The document discusses a study on measuring customer satisfaction in state-owned banks in Bangladesh. The study aims to identify factors that affect customer satisfaction in state-owned commercial banks compared to private banks. It develops a model of customer satisfaction using factors like responsiveness, assurance, physical comfort, variety of services, and inappropriate employee behavior. The model is tested through surveys with bank customers. The results found that responsiveness, physical comfort and assurance were the most important drivers of customer satisfaction for state-owned bank customers. The study concludes that state-owned banks should focus on improving responsiveness, physical environments, and ensuring customer issues are resolved to enhance customer satisfaction.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
A study on service quality assessment in state bank of travancoreBella Meraki
This research is an empirical assessment of service quality in State Bank of Travancore. Service Quality is the degree of excellence in the service performance. It is the degree and direction of discrepancy of service quality. The difference between the service expectations and service perceptions of customers is what is termed as service quality gap.
The study has been aimed at diagnosing the quality of service rendered by identifying the service quality gap in the regional branch of State Bank of Travancore in Thiruvananthapuram district and making necessary suggestions.
The data for the study has been collected on the basis of simple random sampling method through a questionnaire prepared for the purpose of being filled in at interviews with customers. The data collected has been classified on the basis of age, gender, occupation, annual income and educational background for the purpose of analysis. The data collected was tabulated with care and thereafter analyzed suitably. The analysis has been done on the basis of STATISTICAL & RANK CORRELATION instrument. The basic assumption of it is that the customers evaluate a firm’s service quality by comparing their five perceptions and expectations. The scaling in SERVICE QUALITY is based on the five dimensions of service quality namely tangibility, reliability, responsiveness, assurance and empathy.
The results of this study also offer support for the intuitive notion that improving service quality can increase the competitiveness of the organization. The report has been presented on the basis of the analysis made and suitable suggestion have been recommended.
11.the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. It indicates that prior studies show positive correlations between the constructs. The results of this study found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the Bangladesh retail banking sector.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important drivers of customer loyalty. A literature review confirmed positive relationships between the constructs. A survey was conducted with 100 retail banking customers. The results found all constructs were positively correlated and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
This document summarizes a study that analyzed the effect of service quality dimensions on customer satisfaction at Mandiri Sharia Bank branches in Palembang, Indonesia. The study examined the influence of five service quality dimensions (reliability, responsiveness, assurance, empathy, tangibility) on customer satisfaction. Questionnaires were distributed to 100 bank customers. Statistical analyses found that the five service quality dimensions each had a positive and significant effect on customer satisfaction. Collectively, the five dimensions also had a significant effect on customer satisfaction. The results are intended to provide input to bank management on improving service quality and better understanding customer wants to enhance satisfaction.
To Identify Service Qulaity Gaps in Banking Sector in Indiareach2samik
This document is a thesis submitted by Mr. Samik Datta and Senjuti Sarkar to the Indian Institute of Social Welfare and Business Management examining service quality gaps between public, private, and foreign banks in India. The thesis acknowledges those who supported the research. It then provides an introduction on the role of banks in the Indian economy and discusses factors that influence customer perceptions of service quality. The thesis outlines its objectives, scope, limitations and methodology before analyzing primary data collected on customer perceptions. It concludes with recommendations and identifying areas for further research.
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
This document summarizes a research study that examined the relationship between service quality, customer satisfaction, and customer loyalty in the banking sector of Bangladesh. The study developed a conceptual model linking the dimensions of service quality to customer satisfaction and loyalty. It hypothesized that higher levels of reliability, responsiveness, tangible aspects, assurance, empathy, security, access to services, reputation, and services offered would lead to greater customer satisfaction. It also hypothesized that greater customer satisfaction and bank reputation would lead to higher customer loyalty. The study aimed to test this model using a survey of 222 bank customers in Bangladesh to determine if findings from other contexts generalized to a developing country setting like Bangladesh.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
Effect of Customer Relationship Management in Public and Private Banksijtsrd
In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance and care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievanceand care and customer bonding are not significantly. R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdfPaper URL: https://www.ijtsrd.com/management/business-and-retail-research/26464/effect-of-customer-relationship-management-in-public-and-private-banks/r-anuradha
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
This document discusses customer relationship management (CRM) and its importance for service companies. It defines CRM as identifying, establishing, maintaining and enhancing relationships with customers and other stakeholders for mutual benefit and profit. Building strong relationships requires fulfilling promises to customers and providing a quality experience that earns their loyalty over time. The document also discusses how companies can measure customer satisfaction through surveys, complaint tracking, and analyzing data to better understand customer needs and improve performance.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
This document presents a study comparing the service quality of selected public and private life insurance companies in India's Rohilkhand region. Data was collected from 350 customers of LIC, ICICI Prudential, Reliance Life Insurance, and Bajaj Allianz using a SERVQUAL questionnaire. The study analyzed customers' expectations and perceptions of the five SERVQUAL dimensions - tangibility, reliability, responsiveness, assurance, and empathy. For LIC, responsiveness had the largest gap, indicating dissatisfaction with response times. For ICICI Prudential, reliability and tangibility had the largest gaps. In both cases, empathy had the smallest gap, showing customers were satisfied with understanding of their needs.
1. The study examined the influences of service quality, product quality, and innovation on customer satisfaction in Islamic banking.
2. It developed hypotheses about the relationships between customer satisfaction and the three determinants: service quality, product quality, and innovation.
3. The results found that all three determinants - service quality, product quality, and innovation - had significant positive relationships with customer satisfaction. Innovation also had a significant moderating effect on the relationships between the other two determinants and customer satisfaction.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Evaluation of some private commercial banks in bangladesh from performance pe...ijmvsc
Banks operate on a huge scale at the heart of the modern economy and the banking system has become an
integral part in the progress of economic development in Bangladesh. Besides, the banking sector has
made their innovation and efficiency crucial to the economy as it competes in an e-commerce world. The
role of banking system in this situation cannot be denied at all. This report intends to evaluate the
performance of selected private commercial banks in Bangladesh. In the study, best efforts have been put
on evaluating the performance. The growing pattern of branches, employees, deposits, loans and
advances, classified loan, net income and earnings per share of selected private commercial banks has
been considered to make an analysis on the performance evaluation of the selected private commercial
banks. To evaluate the performance, data have been collected from the secondary sources. Then the
collected data have been analyzed. From the analysis, it has been found that all of the selected banks are
in a position to make a sustainable growth in respect of branches, employees, deposits, loans and
advances, classified loan, net income and earnings per share during the period of 2007-2011 with some
fluctuation. Besides the growth pattern, other forms of calculations have been used for every selected
variable and they are trend equation and square of correlation coefficient. Under trend equation analysis,
the variables named branches, employees, deposits and net incomes hold more positive value than the
other variables considered. As the value of the slope always shows the positive number, it is a clear
indication that Bangladesh has a very good prospect in case of private commercial banks
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Influence of Interest Rate, Location, Services and Credit Procedures to Decis...QUESTJOURNAL
ABSTRACT: The purpose of this study is to determine the Influence of Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch. The population in this study were customers in the last year in April 2012 until April 2013 At Bank Sulselbar Makassar Branch with the number of samples of 80 people. Methods in collecting data in this study are questionnaires, interviews, and documentation. The method of data analysis using descriptive method and quantitative method that is by multiple linear regression analysis used to measure the Influence of Interest Rate, Location, Service and Credit Procedure To Decision Of Taking Credit At Bank Sulselbar Makassar Branch. Based on the F test of independent variables (interest rates, location, service and credit procedures) together have a positive and significant effect on the dependent variable that is the decision to take credit. By testing the correlation coefficient (R) obtained that the level of correlation or relationship between Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch is a high relationship that is 61.8%. And the rate of interest is the most dominant factor influencing Decision Making Sulselbar Credit Bank Branch In Makassar.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
The papers for publication in The International Journal of Engineering& Science are selected through rigorous peer reviews to ensure originality, timeliness, relevance, and readability.
