transaction are based on an underlying business activity or asset. The Islamic banking system has gained momentum worldwide. There are now 16 Islamic banks and financial institution operating in Malaysia. The popularity of the Islamic banking system is not limited to the Islamic bank only. The conventional system also interested in Islamic banking system For instance, CIMB has established CIMB Islamic bank that operates in accordance with Islamic Shari’ah principles. Islamic banks faced with strong competition not only from Islamic bank but also from conventional banks. The Islamic banking system is different from the conventional banking system but have some similarities between the two. For example, an Islamic bank conduct s its activities in accordance with the Islamic Shari’ah principle that strictly prohibit any payment or receipt of interest. However, the Islamic bank can offer product and service which are similarity by conventional bank. When Islamic banks or conventional banks offered any new product or service, the successful depends on the customer satisfaction level towards that product or service. In this competition, they must have to give extremely high consideration to their customers. They must have to...
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...A 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...
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...Introduction 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 to person and product/service to product/service. The state of satisfaction depends on a number...
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...Customer Satisfaction in the Banking Industry Case Study – Barclays Bank of Kenya Ltd. Customer satisfaction is a major issue in almost all sectors. This can basically determine the success and profitability of a company as a satisfied customer would most likely to ‘spread the good word’ or would have be happy to do business again with the firm. It is an important theoretical and practical issue for market researchers and consumer researchers (Meuter et al, 2000). With positive results in most research, the significance of customer satisfaction and customer retention in strategy development for a “market oriented’’ and “customer focused’’ firm cannot be underestimated (Kohli and Jaworski, 1990). Specifically, Levesque and McDougall (1996) stated that customer satisfaction and retention are critical for retail banks, because of their impact on the company’s profit. With this, there is the challenge for banks to deliver a satisfactory quality service. After all, customer satisfaction is inarguably one of the two core concepts that are at the root of the marketing theory and practice (Spreng and Mackoy, 1996). The other one is service quality but it can be said it is not purely intertwined with customer satisfaction as a customer can be satisfied even though the service is not of high quality. But then, customer satisfaction is considered a must for customer retention and loyalty, and undoubtedly helps in realizing economic goals like profitability, market share, return...
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...Banking Industry and the Economy Ja’Net McQueen Slater Strayer University Birmingham, AL Instructor: Dr. Lisa Kincaid Research and Communication- RES 531 April 18th, 2010 Context of the Problem Today the economy is at its worst than it’s ever been before since the 1940s. Unemployment is at a record high as well as companies that are continuing to close down due to financial issues. The housing markets, auto industry, banking industry, & loss of jobs are all major things that are being affected by the way the US is spending money. The housing market and banking industry are both some of the main things that are having a major affect on the U.S. and to how this affects all other aspects of daily living. Some people may ask, “How did we get this way”? Over the past 180 years the United States grew to a huge, integrated, industrialized economy that makes up over a quarter of the world economy. The main causes were a large unified market, a supportive political-legal system, vast areas of highly productive farmlands, vast natural resources (especially timber, coal and oil), an entrepreneurial spirit, a commitment to investing in material and human capital, and at times a willingness to exploit labor. In addition, the U.S. was able to utilize these resources due to a unique set of institutions designed to encourage utilization and extraction. The economy has maintained high wages, attracting immigrants by the millions from all over...
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...optimization of bank’s queuing system * Abstract Nowadays the queue phenomenon in the bank offices is a common and troublesome issue that nearly occurs everyday in the banks of China. The rapid tempo of life makes people pay much attention to the time management, they don’t willing to spend much time on queuing and gradually lose confidence in banks. In order to improve the efficiency and the satisfy degree of customers and finally increase the profit of banks, the banks have to do something about their current queuing system. This proposal aims at analyzing the current queuing system of the China banks, finding out existing problems and carrying out some effective measures based on the previous researches, the principle of queuing and statistic method. Under the premise of less increasing the operation cost of the banks to improve the service efficiency in order to realize the win-win result of customers satisfaction and banks profit. Background Every person no matter he is young or old may have some painful experiences waiting in the banks of China. Customers still have to wait for a period of time even when they avoid the busy hours of the banks. Not alone the busy operation time or the peak period of the banks people have to wait for ages. I also had the similar experiences when I was an undergraduate student. As a student we need to pay our tuition fee through a certain bank such as Bank of China before a semester begins. However so many students also need to pay through...
