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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. It has
witnessed a remarkable shift in its operating environment during the last decade. Analysis was made
by using various tools like percentage Analysis. The data collected was analysed according to
customer use of banks in the private sector (Group 1) and the public sector (Group 2). Report on
summer internship project of Himalayan Bank Limited. Zeithaml, V.A., and J.M. Bitner (1996)
Services Marketing, New York, Mc Graw-Hill. Hence, it is important for banks to understand what
affects customer satisfaction and how to optimize service quality as a driver of customer satisfaction.
You can download the paper by clicking the button above. It is essential to evaluate the impact of
information technology on the performance of Indian banks in terms of extended value added
services and customer satisfaction thereby. Further an analysis is done to study the perceptual
difference of public and private sector bank customers with respect to service quality rendered to
them. However, in case of private sector bank sub-sample (Group II), service quality factors,
“responsiveness” had the most powerful impact on customer satisfaction. “product convenience”
showed the second most powerful effect among service quality factors on customer satisfaction,
followed by “assurance”, “reliability”, and “empathy”. See Full PDF Download PDF See Full PDF
Download PDF Related Papers Effect of Service Quality on Customer Satisfaction: An Empirical
Study of Customers who have Bank Accounts in both Public and Private Banks in Sri Lanka
Publisher ijmra.us UGC Approved Along with globalization, new technologies are introduced to the
banking sector in order to enhance service quality which is consequential to attract and retain rational
customers. Internet banking is a technology driven services offered by the banks. Customers want
the best value for their money so they are always combing around to get the best services. These
attributes are classified as Initial Experience, Service Delivery Experience, Service Experience,
Relationship Experience, and Grievance Handling. Data from longitudinal studies would be
particularly useful for capturing the process of dynamics of the relationship between quality and
customer satisfaction. Mcb job analysis Mcb job analysis Presentation report Presentation report
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold. See Full
PDF Download PDF About Press Blog People Papers Topics Job Board We're Hiring. The study
found that the correlation value between service quality and customer satisfaction is 0.767. It is
significant at 0.01 levels. There is positive linear relationship between the service quality and
customer satisfactions. Responsiveness has been shown to be an important factor, supporting earlier
studies (Avkiran, 1994, Bitner et al., 1990,Berry et al.,1985). This suggests that giving prompt
services to the customers; telling the customers exactly when the service will be performed; if there is
a problem, the willingness of the bank to discuss with the customer; and readiness of the employees
to help and respond to the requests is likely to have an important and positive effect on customer
satisfaction. The various statistical tools have been used accordingly to compile the result. An
exploratory study of the customers in six banks is conducted to identify the factors which enhance
satisfaction with digital banking services with the help of primary data technique called Factor
Analysis. Special reference with Private and Public Sector Banks Functioning at Tamilnadu. The art
and science of customer satisfaction involves strategically focusing on creating and reinforcing
pleasurable experiences. The broad objective of the study has been to identify the determinants or
variables those to be considered for customer satisfaction with grievance redressal services of the
bank. An intensive literature review involving fourteen (14) recent (2009-2015) related literatures
were assessed by finding out the extent to which each factor determined Customer Loyalty in
Banking Industry. Secondly, responses (with respect to service quality, customer satisfaction and
behavioral intentions) have been solicited from the customers of banks in selected cities of northern
India. Manoj Patle SUMMER PROJECT ON CUSTOMER SATISFACTION AND
PERFORMANCE OF JAMMU AND KASHMIR. Customer has different perception of different
services of companies. Economy grows with the developing people of his country.