CREDIT QUALITY IN INDIAN BANKING :QUANTITATIVE EVALUATIONDinabandhu Bag
This document summarizes a study examining factors that influence credit quality and non-performing loans in Indian banking. The study finds:
1) Both economic factors and bank-specific factors like capital adequacy ratios and credit deposit ratios influence credit quality and non-performing assets.
2) Analyzing data from 2002-2007 for 17 major Indian banks, the study finds higher capital adequacy ratios and credit deposit ratios are associated with lower non-performing loans.
3) Stronger economic growth, as measured by GDP growth, is also associated with lower non-performing loans for banks. The results provide insights into how banks can maintain better credit quality.
Impact of service quality on customer satisfaction in life insurance companie...Quang Toan Ton
This paper examines the impact of service quality on customer satisfaction in life insurance companies in Sri Lanka. The author conducted a study of 200 customers from the top 5 insurance companies in Sri Lanka who had lapsed their life insurance policies within one year. The SERVQUAL instrument was used to measure customers' perceptions of service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results showed that tangibility, responsiveness, assurance and empathy had a moderate positive impact on customer satisfaction, while reliability had a negative relationship. Of all the dimensions, assurance was found to have the most significant impact on customer satisfaction in the insurance industry. The study provides insights into how improving different aspects of service quality can enhance customer loyalty
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
This document summarizes a research study that examined the influence of product quality, brand image, and brand trust on customer satisfaction and loyalty for Samsung smartphones in Denpasar, Bali, Indonesia. The study surveyed 185 Samsung smartphone users and analyzed the data using structural equation modeling. The results showed that product quality positively and significantly influences brand image, brand trust, and customer satisfaction. Brand image and brand trust also positively and significantly influence customer satisfaction. Additionally, customer satisfaction positively and significantly influences customer loyalty. Thus, the study concludes that improving product quality is key to increasing customer satisfaction and loyalty for Samsung smartphones.
Customer loyalty in indian banking sector a comparative studyIAEME Publication
This study examined customer loyalty in the Indian banking sector between public and private sector banks. The researchers conducted a survey of 300 customers from public and private sector banks. Factor analysis identified three factors of customer loyalty: loyalty to company, response to problems, and willingness to pay. The results showed significant differences between public and private sector banks in willingness to pay and loyalty to company, but not response to problems. Customers of private sector banks and those with higher education or in business occupations showed higher willingness to pay and loyalty. The study was limited to a small sample from one Indian state.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
This document is an internship report submitted by Fahad Hossain to fulfill the requirements for a Bachelor of Business Administration degree. The report investigates the antecedents of customer satisfaction and loyalty at Berger Paints Bangladesh Limited. It includes an introduction to Berger Paints, a statement of the problem being examined, the purpose of the study, research timeline, limitations of the study, a literature review on factors that influence customer satisfaction, a conceptual framework, research questions and hypotheses, research methodology, data analysis, discussion of results, significance of the study, and recommendations. The goal is to understand the relationship between product cost, quality, delivery, supplier, time to market, service, personal interaction, and customer satisfaction
Mbile subscriber satisfaction in bangladeshTowsif Ahmed
This document summarizes a study on factors influencing customer satisfaction and subscriber growth rates in the mobile telecommunications industry in Bangladesh. The study analyzes secondary data and surveys 188 subscribers to understand satisfaction levels. Key factors examined include network coverage, pricing, promotions, value-added services, and customer service. The mobile market in Bangladesh is very competitive, with over 120 million subscribers among six operators as of 2015. Customer retention is important for operators to maintain growth in this mature industry, so understanding and improving satisfaction levels is a key concern.
Effect of Customer Relationship Management in Public and Private Banksijtsrd
In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance and care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievanceand care and customer bonding are not significantly. R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdfPaper URL: https://www.ijtsrd.com/management/business-and-retail-research/26464/effect-of-customer-relationship-management-in-public-and-private-banks/r-anuradha
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Organizational customers’ retention strategies on customer satisfaction case ...Alexander Decker
This document summarizes a research study that examined customer retention strategies at Equity Bank's Thika branch in Kenya. The study found that service quality has a significant impact on customer retention, while demographic factors like age, gender, education, and marital status do not influence retention. Additionally, the bank's stability, reliability, and community involvement also influence customer retention. The document recommends that banks focus on service quality improvements like operating hours, speed of service, responsiveness, and staff communication to boost retention.
This document discusses customer relationship management (CRM) and its importance for service companies. It defines CRM as identifying, establishing, maintaining and enhancing relationships with customers and other stakeholders for mutual benefit and profit. Building strong relationships requires fulfilling promises to customers and providing a quality experience that earns their loyalty over time. The document also discusses how companies can measure customer satisfaction through surveys, complaint tracking, and analyzing data to better understand customer needs and improve performance.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
This document presents a study comparing the service quality of selected public and private life insurance companies in India's Rohilkhand region. Data was collected from 350 customers of LIC, ICICI Prudential, Reliance Life Insurance, and Bajaj Allianz using a SERVQUAL questionnaire. The study analyzed customers' expectations and perceptions of the five SERVQUAL dimensions - tangibility, reliability, responsiveness, assurance, and empathy. For LIC, responsiveness had the largest gap, indicating dissatisfaction with response times. For ICICI Prudential, reliability and tangibility had the largest gaps. In both cases, empathy had the smallest gap, showing customers were satisfied with understanding of their needs.
1. The study examined the influences of service quality, product quality, and innovation on customer satisfaction in Islamic banking.
2. It developed hypotheses about the relationships between customer satisfaction and the three determinants: service quality, product quality, and innovation.
3. The results found that all three determinants - service quality, product quality, and innovation - had significant positive relationships with customer satisfaction. Innovation also had a significant moderating effect on the relationships between the other two determinants and customer satisfaction.
