Syed Mohammad Ashiqullah submitted an internship report to his lecturer, Mr. Samir Mainuddin, on August 24, 2006 regarding his internship at Bank Asia Ltd. The report examines the relationship between automated service quality, customer satisfaction, and financial performance at Bank Asia. It includes an introduction on Bank Asia, a problem statement on factors potentially impacting financial performance, and a literature review on key concepts.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...Aby Abdul Rabb
Abstract: The purpose of this research article is to evaluate the customers’ satisfaction towards the banking services rendered by the SBI in Kanyakumari District. The author conducted a literature search on banking services of SBI interviewing of its 150 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of Kanyakumari district. The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, banking performance, infra- structure facility, loan oriented services and other value added services. Analysis was made by using various tools like percentage Analysis, Chi- Square Test and charts. The result showed that there is a significant relationship between the variable of customer satisfaction and banking services of the SBI and the customers have a medium level of satisfaction. The SBI could consider the researcher’s suggestions in order to alleviate its reputation and customer satisfaction.
Keywords: Customer satisfaction, Banking Services and services of SBI.
Quality of online banking services a comparative study of sbi & icici bankKarishma Prajapati
a research is conducted on the quality of online banking services of SBI & ICICI bank in india. A small survey is conducted with 50 limited respondents.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A Study on Customer’s Satisfaction towards Banking Services of State Bank of ...Aby Abdul Rabb
Abstract: The purpose of this research article is to evaluate the customers’ satisfaction towards the banking services rendered by the SBI in Kanyakumari District. The author conducted a literature search on banking services of SBI interviewing of its 150 customers and thoroughly scrutinized how it caters to the banking needs of the inhabitants of Kanyakumari district. The study also focused on various factors that determine the customers’ satisfaction like employees’ behaviour, banking services, banking performance, infra- structure facility, loan oriented services and other value added services. Analysis was made by using various tools like percentage Analysis, Chi- Square Test and charts. The result showed that there is a significant relationship between the variable of customer satisfaction and banking services of the SBI and the customers have a medium level of satisfaction. The SBI could consider the researcher’s suggestions in order to alleviate its reputation and customer satisfaction.
Keywords: Customer satisfaction, Banking Services and services of SBI.
Quality of online banking services a comparative study of sbi & icici bankKarishma Prajapati
a research is conducted on the quality of online banking services of SBI & ICICI bank in india. A small survey is conducted with 50 limited respondents.
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...ijtsrd
Public sector banks like BANK OF BARODA are in tremendous pressure from private sector banks like ICICI banks. Public sector banks are realizing the significance of customer centred philosophies and are turning to improve service quality to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL is an effective model for analysis of the difference between customer expectations and perceptions in the banking sector. G Nandini | Dr. B. C. Lakshmanna "A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using Servqual Model" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45171.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/45171/a-comparative-study-on-service-quality-of-bank-of-baroda-and-icici-bank-using-servqual-model/g-nandini
The Customer Perception of Ar Rahnu Islamic Pawn System by Bank Rakyat in Kuc...Mohamad Rafiq Latif
The overall aim of this paper is to conduct research on customer perceptions on Ar-Rahnu product by Bank Rakyat especially in Kuching, Samarahan and Serian. It also hopes to be able to provide some preliminary indications of the impact of perception by customers to the overall branches in Bank Rakyat.
Research By;
NORSHAHRIMAN BIN NORDIN
MOHAMAD RAFIQ BIN LATIF
MAISARAH BINTI MARZUKI
For the purpose of graduating Master of Business Administration, Universiti Teknologi MARA.
Reliability, Responsiveness, Assurance, Empathy, And Tangible: Still Can Sati...inventionjournals
These days, Cooperative is looked underestimated. If it seen from the credit interest side, it amount is 20-22%. Meanwhile, working capital credit interest in national banking is 12.96%. And the investment credit is 12.35% and credit consume interest is14.35%. Cooperative can compete by improving their service quality. The cooperative of employees Bulog Division Residence East Java Province is a cooperative that mostly of its business run in service, so it was expected at this cooperative not getting down like the others. This research aims to know the influence of service quality to the member’s satisfaction. This type of research is explorative in line with associative. Intake technique is random sampling. Based on tables of kircjie, if the population in this research is 170 the sample is 118. The data collecting is using questionnaire. Result show that there is influence by together between reliability, responsiveness, assurance, empathy, and tangible to member satisfaction. This research concluded that if quality of given service as according to member’s expectation will increase the member’s satisfaction.
CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOAN AT PUBLIC BANKS OF TA...IAEME Publication
Tamilnadu has made a rapid stride in the development of urban cooperative banks with an aim to provide adequate and timely financial assistance to help the small entrepreneurs, middle class and weaker sections of the society. The present study was undertaken to analyze the perception of customers towards home loans of Public Banks of Tamilnadu. The paper examined the satisfaction level and problems faced by customers while availing loans. A sample of 100 customers of the bank comprising of public servants, Public sector employees and self-employed from its three branches serving Chennai, Kanchipuram and Thiruvallur Districts has been selected. The research has found that the customers of the bank were highly satisfied with the home loan services in relation to its services, transparency, time taken for loan approval, employee co-operation and query handling, prima facie of some problems like procedural delays, lack of knowledge and red-tapisim. The results further revealed that the main reason for people to prefer this bank is the trust of the customers in the bank, lower interest rates and easy repayable installments.
How to derive the use of alternate delivery channels without customer disconn...Tejpal Verma
Summer Internship report on a project facilitated by Tejpal (Finance Intern from Savitribai phule pune university) under guidance of Mr. Rakesh Kumar Chadha, RBDM Head, Bank of Baroda,Regional office, Pune
This is a Guide for applying Strategy Tools in farm enterprises. The Tools are developed into the STRAT Leonardo project and are useful for farm enterprises of medium or small size.
A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using...ijtsrd
Public sector banks like BANK OF BARODA are in tremendous pressure from private sector banks like ICICI banks. Public sector banks are realizing the significance of customer centred philosophies and are turning to improve service quality to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL is an effective model for analysis of the difference between customer expectations and perceptions in the banking sector. G Nandini | Dr. B. C. Lakshmanna "A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using Servqual Model" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd45171.pdf Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/45171/a-comparative-study-on-service-quality-of-bank-of-baroda-and-icici-bank-using-servqual-model/g-nandini
The Customer Perception of Ar Rahnu Islamic Pawn System by Bank Rakyat in Kuc...Mohamad Rafiq Latif
The overall aim of this paper is to conduct research on customer perceptions on Ar-Rahnu product by Bank Rakyat especially in Kuching, Samarahan and Serian. It also hopes to be able to provide some preliminary indications of the impact of perception by customers to the overall branches in Bank Rakyat.
Research By;
NORSHAHRIMAN BIN NORDIN
MOHAMAD RAFIQ BIN LATIF
MAISARAH BINTI MARZUKI
For the purpose of graduating Master of Business Administration, Universiti Teknologi MARA.
Reliability, Responsiveness, Assurance, Empathy, And Tangible: Still Can Sati...inventionjournals
These days, Cooperative is looked underestimated. If it seen from the credit interest side, it amount is 20-22%. Meanwhile, working capital credit interest in national banking is 12.96%. And the investment credit is 12.35% and credit consume interest is14.35%. Cooperative can compete by improving their service quality. The cooperative of employees Bulog Division Residence East Java Province is a cooperative that mostly of its business run in service, so it was expected at this cooperative not getting down like the others. This research aims to know the influence of service quality to the member’s satisfaction. This type of research is explorative in line with associative. Intake technique is random sampling. Based on tables of kircjie, if the population in this research is 170 the sample is 118. The data collecting is using questionnaire. Result show that there is influence by together between reliability, responsiveness, assurance, empathy, and tangible to member satisfaction. This research concluded that if quality of given service as according to member’s expectation will increase the member’s satisfaction.
CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOAN AT PUBLIC BANKS OF TA...IAEME Publication
Tamilnadu has made a rapid stride in the development of urban cooperative banks with an aim to provide adequate and timely financial assistance to help the small entrepreneurs, middle class and weaker sections of the society. The present study was undertaken to analyze the perception of customers towards home loans of Public Banks of Tamilnadu. The paper examined the satisfaction level and problems faced by customers while availing loans. A sample of 100 customers of the bank comprising of public servants, Public sector employees and self-employed from its three branches serving Chennai, Kanchipuram and Thiruvallur Districts has been selected. The research has found that the customers of the bank were highly satisfied with the home loan services in relation to its services, transparency, time taken for loan approval, employee co-operation and query handling, prima facie of some problems like procedural delays, lack of knowledge and red-tapisim. The results further revealed that the main reason for people to prefer this bank is the trust of the customers in the bank, lower interest rates and easy repayable installments.
