MEASURING CUSTOMER SATISFACTION IN BANKING SECTOR WITH. The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Profitability is now seen to depend on high levels of customer satisfaction, the successful targeting of “quality” customers and the retention of those customers. Literature Review Customer satisfaction has been considered the essence of success in today’s highly competitive banking industry.
Literature Review on Customer Satisfaction Customers of five main Islamic banks are contributing in this study. Literature Review on Customer Satisfaction Dr. Ankur Saxena Technocrats Institute of Technology - MBA, Bhopal, India 1. Introduction Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. In
CUSTOMER SATISFACTION IN NEW GENERATION BANKS A CASE STUDY. This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Therefore, customer satisfaction is potentially an effective tool that banks can use to gain a strategic advantage and survive in today’s ever-increasing banking competitive environment. The argument for customer retention is relatively straightforward.
Customer Satisfaction A Comparative Study of Public and. The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). Customer Satisfaction A Comparative Study of Public and Private Sector Banks in Bangladesh III. Literature Review Customer satisfaction is a marketing term that measures how products or services supplied by a company meet a customer’s expectation. It is the best indicator of how likely a customer will make a relation with a company.
ISSN Print Dimensions affecting customer satisfaction in. It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. https://doi.org/10.1108/JIMA-07-2015-0049 Download as . Keywords retail banking, customer satisfaction, literature review, qualitative research, dimensions 1. Introduction Customer satisfaction is considered to be important for success in today’s highly competitive banking industry. Prabhakaran and Satya 2003 34 have mentioned that the customer is the most important person in any form of.
Literature Review Customer Satisfaction This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. Literature review customer satisfaction only a few trustworthy companies in the midst of many companies providing custom writing service and we are among those few ones. Learn the six most important things to consider before implementing this powerful Enterprise PPM tool.
LITERATURE REVIEW It reveals that, although customers pay special attention to Janahi, M. (2017), "The impact of customer service quality on customer satisfaction in Islamic banking", Journal of Islamic Marketing, Vol. Sachin Mittal&Rajnish Jain2010-This paper is basically a literature review of banking industry and effect of IT based services on customer satisfaction. The study highlights customer satisfaction levels among young customers in banking industry. A survey indicates the gaps between customer’s
CHAPTER 2 REVIEW OF LITERATURE 2.1 Introduction 2.2 Profile. CHAPTER ONEINTRODUCTION1.0 Background to the study. This research work takes a look at service quality and customers satisfaction in banking industries. Researchers e.g. Services quality, Customer satisfaction, Bank efficiency, Employee satisfaction, ATM facility, Online banking etc as the key segments for research. Many studies tried to assess the quality of services offered by the banks.
Measuring Customer Satisfaction A Literature Review In Ghana, the Standard Charted Bank and Barclays Bank were the first banks to be established in the country. Customer satisfaction CS has attracted serious research attention in the recent past. This paper reviews the research on how to measure the level of CS, and classify research articles according to their approaches and methodologies. This paper also tries to supply some insights about the state of measuring CS in Vietnam.