Service quality and customer satisfaction in the banking industryPatrick Sweet
This document discusses a study on the relationship between service quality and customer satisfaction in the Ghanaian banking industry, using Ghana Commercial Bank as a case study. It provides background on the importance of service quality and customer satisfaction in banking. The study aims to examine how the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy) impact customer satisfaction. It also aims to understand how customers would rate these dimensions in terms of importance and need for improvement. The document reviews relevant literature on service quality models and dimensions. It describes the methodology used in the study, which assessed customer expectations and perceptions of service quality at three Ghana Commercial Bank branches using the SERVQUAL instrument.
Evaluation of some private commercial banks in bangladesh from performance pe...ijmvsc
Banks operate on a huge scale at the heart of the modern economy and the banking system has become an
integral part in the progress of economic development in Bangladesh. Besides, the banking sector has
made their innovation and efficiency crucial to the economy as it competes in an e-commerce world. The
role of banking system in this situation cannot be denied at all. This report intends to evaluate the
performance of selected private commercial banks in Bangladesh. In the study, best efforts have been put
on evaluating the performance. The growing pattern of branches, employees, deposits, loans and
advances, classified loan, net income and earnings per share of selected private commercial banks has
been considered to make an analysis on the performance evaluation of the selected private commercial
banks. To evaluate the performance, data have been collected from the secondary sources. Then the
collected data have been analyzed. From the analysis, it has been found that all of the selected banks are
in a position to make a sustainable growth in respect of branches, employees, deposits, loans and
advances, classified loan, net income and earnings per share during the period of 2007-2011 with some
fluctuation. Besides the growth pattern, other forms of calculations have been used for every selected
variable and they are trend equation and square of correlation coefficient. Under trend equation analysis,
the variables named branches, employees, deposits and net incomes hold more positive value than the
other variables considered. As the value of the slope always shows the positive number, it is a clear
indication that Bangladesh has a very good prospect in case of private commercial banks
The Role of Consumer Education as Mediator of Service Quality on Customer Sat...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Influence of Interest Rate, Location, Services and Credit Procedures to Decis...QUESTJOURNAL
ABSTRACT: The purpose of this study is to determine the Influence of Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch. The population in this study were customers in the last year in April 2012 until April 2013 At Bank Sulselbar Makassar Branch with the number of samples of 80 people. Methods in collecting data in this study are questionnaires, interviews, and documentation. The method of data analysis using descriptive method and quantitative method that is by multiple linear regression analysis used to measure the Influence of Interest Rate, Location, Service and Credit Procedure To Decision Of Taking Credit At Bank Sulselbar Makassar Branch. Based on the F test of independent variables (interest rates, location, service and credit procedures) together have a positive and significant effect on the dependent variable that is the decision to take credit. By testing the correlation coefficient (R) obtained that the level of correlation or relationship between Interest Rates, Location, Service and Procedure Credit Against Decision Making Credit at Bank Sulselbar Makassar Branch is a high relationship that is 61.8%. And the rate of interest is the most dominant factor influencing Decision Making Sulselbar Credit Bank Branch In Makassar.
This study examines how customer demographics influence perceptions of service assurance at the State Bank of India. The researcher surveyed 330 bank customers, analyzing the effect of gender, qualification, occupation, income and their interactions on customer ratings of service assurance. The results showed that qualification and occupation had a significant influence. Specifically, undergraduate customers had higher assurance perceptions than graduate customers, and service class customers rated assurance higher than business class customers. The study concluded that banks should strengthen training to build employee expertise and manage customer expectations based on demographics.
Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
The papers for publication in The International Journal of Engineering& Science are selected through rigorous peer reviews to ensure originality, timeliness, relevance, and readability.
CREDIT QUALITY IN INDIAN BANKING :QUANTITATIVE EVALUATIONDinabandhu Bag
This document summarizes a study examining factors that influence credit quality and non-performing loans in Indian banking. The study finds:
1) Both economic factors and bank-specific factors like capital adequacy ratios and credit deposit ratios influence credit quality and non-performing assets.
2) Analyzing data from 2002-2007 for 17 major Indian banks, the study finds higher capital adequacy ratios and credit deposit ratios are associated with lower non-performing loans.
3) Stronger economic growth, as measured by GDP growth, is also associated with lower non-performing loans for banks. The results provide insights into how banks can maintain better credit quality.
Impact of service quality on customer satisfaction in life insurance companie...Quang Toan Ton
This paper examines the impact of service quality on customer satisfaction in life insurance companies in Sri Lanka. The author conducted a study of 200 customers from the top 5 insurance companies in Sri Lanka who had lapsed their life insurance policies within one year. The SERVQUAL instrument was used to measure customers' perceptions of service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The results showed that tangibility, responsiveness, assurance and empathy had a moderate positive impact on customer satisfaction, while reliability had a negative relationship. Of all the dimensions, assurance was found to have the most significant impact on customer satisfaction in the insurance industry. The study provides insights into how improving different aspects of service quality can enhance customer loyalty
This document provides an introduction and literature review for a study on the relationships between service quality, customer satisfaction, and customer loyalty in the retail banking sector in India. It begins with background on the importance of these factors in banking. The study aims to identify the critical factors influencing customer satisfaction and loyalty, and examine the interrelationships between service quality, satisfaction, and loyalty. A research model and hypotheses are proposed based on literature suggesting positive correlations between the constructs. The methodology section outlines plans to survey bank customers using validated scales to measure the variables and test the hypotheses through statistical analysis.
This document summarizes a research study that examined the influence of product quality, brand image, and brand trust on customer satisfaction and loyalty for Samsung smartphones in Denpasar, Bali, Indonesia. The study surveyed 185 Samsung smartphone users and analyzed the data using structural equation modeling. The results showed that product quality positively and significantly influences brand image, brand trust, and customer satisfaction. Brand image and brand trust also positively and significantly influence customer satisfaction. Additionally, customer satisfaction positively and significantly influences customer loyalty. Thus, the study concludes that improving product quality is key to increasing customer satisfaction and loyalty for Samsung smartphones.
Customer loyalty in indian banking sector a comparative studyIAEME Publication
This study examined customer loyalty in the Indian banking sector between public and private sector banks. The researchers conducted a survey of 300 customers from public and private sector banks. Factor analysis identified three factors of customer loyalty: loyalty to company, response to problems, and willingness to pay. The results showed significant differences between public and private sector banks in willingness to pay and loyalty to company, but not response to problems. Customers of private sector banks and those with higher education or in business occupations showed higher willingness to pay and loyalty. The study was limited to a small sample from one Indian state.
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan.
Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
This document is an internship report submitted by Fahad Hossain to fulfill the requirements for a Bachelor of Business Administration degree. The report investigates the antecedents of customer satisfaction and loyalty at Berger Paints Bangladesh Limited. It includes an introduction to Berger Paints, a statement of the problem being examined, the purpose of the study, research timeline, limitations of the study, a literature review on factors that influence customer satisfaction, a conceptual framework, research questions and hypotheses, research methodology, data analysis, discussion of results, significance of the study, and recommendations. The goal is to understand the relationship between product cost, quality, delivery, supplier, time to market, service, personal interaction, and customer satisfaction
Mbile subscriber satisfaction in bangladeshTowsif Ahmed
This document summarizes a study on factors influencing customer satisfaction and subscriber growth rates in the mobile telecommunications industry in Bangladesh. The study analyzes secondary data and surveys 188 subscribers to understand satisfaction levels. Key factors examined include network coverage, pricing, promotions, value-added services, and customer service. The mobile market in Bangladesh is very competitive, with over 120 million subscribers among six operators as of 2015. Customer retention is important for operators to maintain growth in this mature industry, so understanding and improving satisfaction levels is a key concern.
INTERNSHIP REPORT ON “Measuring Customer Satisfaction Level of Debit Cardhold...Liman Bakhtiar
The main concern of this report is to find out the customer satisfaction of ATM card holder.
So the title of the report is “Measuring Customer Satisfaction Level of Debit Cardholders of
Southeast Bank Limited”. This report is a descriptive research which is based on both
qualitative and quantitative data. Exactly 100 participants have completed structured
questioner and interviews. According the research problem research methodology was
selected and after analyzing the data it is found that the customer somewhat dissatisfied with
SEBL, although there is a number of objection among them. To increase the customer
satisfaction SEBL can take a number of initiatives like – taking initiative to eliminate wrong
information about SEBL ATM card, broadening internet banking and online shopping and
most importantly increase the number of ATM booth. This internship report will give a
narrow idea about the customer satisfaction of SEBL along with my experience and a little
introduction of SEBL. Besides this report make some recommendation to improve customer’s
satisfaction. In a nutshell SEBL should emphasize on customers satisfaction much more to
maintain a smoother customer relation.
An Internship report on Employee satisfaction of National Bank Ltd. Shekh Ishtiak Ahamed
This document provides an overview of an internship report submitted by Shekh Ishtiak Ahamed to Saleh Md. Arman on employee satisfaction at National Bank Limited's Jatrabari branch in Bangladesh. The report includes an introduction describing the background and objectives of studying employee satisfaction. It also describes the organization profile of National Bank Limited, including its vision, mission, goals, and various banking products and services. The document outlines the report's methodology, including data collection through questionnaires and analysis of responses. It acknowledges some limitations of the study due to time constraints and access to information.
The document is a presentation on measuring job satisfaction of employees at Jamuna Bank Ltd. It includes:
- Objectives to identify key job satisfaction factors and overall satisfaction through questionnaires.
- A description of the bank, its vision, organizational structure, and human resource management practices.
- Details on the study design which involved questionnaires with 10 employees of various roles.
- An analysis showing most employees were satisfied with their salary, benefits, job security, and work environment but less satisfied with opportunities for promotion and flexibility.
Customer satisfaction of super stores in bangladesh an explorative studyAlexander Decker
This document summarizes a study on identifying factors that influence customer satisfaction at super stores in Bangladesh. The study used a survey of 50 customers at 5 super stores in Chittagong, Bangladesh. Factor analysis was used to analyze the data and identify three key factors:
1. Products Factor - Related to quality, price, and variety of products.
2. Store Service Factor - Related to quality of store service and choice when shopping.
3. Customer Facilities Factor - Related to brand mix, credit card facilities, and store location.
The study found that products were the most important factor for customer satisfaction, followed by store service and then customer facilities. The results can help super store owners and managers
Customer Satisfaction of SME Department in BRAC Bank Ltdkazi rasel
The document discusses BRAC Bank's SME division and a study on customer satisfaction with it. It provides background on BRAC Bank, outlines objectives to examine the SME division and conduct a customer satisfaction survey. Key findings of the survey found that 72% of customers found SME activities to be customer-oriented, but many were dissatisfied with loan amounts, interest rates, and security documentation processes. Suggestions are made to improve customer service, increase loan amounts, reduce interest rates and documentation processes.
Customer Satisfaction On South East BankSharif Shahed
The document presents the findings of a study on customer satisfaction with South East Bank in Bangladesh. It examines the bank's products, services, facilities, and customer experiences. The study found that while employees are generally willing to help customers, the banking services could be more generalized for mass customers and the bank should increase awareness of products and services through more promotion campaigns.
Standard charter bank Bangladesh Media planning, Strategy & Digital Communica...Moniruzzaman Rasel
It's help to know student about the Standard charter bank Bangladesh Media planning, Strategy & Digital Communication...
I'm Md. Moniruzzaman try to help the student who are making the presentation like this.
if any question:
e-mail me: rasel.mr55@gmail.com
i will try to give you feedback.
Thank you
A STUDY ON JOB SATISFACTION IN BANKING SECTOR IN BANGLADESHIwate University
This report study is aimed at finding the relationship between the overall satisfaction and the various factors of job satisfaction such as payment, promotion, security, treatment, bonus etc. taking bank of Bangladesh into consideration. It overviews some theoretical literature on these satisfaction factors and presents the regression outputs and their interpretation.
The findings of the study are:
1. Position of the various satisfaction level of factors of bank.
2. The regression output has components:
o Regression statistics table
o Correlation table
o Model summery
o ANOVA table
o Regression coefficients table
3. And their interpretation.
Quantitative data is taken by conducting the survey two banks in savar such as Dutch-Bangla Bank Lt. and Sonali Bank Lt.
Premier University
B.B.A
Assignment on: Mobile banking of bkash in Bangladesh
Submitted to
Prepared By
Md.Ariful Islam Saimon Chy
ID:1022114412 Phone :01673765551
E-mail : saimonchy28@yahoo.com
Professor Keller is right now conducting various studies that deliver techniques to assemble, measure, and oversee brand value. Textbooks written by him on those subjects course reading on those subjects, Strategic Brand Management, has been embraced at top business schools and leading firms around the globe and has been proclaimed as the "Bible of Branding." Consolidating the most recent industry thinking and improvements, this investigation of brands, brand value, and strategic brand management combines a comprehensive theoretical foundation with numerous techniques and practical insights for making better day-to-day and long-term brand decisions–and thus improving the long-term profitability of specific brand strategies. In this slides, you will get the synopsis of brand management. For details, please read the main book.
Compensation Package and Employee Job Satisfaction of First Security Islami B...Sakhawat Hossain
This chapter provides an overview of First Security Islami Bank Limited (FSIBL):
- FSIBL is an Islamic commercial bank in Bangladesh committed to providing high-quality financial services.
- The bank has expanded rapidly in recent decades and plays an important role in the country's economic and social development.
- The author conducted an internship at FSIBL to learn about the banking industry and basic operations of different departments.
