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Banks Customer Satisfaction in Kuwait

Banks Customer Satisfaction in Kuwait

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Published by: leasd on Dec 11, 2012
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07/16/2013

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BANK'S CUSTOMER SATISFACTION INKUWAIT: AN EXPLORATORY STUDY
BYKHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI 
Open University Malaysia 
 
Bank's Customer Satisfaction in Kuwait An Exploratory Study
 
BYKHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI 
Project paper submitted in partial fulfillment of the requirement for theDegree of Master of Business Administration Open University Malaysia2008 II
 
 
ABSTRACT
Customer satisfaction is a significant subject for most marketers. Our proposal projectaimed to investigate customer satisfaction in the retail banking in state of Kuwait. Atotal of 650 questionnaires have been randomly distributed to retail customers. Usingdescriptive statistics methods and ANOVA test (to compare between different means),the result of this study suggests the degree of customer satisfaction (Muslim and non-Muslim customers) in term of services provided by retail banks in Kuwait. TheANOVA test show slightly differences between Muslim and Non-Muslim customer intheir degree of satisfaction. Muslim customers are mostly satisfied with availability of ATM in several locations, safety of funds, easy to use ATM and The quality of servicesprovided. While Non-Muslim customers are mostly satisfied with Availability of ATMin several locations, Phone account access, safety of funds, ease of opening a currentaccount and bank image and reputation. The worse factor noted in this study is theinterest rate on loans, this indicate that most of customer in Kuwait give more intentionto loans
Key words:
customer satisfaction, retail banking, Kuwait
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III
 

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