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...INTRODUCTION Bank as the financial services industry is approaching full historical cycle. Originally the banking system operated as full service industry, performing directly or indirectly all financial services. Banks are direct agents to create opportunities for development in a country and also provide large scale of employment opportunities. Banks mobilize savings and make it advances to investors and by this process make profit. As they deal with public money, their form of business is different from others. Banks must refund public’s money when they demand & qualityful services either it makes or not. So, overall operation system of bank should be evaluated carefully. Banking sector is expanding its hand in different financial events every day. At the same time the banking system is becoming faster, easier and the banking area is becoming wider. As the demand for better service increases day by day, they are coming with different innovative ideas & products. In order to survive in the competitive field of the banking sector, all banking organizations are looking for better service opportunities to provide their fellow clients. As a result, it has become essential for every person to have some idea on the bank and banking system. The evaluation of banking system is a complex process involving interactions between the environment, internal operations, and external activities. The ultimate objective of management is to maximize the value of bank’s equity shares by attaining...
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...Effectiveness 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...
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...Effectiveness 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...
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...Subject: Research Proposal Submission Date: 18 August 2014 Title: 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...
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...Assessment of the Opportunity to Introduce Fingerprint Scanning Identification Technology at Associated Bank Request for Proposal in Assistance in the Project by Your Nam Your Nams A Research Proposal Submitted to in Partial Fulfillment of the Requirements for the Course in Project Procurement Your College 2011 Letter of Transmittal This research report was submitted by Your Nam and Your Nams under the direction of the instructor listed below. It was submitted to Your College and approved in partial fulfillment of the requirements for the course in Project Procurement. ______________________________________ _______________________________ Date Course Instructor Abstract Assessment of the Opportunity to Introduce Fingerprint Scanning Identification Technology at Associated Bank. Your Nam, , A. 2011: Research Proposal, Your College, Project Procurement. Key Terms: access control, biometrics, convenience sampling, customer perceptions, fingerprint identification, in-house research, long-term customer, quantitative research, quota sampling, respondent, security. This research was designed to study the acceptance of fingerprint scanning technology among customers and employees. This project addressed the need for fingerprint scanning technology at Associated Bank to reduce the need for photo identification when receiving...
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...Customer Satisfaction Survey for a Modern Greek Bank and Relationships Between Customer Satisfaction, Customer Loyalty, Complaints Handling and Recommendation. Spyridon G. Aliferis, University of Paisley Business School, Scotland, UK (June 2006) Dr. Panagiotis Kyriazopoulos ABSTRACT The main subject of this survey is to measure and understand the elements of customer satisfaction and its impact to business growth and future. One of the aims of this survey is to confirm the validity of the hypothesis that modern banks keep their customers very satisfied and that is why they grow over older banks at a higher pace. Another aim of this research is to identify which are the areas that modern banks excel, through which actions they do it and what elements can be improved. Last aim is the identification of relationships and connections between customers’ satisfaction, loyalty, recommendation and complaints handling. It is supposed that the elements of customer’s satisfaction perception include easiness of Access, Service provided, Products and Personnel. The conceptual background deals with the literature review in customer satisfaction, service quality, complaints handling and loyalty. Reichheld & Sasser (1990) argued that loyalty is directly connected with profitability. The survey was conducted by the usage of anonymous questionnaires to customers of a Greek modern bank. The first conclusion was that the respondents were very happy with the...
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...Report No: - 01 The proposal submitted as a partial requirement of BRM course on the research Topic “Determination of customer satisfaction level of BRAC Bank Ltd.” Prepared for:- Md.Zamanur Rahman Associate Professor Faculty of Business Administration Eastern University Sec : 3 Subject Code: BUS (302) Subject Title: Business Research Methods Prepared by:- Name ID Md. Imtiazul Haque 123200002 Shubha Banik 123200098 LETTER OF TRANSMITTAL April 17, 2015 Md. Zamanur Rahman Associate Professor Faculty of Business Administration, Eastern University Subject: Submission a Report on “customers’ satisfaction level of BRAC Bank Ltd.” Dear Sir, The report at your hand is on customer satisfaction level of BRAC Bank Ltd. You assign us to prepare this report as a part of the Business Research Methods (BUS-302) course requirement. I make a short recherché to do our report. While preparing this report, I have tried to follow your instructions given in the class. I believe our report contains information help us to make a clear recognize about Promotional Management. I really enjoyed doing such a challenging assignment. If you have further queries regarding this paper, I...
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