- FSIBL has created a positive reputation through good customer service and introducing popular modern banking schemes.
4.[40 55]the drivers of customer loyalty to retail banksAlexander Decker
The document summarizes a study on the drivers of customer loyalty in the retail banking sector in Bangladesh. It identifies the objectives as investigating the interrelationships between service quality, customer satisfaction, corporate image, customer value, and customer loyalty. It also aims to identify the most important driver of customer loyalty. The literature review discusses these constructs and their relationships. A survey was conducted with 100 retail banking customers in Bangladesh to understand these relationships. The results found that all the constructs are positively correlated with each other and that customer value is the most important driver of customer loyalty in the retail banking sector in Bangladesh.
Customer relationship management in indian retail banking industryiaemedu
- The document is from the International Journal of Management and discusses customer relationship management (CRM) in the Indian retail banking industry.
- It develops a framework for a Customer Relationship Management Model (CRMM) applicable to Indian retail banks and analyzes how service quality influences customer behavior and satisfaction levels.
- The results reveal a lack of CRM package adoption and awareness among bank employees, suggesting successful implementation requires creating the right culture and attitude to prioritize customer service.
Customer Satisfaction in Retail Banks- Empirical Studyprem velpula
This document summarizes a study on customer satisfaction with retail banking services at selected private banks in Ghana. The study assessed customer satisfaction across five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. A questionnaire was administered to 140 customers across five banks to understand their satisfaction levels. The results found that responsiveness and assurance had the highest levels of customer satisfaction, while tangibles had the lowest. The study concluded that banks should focus on improving factors that increase customer satisfaction and loyalty in order to reduce customer attrition.
Customers Satisfaction on the Retail Banking Sector in Bangladesh: A Case Stu...Dr. Amarjeet Singh
This document analyzes customer satisfaction with retail banking services at City Bank Limited in Bangladesh. It conducts a case study through a survey of 50 City Bank customers to measure their expectations and satisfaction levels. The survey finds that customers are generally satisfied with reliability but less satisfied with accessibility, fees, and ATM services. To improve satisfaction, the bank should focus on expanding its branch network, simplifying the account opening process, improving ATM availability and reducing transaction fees. The study aims to help City Bank enhance its customer service and better meet customer needs.
Customer is a king and Customers are the mainly focused in making new marketing strategy. In the banking field a unique relationship exists between the customers and the bank. But because of various reasons like lack of training ,new technology literacy, financial targets, risk of failure etc., some banks are still following the traditional ways of marketing and another hand some are making attempts to adapt CRM. It is with this background, the researcher has made a modest attempt towards the idea that CRM can be adapted uniformly in the banking industry for betterment of Banking Services. Understanding on Customer Relationship Management is always a concern among the service providers especially banks. Banks makes their own way of managing their relationships new and existing customers. The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to study the importance of CRM systems and in-depth knowledge of methods and management techniques customer relationships.
The main issue of this study is that CRM has become a multi-faceted and complex phenomenon that is ridden by various factors. Due to this complexity, a number of different variables have been used to measure CRM which investigated by several prior studies. However, most of businesses need to know and look at the particular measures and dimensions of the CRM that have a significant impact on customer satisfaction and loyalty, which would enrich the business' performance, especially with the increase in competition as well as lack of differentiation in providing a service. This paper aimed to review literature on CRM and to identify its impact on customer satisfaction and customer loyalty. The studies are analyzed on the basis of some general characteristics and variables that significantly enhance CRM and its influence on customer satisfaction and customer loyalty. For this purpose, we investigate the existing literature on the impact of CRM on customer satisfaction and customer loyalty along with its spread among publications to identify the potential development in the field.
This document provides background information and outlines the objectives of a study on customer loyalty and retention in the Ghanaian banking sector, using Stanbic Bank Ghana as a case study. Specifically, the study aims to:
1) Identify factors that drive customer retention at Stanbic Bank Ghana, as well as barriers to retention.
2) Determine if customer satisfaction leads to increased customer retention.
3) Explore if dissatisfied customers switch to other banks seeking better customer service.
The justification for the study is that in today's competitive banking environment, maintaining loyal customers is important for profitability and business sustainability. The research seeks to provide insights to help Stanbic Bank Ghana improve customer relationships and retention.
Explaining Customer Satisfaction with Experience, Customer Trust and Commitme...theijes
The International Journal of Engineering & Science is aimed at providing a platform for researchers, engineers, scientists, or educators to publish their original research results, to exchange new ideas, to disseminate information in innovative designs, engineering experiences and technological skills. It is also the Journal's objective to promote engineering and technology education. All papers submitted to the Journal will be blind peer-reviewed. Only original articles will be published.
Relationship Marketing Strategies in Banking Sector: A ReviewIJBBR
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
This document discusses customer relationship management (CRM) implementation in Indian commercial banks. It begins with an abstract that outlines how CRM has become important for banks to cope with increasing competition. The document then reviews literature on the different phases of CRM - acquisition, enhancement, and recovery. It discusses how successful CRM implementation requires efforts across all three phases. The document also finds that CRM implementation is strongly linked to higher customer satisfaction and better business performance based on a survey of commercial banks in India. Frequent customer contact and strong service recovery were found to particularly help with customer retention.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
This document summarizes a research study on surveying the effective factors on customer satisfaction levels at state banks in Iran. The study examined four factors: service quality, administrative factors, physical factors, and personnel factors. Surveys were conducted with 200 bank customers in Abhar, Iran.
The results found that all four factors had a positive relationship with customer satisfaction levels. Within each factor, specific sub-factors were found to be most important: for service quality it was interest rates on bank deposits; for administrative factors it was the managerial potential of branch managers; for physical factors it was ATM systems; and for personnel factors it was the patience level of bank clerks against customer criticisms. The study concludes that focusing on these key
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
A comparative analysis of public and private sector banks in indiaAlexander Decker
This document discusses a study comparing customer satisfaction levels between public and private sector banks in India. It provides background on the banking industry and importance of customer satisfaction. The study was conducted through a survey of 160 bank customers in Chandigarh city. Statistical tests were used to analyze differences in customer perceptions of service quality between public and private banks. The results showed that private sector banks placed more emphasis on relationship building and had better infrastructure, leading to higher levels of customer satisfaction compared to public sector banks.
Banking is a crucial sector for any economy. This study examined how customer satisfaction and retention at banks impacts financial profitability. A survey of bank employees found that customers are generally more loyal and trusting of older, established banks due to their strong reputation, competent staff, and reliable services. The study indicates enhancing customer satisfaction, through employee training and high quality services, can help banks increase profitability and compete effectively.