Reliability analysis (Croanbach's alpha test), Correlation, Test of normality, multi-collinearity,
Regression analysis have been performed. Data were collected from 500 respondents in India; 250 of
which were customers of private sector banks, and 250 of which were customers of public sector
banks. A longitudinal design would afford greater insight. Moreover,as stated service quality,
customer satisfaction and behavioral intentions have been found to change over time, a cross-
sectional research design does not offer nearly the same insight into the dynamics of customer
relationships with a firm as a longitudinal design. In this research study we assess the impact of M-
banking on customer satisfaction with reference to Nagpur area. Banks have focused to develop
strategies to differentiate themselves from their competitors and providing their customers with high
quality banking services and highly technology innovative products. For this purpose a sample of
160 was collected were convenience sampling was used to analyse the data with percentage analysis
and chi-square as tools. To assess customer satisfaction used the pre-tested five points Likert's scale
test. With the development of new technology, Internet banking is expected to become a major
banking method for customers. Finally, regression analysis and correlation analysis were carried out
to clarify the relationship between service quality and customer satisfaction and behavioral intentions
(See Table 7,8,9,10). Analysis was made by using various tools like percentage Analysis, Chi- Square
Test and charts. It has witnessed a remarkable shift in its operating environment during the last
decade. The contents bring out the aims and objectives of this research work. Quality of a product
and customer satisfaction are the key factors of a company performance, which has been confi rmed
by many studies Matzler et al. So Customer perception also plays important role in achieving success
of the company. Banking industry is the service industry and providing various financial services to
its customers. The result of the proved that private sector banks websites has to offer various
innovative financial services to their customers. This makes them to less appreciate the internet
banking services and consequently fail to appreciate the internet banking and other innovations
which the bank sets up to improve service delivery to the customers. The present study is initiated the
impact of the service quality on customer satisfaction with the samples of 143 customers of banking.
In designing the study the researcher attempted to be as scientific as possible, the resent study
nevertheless has some limitations. Stratified Sampling was employed, respondents were selected by
circular. It is vital to extend this new banking feature to clients. The survey was designed to obtain
information about the determinants of customers’ bank selection decisions. Now-a-days internet is
widely used by various private and public sector banks to provide various banking services to the
customers. The conclusion is that there is a need for SBI staff to have training in the areas of
technology and interactive skills. It is very clear from the present study that sample that sample
foreign banks in Chennai city offer various innovative and modern features through internet banking
using the latest technology to satisfy their customers. Products and service offered by the banks are
similar but it wants to differentiate. As a result, the generalization of the findings of this research
should be considered carefully. This paper interested to measure the delivered quality service
dimension from the perspective of customers. Fulfillment, Achievements, Self-satisfaction, Pride
Encouragement, and Delight are the six factors that influence the customers’ satisfaction.
It is because, all variables namely convenience, reliability, responsiveness, security and costs
correlated with a strong positive relationship, and their significance level is below 0.05. The study
also indicates that convenience, security and costs (fees and charges) are the main factors
contributing to satisfy the customers of e-banking in HNB PLC. This study made to determine
customer satisfaction level on banking services. The result showed that there is a significant
relationship between the variable of customer satisfaction and banking services of the SBI and the
customers have a medium level of satisfaction. The Policies and Strategies of Private and Public
banks are different that leads variation in the customers’ satisfaction level. Therefore they can only
be retained by providing quality services. You can download the paper by clicking the button above.
International Journal of Engineering and Management Research, Vol. 9, No. 4, pp. 74-77. Finance is
the energy of every business whether it is profit making or loss-making business and finance are
required. Customer satisfaction Analysis on NCC bank limited. The study confirmed that the scale
SERVPERF is applicable for measuring the service quality of the banking sector in Sri Lanka. In this
advanced model, holding all the independent variables constant, customer. The main objective of the
study is to study the level of customer satisfaction towards services provided by SBI and to estimate
the performance of SBI based on the service provided. Any bank that wants to compete in this global
industry must offer services that create customer satisfaction. Because of the type of the scale, the
signs of the coefficients for each of the seven service quality dimensions were expected to be positive
with respect to overall customer satisfaction. Manoj Patle SUMMER PROJECT ON CUSTOMER
SATISFACTION AND PERFORMANCE OF JAMMU AND KASHMIR. Also, a clear and
detailed understanding of the demands of the various market segments is essential to successfully
target new markets and to maintain a repeat customer base (Yoon and Yuksel, 2003). Semantic
Scholar is a free, AI-powered research tool for scientific literature, based at the Allen Institute for AI.
