Effects Of Mobile Banking Service Quality On Customer Satisfaction The Case Of Commercial Bank Ethiopia
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Effects Of Mobile Banking Service Quality On Customer Satisfaction The Case Of Commercial Bank Ethiopia
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Author : Tarekegn Balango
language : en
Publisher: GRIN Verlag
Release Date : 2023-04-25
Effects Of Mobile Banking Service Quality On Customer Satisfaction The Case Of Commercial Bank Ethiopia written by Tarekegn Balango and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-25 with Business & Economics categories.
Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, , course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
Impact Of Electronic Banking Services On Customer Satisfaction And Loyalty A Study Of Ethiopian Banks
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Author : Philipos Lamore Bambore
language : en
Publisher: Independent Author
Release Date : 2022-11-09
Impact Of Electronic Banking Services On Customer Satisfaction And Loyalty A Study Of Ethiopian Banks written by Philipos Lamore Bambore and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11-09 with Business & Economics categories.
According to Komal (2009), Electronic banking is an umbrella term, the process by which a customer may perform banking transactions Electronically without visiting a brick-and-mortar institution/traditional branches. Electronic banking includes; personal computer(pc) banking, internet banking, online banking, home banking, remote electronic banking, phone banking, and internet or online banking and they are also the most frequently used designations. Personal computer banking is a form of electronic banking that enables customers to execute bank transactions from a PC via a modem. In most personal banking ventures/transaction, the bank offers/give the customer's proprietary financial software program that allows the customer to perform financial transactions from his or her home computer/customer can get financial services at home. The customer then dials into their bank with his or her modem, downloads, and runs the programs that are resident on the customer's computer. Researches on how customers perceive and evaluate the quality of these electronic portals/types (ATM, POS, Mobile Banking internet banking, .etc) are still ongoing (Parasuraman et al., 2005; Loonam & O'Loughlin, 2008; Chong et al., 2010). In today's winning banks, those that will be around in the coming decades are realizing that only satisfied customers will be loyal.
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study
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Author : Laly Antoney
language : en
Publisher: Prem Jose
Release Date :
Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study written by Laly Antoney and has been published by Prem Jose this book supported file pdf, txt, epub, kindle and other format this book has been release on with Reference categories.
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.
Cutting Edge Business Technologies In The Big Data Era
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Author : Saad G. Yaseen
language : en
Publisher: Springer Nature
Release Date :
Cutting Edge Business Technologies In The Big Data Era written by Saad G. Yaseen and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Service Quality In The Nigerian Banking Industry
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Author : Bukola Oyedokun
language : en
Publisher: GRIN Verlag
Release Date : 2020-12-23
Service Quality In The Nigerian Banking Industry written by Bukola Oyedokun and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-23 with Business & Economics categories.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Services Marketing
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Author : Christo Boshoff
language : en
Publisher: Juta and Company Ltd
Release Date : 2009-07-11
Services Marketing written by Christo Boshoff and has been published by Juta and Company Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-11 with Business & Economics categories.
As the primary focus of the global economy has moved from agriculture to manufacturing to services-dominated economies, the realisation that we are all in services has finally dawned. Services marketing has developed, as a result, and is now a well-established sub-discipline of marketing, with its own theories and body of knowledge. This volume deals with the unique difficulties of marketing what is essentially an intangible entity and focuses on the most contemporary debates, research and managerial demands in this particular, but very challenging, business domain. The text covers issues of importance to all service marketers, including: Service Quality; Customer Expectations & Perceptions; Creating Value for the Customer; Service Architecture; Pricing Imperatives; Demand Management; Building Customer Relationships & Loyalty; Integrated Service Marketing Communications; Service Recovery Strategies.
Managing Service Quality With Technological Innovations In The Banking Industry
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Author : Sheerali Arya
language : en
Publisher:
Release Date : 2021-03-17
Managing Service Quality With Technological Innovations In The Banking Industry written by Sheerali Arya and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-17 with categories.
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
Modeling Service Quality And Customer Satisfaction
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Author : Pardeep Kumar
language : en
Publisher: Independent Author
Release Date : 2023-03-13
Modeling Service Quality And Customer Satisfaction written by Pardeep Kumar and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-13 with Business & Economics categories.
In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.
Customer Satisfaction Towards E Banking Services Offered By Nepal Sbi Bank Ltd
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Author : Sanjeev Pradhan
language : en
Publisher:
Release Date : 2019-10-09
Customer Satisfaction Towards E Banking Services Offered By Nepal Sbi Bank Ltd written by Sanjeev Pradhan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-10-09 with categories.
Service Quality On Customers Patronage Selected Banks In Ogun State
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Author : Ismaila Akintan
language : en
Publisher: GRIN Verlag
Release Date : 2021-07-26
Service Quality On Customers Patronage Selected Banks In Ogun State written by Ismaila Akintan and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-26 with Business & Economics categories.
Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.