The degree of intense competition in banking industry of Bangladesh is going to manifold in the current decade. The competition goes not only to capture market share but also to differentiate in offerings and services. The paper has empirically examined the relationship between implementing SWOT analysis and achieving competitive advantage in the sample banks. The study covered six banks i.e., three govt. and three private commercial banks operating in Chittagong district of Bangladesh. The samples consisted of bank branch executives taking six executives of each branch of the study areas. The technique of purposive sampling was used to select the sample respondents where the questionnaire consisted of 12 items that measure the dimensions of competitive advantage and 13 items that represent the process of SWOT analysis. The result of study showed significant correlation between SWOT analysis and dimensions of competitive advantage i.e., speed, quality, flexibility, and cost-benefit. The Co-efficient of Correlation is 0.69. Again, the competitive advantage is a strategic goal and it is a dependent variable. The paper identified that the good performance of a bank was dependent on internal as well as external variables and it was related to achieve a competitive advantage in the sample banks. Thus, for achieving competitive advantage in competitive market, the sample banks may take care of carrying out SWOT analysis on a continuous basis for facing its threats and weaknesses as well as creating opportunities and strengths. The study suggested some strategies for increasing its strengths, opening new opportunities, on one hand and overcoming weaknesses; and resisting threats through choosing areas of improvement like delivery of banking services to the customers at minimum cost, prompt one stop service, flexibility and adaptability in offering competitive banking products, IT based infra-structural facilities, building leadership skills and personality development of bank executives through training on a continuous basis, for sample banks in particular and banking industry of Bangladesh in general.
A Research Proposal The Relationship Between Customer Satisfaction And Consu...Brooke Heidt
This document is a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It begins with an abstract that outlines the purpose, methodology, and hypothesis of the study. The introduction provides background on the importance of customer satisfaction and loyalty for banks. The literature review defines key concepts like customer satisfaction, customer loyalty, and service quality. It also discusses research showing a relationship between satisfaction and loyalty. The methodology section describes how data will be collected through a survey and analyzed to test the hypothesis that there is a positive relationship between customer satisfaction and loyalty.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
This document summarizes a research study on the impact of physical evidence on customer perceptions of service quality at Transnational Bank in Nakuru, Kenya. The study examined how the bank's interior and exterior environment (spatial layout, ambient conditions, signage/artifacts) influence customer views of the reliability, responsiveness, assurance and empathy of bank services. A sample of 95 bank customers completed questionnaires. The results showed significant relationships between the physical branch environment and customer perceptions of service quality. Specifically, ambient conditions, spatial layout, and signage/symbols were found to influence how customers rate the service at the bank. The document provides context on the competitive pressures facing Kenyan banks and the importance of differentiating service quality.
Running head CUSTOMER SERVICE1CUSTOMER SERVICE2Cust.docxsusanschei
Running head: CUSTOMER SERVICE
1
CUSTOMER SERVICE
2
Customer Service
LaShanda Lewis
AMU
I. Introduction
Significant changes and advances have been made in customer service research. A lot of researchers have concentrated on defining and measuring customer service, as well as its importance for the sake of isolating it from the marketing mix. It is essential to enhance the establishment of service levels as an overall strategy of marketing. This, in turn, helps in evaluating customer experiences and provides suggestions for future research.
A. Thesis:
Customer service is the backbone of success in significant service organizations and the industry as a whole, and thus, this concept needs to be integrated into organization operations to achieve maximum profitability and customer retention.
II. Body - Paragraph 1:
Topic A.
Factors affecting successful customer service
Supporting Evidence
Satisfactory customer service is dependent on creativity, innovation, and high-quality standards. There are various factors which affect the effectiveness of customer service delivery (Wilson et al., 2012). Organizations can develop standards of performance to meet statistical goals.
Explanation
Poor customer service leads to a disastrous outcome. An organization with perfect customer service thrive as a result of increased efficiency. Negative word of mouth from consumers might lead to deterioration of the organization success.
Why is this important?
This is an essential aspect of consideration primarily due to the level of dynamism and competition in the market. The determination of factors affecting customer service will help organizations come up with strategies to counter competition in the market.
III. Body - Paragraph 2:
Topic B
Relationship between customer service and customer satisfaction
Supporting Evidence
There is a strong relationship between customer satisfaction and customer service. Meeting the needs of a consumer at the end of purchase should be prioritized by all human resource functional units in the organization. The pot purchase stage determines the level of satisfaction of consumers (Brady et al. 2010).
Explanation
Customer satisfaction is measured by the disconfirmation theory, which compares the evil of performance after making use of the product. The level of expectation matters in customer service and quality needs to be enhanced.
Why is this important?
This is important because consumer satisfaction and customer service are highly correlated. Without good customer service, customer satisfaction cannot be achieved, and vice versa.
IV. Body- Paragraph 3
Topic C
How customer service affect customer loyalty
Supporting Evidence
Loyalty is defined as the commitment to the organization and the consumer, which forms profoundly after a consumer can get excellent services and quality products to suit his or her needs. Loyalty encourages repetitive buying, and cannot be realized where there is poor custo ...
Bank of India - Project Survey Report.pdfManav Saxena
The study was undertaken to know the preference of the customers. To determine the main factors influencing the level of customer satisfaction in Bank of India. To assess the level of customer satisfaction with the quality of service of Bank of India. The project is an attempt to find out the ways of customer satisfaction adopted by the Bank of India in the real world. So that it would be useful for a manager and staff in the real business when he will have the responsibility to do the same.
1. Customer Satisfaction Measurement For State Owned Banks
In Least Developed Countries – A Case Of Bangladesh
Muhammad Saifuddin Khondaker and Monir Z. Mir
Customer Satisfaction has become an important dimension for
performance measurement particularly for banking and finance industry.
As most banks and finance organizations offer similar products and
services, improving customer satisfaction and loyalty is the most
important factor in maintaining as well as increasing market share for
these organizations. Customer satisfaction is grossly neglected area for
performance measurement in most Least Developed Countries (LDCs)
including Bangladesh. Like most LDCs, Bangladesh is also facing
external pressures from IMF, World Bank, ADB etc for reforming
incompetent financial sector. The purpose of the paper is to identify the
factors that affect and explain customer satisfactions in state-owned
commercial banks (SCBs) in comparison with private banks of
Bangladesh. This study has focused on how customer satisfaction
indicators can direct the policy measures in shaping and reforming the
currently loss staggering, bureaucratic, poor quality and corrupted state-
owned banks which still controls the financial market through 3383
branches (50% of total branches of banking sector). The findings of the
study are expected to guide state-owned commercial banks as well as
private, foreign and Islamic banks in Bangladesh to improve their
customer satisfaction.
Keywords: Service quality, Customer satisfaction, Governance, State-
owned Commercial Banks, Bangladesh
1. INTRODUCTION
Customer Satisfaction (CS) has become an important measure of firm performance and
hence become an important domain of interest for accounting and finance research
literature. The institutional theory and stakeholder theory suggest the
multidimensionality of the customer as not only an economic being but also a member
of a family, community and country. Recent research in accounting advocates usage of
customer satisfaction and loyalty as useful non-financial measures of firm performance
resulting in good corporate governance (Smith and Wright, 2004).