The BANKSERV instrument was adapted from SERVQUAL designed to allow customers to reflect
on their expectations and perceptions in single statements. The banking sector aim is to achieve
higher banking performance in terms of service quality to its customers. The study was carried out by
using different statistical tools like descriptive statistics, reliability statistics, factor analysis, chi-
square analysis, ANNOVA analysis and SERVQUAL Analysis. The current scenario of Indian
banking sector is very dynamic and competitive. Mixed feelings and approaches are employed in the
use of internet banking at different levels. Population of the study consists of e-banking customers of
5 selected commercial banks: First Bank Plc, Gtbank Plc, UBA, Zenith Bank Plc and Access Bank
Plc. This study was based on Gulshan Circle-2, Corporate Branch of Janata Bank Limited. The main
objective of the research is to find out the level of satisfaction of the customers from the services
offered by JBL and give some possible suggestions for the improvements of service quality. Finally
this study results Majority of the respondents has strongly agreed and opined the positive usage of
mobile banking services provided by the SBI in Mysuru City. Study of customer satisfaction in the
banking sector in libya. All the services which are providing by the bank to their customers through
the internet. Banking opportunities are local, global and immediate in e-banking. Download Free
PDF View PDF The Effect of Cashless Banking on the Customer anthony musaerenge Download
Free PDF View PDF CUSTOMER PERCEPTION TOWARDS CASHLESS TRANSACTIONS:
AN ANALYSIS OF SPECIFIC AGE GROUP WITH SPECIAL REFERENCE TO HARYANA
Pooja Mittal Download Free PDF View PDF See Full PDF Download PDF Loading Preview Sorry,
preview is currently unavailable. Computerization and networking, core banking, automatic teller
machine connecting any customer of any bank in any branch with a customer in any other bank in
the country has made banks customer friendly.
The perception of people may vary from those of the rest of India. The market has changed
drastically and has become largely customer centric. People with less or no education may be finding
it very difficult to interact with internet machinery, computers; among others. The model has
explained that internet usage increases customer satisfaction on bank services and positively affects
the attitude of customers towards the services provided by the bank. KYC ( Know your catchment
area) of ING Vysa. ING Vysya. KYC ( Know your catchment area) of ING Vysa. The study also
focused on various factors that determine the customers’ satisfaction like employees’ behaviour,
banking services, banking performance, infra- structure facility, loan oriented services and other
value added services. This paper clearly gives the suggestion for bank to educate the customers new
technology and other services offered by the bank. The bankers' knowledge, attitude and level of
acceptance of specific products can induce customer's perception, awareness and acceptance of the
product offered. Study is based on 111 samples collected through self administrated survey.
Satisfaction was operationalised by four item measures. Our survey is undertaken in Panchkula
District (Panchkula and Kalka Cities in particular) as very less studies are conducted in these cities,
so to understand the potential of Digital Banking in this area this study has been conducted. The
extended modified interactional mechanisms have explained that negativity on beliefs, attitudes,
intentions, and the none use on online banking have negative effect on the satisfaction of the banks’
customers. Statistical tools correlation and regression applied to know the relationship and impact. It
also presents a detailed roadmap of how the research has been conducted in various stages. However,
assurance and responsiveness of the employees seem to have no significant relationship with the
satisfaction of customers. The main driver of this change is changing customer needs and
expectations time to time. Download Free PDF View PDF Impact of Electronic Banking on
Customer satisfaction A case study on Hatton National Bank PLC, Colombo district, Sri Lanka
Chrishankar Janathanan, Bakeerathy Mohalingam — Purpose: Nowadays, the banks are mainly
focusing on promoting the concept of e-banking among their customers since it can provide speedier,
faster and reliable services to the customers better than traditional banking. Practical implications-
The results of the study provide insights for bankers and policymakers to enhance Urban
Cooperative Banking sector. Findings also show that action loyalty, customer satisfaction has
positive relationship. Multi-stage sampling procedure was used to obtain 150 respondents from three
state sector banks in Ratnapura district. Download Free PDF View PDF Service Quality in Indian
Banks -An Empirical Study Dr. Geeta M Download Free PDF View PDF Role of Customer
Satisfaction and Service Quality in Public and Private Banks casestudies journal The aim of this
research paper is to identify the customer satisfaction and service quality in banking sectors of Sindh
Pakistan. Mixed feelings and approaches are employed in the use of internet banking at different
levels. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem
District in Tamilnadu were interviewed on convenient basis for the above purpose. The quick
expansion of information technology has imbibed into the lives of millions of people. On top of this,
the inclusion of ownership as a moderator has also been studied. International Journal of Engineering
and Management Research, Vol. 9, No. 4, pp. 74-77. Finance is the energy of every business whether
it is profit making or loss-making business and finance are required. It is vital to extend this new
banking feature to clients. Organizations are using CEM approach to anticipate customer needs and
adopt the mind-set of the customer. Data analysis was performed using descriptive and inferential
statistical analysis (applying Structural Equation Modeling (SEM) using the Smart PLS Version 3.0
program). The results showed that physical evidence, reliability, responsiveness, assurance, and
empathy had a positive and significant impact on customer satisfaction. International Journal of
Business Management, 14, 43-52.