The ability to satisfy customers is vital for a number of reasons. For example, it has
been shown that dissatisfied customers tend to complain to the establishment or seek
redress from them more often to relieve cognitive dissonance and failed consumption
Author: Muhammad Saifuddin Khondaker, School of Accounting, University of Western Sydney (UWS),
NSW, Australia, Ph 02-9829 5454, Mobile 0425 295 132, Email: saifraihan@yahoo.com
Co-author: Dr. Monir Z. Mir, Faculty of Business & Government, Accounting, Banking and Finance
Discipline, University of Canberra ACT 2601, Office: Building 6, Level C, Room 14
Phone: +61 (0)2 6201 5841, Fax: +61 (0)2 6201 5238, Email: Monir.Mir@canberra.edu.au
1
2. experiences (Oliver, 1987; Nyer, 1999). A disgruntled customer can, thus, become a
saboteur, dissuading other potential customers away from a particular service provider.
The need for a competent financial sector is important to stimulate and support
economic growth through efficient resource allocation. The role of the financial sector in
economic growth is even greater in developing countries as their tolerable margin of
error in resource allocation is small (Reaz and Arun, 2006). Customer satisfaction is
grossly neglected measure of governance in most LDCs including Bangladesh. Like
most developing countries financial sustainability of the state owned commercial banks
(SCBs) is far more critical for Bangladesh rather than private commercial banks (PCBs)
as SCBs have large rural branch networks focusing social welfare rather than profit
maximizing policies (Choudhury, 2002). Among all the banks that are operating in
Bangladesh, anecdotal evidence suggests that the financial sustainability of SCBs is
threatened due to their poor service quality. In an ever increasing competitive market,
SCBs in Bangladesh need to differentiate and improve its governance through
reclaiming customer confidence and support for its own survival. A better understanding
of the determinants of customer satisfaction of SCBs should help the policy makers in
devising policies to improve the service quality of SCBs and thereby improve their
financial sustainability. According to the former Governor of Bangladesh Bank (Central
Bank of Bangladesh):
…..the nationalized commercial banks (NCBs) should undergo more
reforms to upgrade service standard and attain better financial health.
Appreciating high customer service standards of private commercial banks
(PCB), he said good corporate governance and efficient management are
the secret of PCBs' success. (The Daily star, June 03, 2003)
Under such circumstances this study addresses two major research objectives:
1. Identify the factors that determine service quality in the context of nationalized
commercial banks of Bangladesh
2. Evaluate how key service quality dimensions relate to the important measure of
governance – customer satisfaction
Our study will focus on SERVQUEL model (Parsuraman et. Al.1988) and explore the
possible factors and measures of service quality for banks in the context of developing
economy particularly SCBs of Bangladesh. Therefore, the study will conduct a
questionnaire survey on SCB customer to identify the critical factors that define
customer satisfaction for SCB and the intensity/ranking of those key variables. The
questionnaire survey on customers will enable the banking sector identify and work on
the issues customers considered important in a specific service encounter (transaction -
specific model) i.e. what they feel banks should offer than would offer ( Parsuraman et
al., 1988) in SCBs of Bangladesh. The study will also explore the ranking of those
issues developed from customer feedback which will enable SCBs decide on priorities
in a resource constraint economy.
2
3. 2. LITERATURE REVIEW
Banker et al. (2000) identified the relationships between customer satisfaction and
governance indicator like firm performance. They have established that investment in
customer relationships provides the basis for developing strategies for creating
customer value, and that such strategies provide the foundation for sustainable
competitive advantage leading to solid financial performance. Liang et al. (2009) have
successfully tested the relationship between CS and loyalty which leads to higher
financial performance measured as customer retention and cross-buying. Reicheld
and Sasser (1990) argued that loyal and satisfied customers are less likely to switch to
other providers and their retention requires less ongoing relationship effort to retain.
Dutta and Kirti (2009) explored the gap between customer expectations and perceptions
of service quality factors across public, private and foreign banks in India based on
SERVEQUEL model. According to the findings of the paper- tangibles, assurance,
empathy and reliability dimensions explain customer satisfaction in Indian banks. Reaz
and Arun (2006) conducted a descriptive study on the state of Corporate Governance
for banking sector which highlighted the underperforming public banking sector of
Bangladesh and recommended reform in governance. The prescriptions of donor
agencies like World Bank, IMF, and ADB etc are also centered around the notions of
reforming the state owned banks and capital market, improving service quality &
performance and good governance, as closure of them would cost more in terms of
public welfare (Zafarullah, H; Huque, A, 2001). Andaleeb et al.[2000 (a), 2000 (b), 2001,
2007] has broadly explored the issues relating service quality and patient satisfaction in
public, and private hospitals in Bangladesh. The findings of those papers shaped the
SERVQUEL model through combining and including cultural variables in the scale for
measuring satisfaction for service sector in Bangladesh.
The assessment of customer satisfaction for banking sector poses few challenges
particularly in developing countries like Bangladesh. The most critical challenge is-
What criteria should be used for satisfaction measurement? Studies in developing world
have shown a clear link between customer satisfaction and service quality (Rao et al.
2006; Zineldin 2006). Among few models used in similar research in developed
countries the SERVQUAL (Parasuraman et al., 1985; 1988; 1991) framework (a method
to assess customer satisfaction for service industries) has been considered as
prominent in explaining customer satisfaction.
In our empirical study on CS in SCBs we modified the SERVQUAL model based on the
secondary research, qualitative interviews, and focus group discussions to accurately
describe factors determining service quality in banking sector in the context of
Bangladesh. We identified eight dimensions which were modelled with overall
satisfaction as the dependent variable. As a performance measure, satisfaction is
considered an important outcome of customer care in SCBs.
Based on our secondary research and group discussions, our proposed SQ model in
this study is as follows:
3
4. Figure 1
Responsiveness
Assurance
Physical
Comfort
Service Customer
Variety of Quality Satisfaction
Service
Procedural
Delay
Communication
Value
Inappropriate
Behaviour
The basic model tested in our study therefore is-
Satisfaction = a+b1*responsiveness+b2*assurance+b3*physical
comfort+b4*variety of service-b5*procedural delays+b6*communication-b7*costs-
b8*inappropriate behaviour+error
3. DATA AND METHODOLOGY
Secondary Research
Secondary research was first conducted to find the studies on service quality in local
and foreign journals. The lack of indigenous literature led to our derivation of preliminary
insights from models developed in developed countries and application of customized
SQ model in other sectors. These models were instrumental in guiding the qualitative
interviews with experts and recipients of bank services in Bangladesh; and the key
service issues were derived from their inputs.
Questionnaire design
A preliminary version of the questionnaire was developed in English based on
secondary research and focus group discussions. Each items was rated on a seven-
point Likert scale anchored at the numeral 1 with the verbal statement „Strongly
Disagree‟ and the numeral 7 with the verbal statement „Strongly Agree‟. The
4
5. questionnaire was pre-tested and refined until it was at appropriate wording and
captured the desired constructs.
Data Collection and Sampling Plan
The study was conducted in two phases. Because of resource and time constraints and
the exploratory nature of this investigation, only 100 interviews in the first phase and
240 interviews in the second phase were planned from Dhaka city. A complete list of the
branches of NCBs operating in Dhaka has been collected.
In the first phase, five branches of each of the four SCB have been selected randomly.
From each branch, five respondents have been selected systematically. In the second
phase, ten branches of each of the four SCB have been selected randomly. From each
branch, six respondents have been selected systematically. Every third customer has
been chosen as respondent in both phases.
This procedure was difficult to implement, as many times the third respondents did not
like to be interviewed. In that case, the next respondent was chosen. There were some
incomplete questionnaires. Ultimately, 98 survey questionnaires from first phase and
214 survey questionnaires from second phase were analysed.
4. FINDINGS
Pilot survey resulted in following model:
Model Summary
Model R R Square Adjusted R Square Std. Error of the Estimate
1 .785 .616 .615 .29389
a ) Predictors: (Constant), INAP_EMP, ASSURNC, INAP_PAY, PHYSCOM,
RESPONSE
b ) Dependent Variable: SATIS
Based on pilot survey, questionnaire was modified by including more factors. Each
factor was assessed for reliability using coefficient alpha. The reliability coefficients
always exceeded the value of 0.7 recommended by Nunnanlly (1978). The result of final
survey is presented below:
New Variable Created Alpha value
Inappropriate behaviour of employees that involves time i.e. 0.8632
negligence of employees
Inappropriate behaviour of employees regarding extra favour 0.8359
special clients or receiving payment i.e. baksheesh
Now, the following table summarizes the reliability analysis:
5
6. Factor Accepted Alpha Value Variable name
in the model
1 Responsiveness 0.8832 RESPONSE
2 Assurance 0.7472 ASSURNC
3 Physical comfort 0.7173 PHYSCOM
4 Variety of service 0.7759 MOD_SERV
5 Inappropriate behaviour re: negligence 0.8632 NEGL_EMP
6 Inappropriate behaviour re: favouritism 0.8359 FAV_EMP
7 Satisfaction 0.7783 SATIS
R square indicates the portion of variability in dependent variable (satisfaction) is
explained by the model. From the analysis above, it indicates that the model explains
53% variability in satisfaction of customers. The coefficient of the variables indicates the
strength of relationship between the independent variable and dependent variable.
From the above analysis, derived new model is shown below:
Figure 2
Responsiveness
Assurance
Physical Service Customer
Comfort Quality Satisfaction
Variety of
Service
Inappropriate
Behaviour
The final model summary is as follows:
R R Square Adjusted R Std. Error of the Durbin-
Square Estimate Watson
.733 .537 .524 1.17 2.006
a) Predictors: (Constant), FAV_EMP, MOD_SERV, PHYSCOM, NEGL_EMP,
ASSURNC, RESPONSE
b ) Dependent Variable: SATIS
6
7. Coefficients
Unstandardized Standardized t Sig.
Coefficients Coefficients
Model B Std. Error Beta
1 (Constant) 1.113 .496 2.242 .026
RESPONSE .417 .079 .385 5.267 .000
ASSURNC .245 .095 .187 2.572 .011
PHYSCOM .291 .077 .220 3.799 .000
NEGL_EMP -6.930E-02 .051 -.075 -1.359 .176
MOD_SERV -6.626E-02 .047 -.068 -1.421 .157
FAV_EMP -5.169E-02 .044 -.059 -1.166 .245
A Dependent Variable: SATIS
So, the model is:
Satisfaction = 1.113+ 0.385 Responsiveness + 0.187 Assurance + 0.220 Physical
comfort –0.075 negligence of employees – 0.068 variety of service – 0.059
favouritism of employees.
This study tested above CS model using the transaction – specific framework. The
results suggest that our model satisfactorily explains customer satisfaction and SCB
management and staffs should focus on three major elements- responsiveness,
physical comfort and assurance- if customer satisfaction is to be treated as a strategic
variable and enhanced.
The outcome of the study clearly shows that the „responsiveness‟ dimension of service
quality was most important to customers. This dimension includes personal attributes of
the SCB staffs with the customers including whether staffs were prompt, courteous,
helpful & knowledgeable and understood customer needs. It is important, therefore, for
SCBs to train and develop their staff so that customer expectations are met or
exceeded along those attributes.
Based on the regression coefficients, “physical comfort” was determined to be next in
importance in influencing customer satisfaction. The positive beta value suggests that
when the tangibles are not in accordance with expectations, customer satisfaction
declines. The key tangible attributes found in the survey were the temperature, interior,
furniture and tidiness of the banks. To enhance the customer comfort and eventually
their satisfaction, SCB should seriously focus on those attributes.
Based on the regression coefficient and beta values the construct “assurance” ranked
third in importance. The positive beta value suggests that customer expects the SCB
staffs should be competent and able to solve their problem at first chance. If their
expectations are not met they would consider the service is unsatisfactory resulting with
customer dissatisfaction.
7
8. The last two variables “inappropriate behaviour” and “variety of services” have lower
beat value and considered to have least impact on SCB customer satisfaction. This
finding seems logical as “Variety of service” in terms of ATM, credit card, providing bank
statements and phone banking is completely new concepts of banking for SCB
customers. As they are unaware and unwilling to avail those services, the variable has
hardly affected their satisfaction.
The last variable “inappropriate behaviour” has been broken into three constructs based
on factor analysis which suggests little impact on satisfaction. Though „inappropriate
behaviour” by employees or favouritism does influence customer satisfaction; however,
the variable has only nuisance value. The low impact of “inappropriate behaviour” also
seems to support main thesis of this paper-that quality (via responsiveness and
assurance) is more important than cost and access. If a small price needs to be paid in
the form of baksheesh or favour, its impact on customer satisfaction is significant but
marginal (Andaleeb, 2001, p. 1366).
5. CONCLUSION :
We believe our model for assessing customer satisfaction in the underperforming SCBs
is a useful one. We also believe that if SCB management and government bodies
(finance ministry, Central bank) want to revive SCB from near closure, they must
continually strive to increase the levels of customer satisfaction by emphasizing the
significant factors discerned in this study and as suggested by the transaction-specific
model.
Future research:
The factors like “variability of service”, “inappropriate behaviour” and “cost” showed
surprisingly lower value which may need to be explored in future research. The role of
market incentives may be included in future models of customer satisfaction to
differentiate the attitude/willingness of SCB and PCB employees. By considering these
aspects, it may be possible to provide deeper insight into the factors that SCB
management, related government bodies and Bangladesh Bank need to stress in their
policy development.
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