How to derive the use of alternate delivery channels without customer disconn...Tejpal Verma
Summer Internship report on a project facilitated by Tejpal (Finance Intern from Savitribai phule pune university) under guidance of Mr. Rakesh Kumar Chadha, RBDM Head, Bank of Baroda,Regional office, Pune
This is a Guide for applying Strategy Tools in farm enterprises. The Tools are developed into the STRAT Leonardo project and are useful for farm enterprises of medium or small size.
Buying behaviour of working adults towards branded apparel in select indian c...Shubha Brota Raha
The Indian apparel market has demonstrated resilience and growth in an environment characterized by slow economic growth. The domestic apparel market, which was worth INR 207,400 crore (~USD 38 billion) as of 2012, is expected to grow at a compound average growth rate (CAGR) of 9% over the next decade. After food and grocery, it is the 2nd biggest category under organized as well as unorganized retail. Further, on 7 December 2012, the Federal Government of India allowed 51% FDI in multi-brand retail in India.
The face of Indian apparel market is changing very fast. A new class of customers with more money to spend, and a growing passion for fashion, has been generated by swift development and rising urbanization. In India’s high-growth, fast-changing retail clothing market, one can see significant new growth opportunities for foreign and domestic players. Much has been talked about all these issues viz. future of apparel retail in India, the impact of foreign players on the domestic apparel retailers etc. But we should not forget that customers are the end beneficiary of all the retail activities. As a democratic country with high growth rates, the consumer spending has risen sharply as the youth population (33 percent of India‘s population is below the age of 15) has seen a significant increase in its disposable income. The apparel fashion plays a paramount role in shaping apparel consumerism. As lifestyles change, fashion in India is becoming more diversified, as in the Western countries. Technology, ideas and lifestyles are moving concurrently and quickly. Indian market has high complexities in terms of a wide geographic spread and distinct consumer preferences varying by each region necessitating a need for localization even within the geographic zones. Companies and brands that offered monotonous and mundane products for years, have now multiplied their product ranges and new appealing styles, shapes and forms are being launched each season by them. Hence, it becomes crucial to find out the perception of customers towards the various retail developments in apparel segment and the factors responsible for choosing a particular apparel store.
In the view of the above, an attempt was made not only to analyze the customers’ perception towards various retail developments in apparel segment but also to find out their buying behaviour with special reference to three select regions in India – Delhi & NCR, Mumbai and Bangalore.
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.
Analysis of Factors Affecting the Customer’s Satisfaction with reference to A...iosrjce
This is an age of technology. Now, all types of organizations are adopting the modern technology
for providing efficient services to the customers. This study is an attempt to find out the significant factors that
affecting the customer‟s satisfaction in ATM (Automated Teller Machine) service in Dhaka city. The results of
reliability test, factor analysis, and regression analysis focuses that cost of services of ATM, ATM network,
security in transactions of ATM, location of ATM Centers, and maximum withdrawal limit per day are the most
vital factors in customers satisfaction of ATM services. Finally it is evident from the study; overall 62% of the
customers are satisfied by using ATM services in Dhaka city.
ANALYSIS ON SERVICE QUALITY OF AXIS BANKSamanvay Jain
In this project report presentation, every possible effort has been made to highlight the major aspects related to the topic by a comprehensive study of literature.Secondary data is an important document & contains information that can be used to find out what are the findings of the research. I have tried my best to explore the truth in my project report.
To make it easier different tabular & diagrammatic approach has been used which help in understanding the terms.
Customer Satisfaction on Banking Services in Indian Growing Economy Nainital ...Dr. Amarjeet Singh
Finance is the energy of every business whether it is
profit making or loss-making business and finance are
required. Economy grows with the developing people of his
country. There is no way to grow the country economy
without financial growing of his resident peoples and banking
sector play a major role to provide financial services. Banks
play a major role in the growth of the economy by providing
their services. Customer satisfaction is essential for the future
growth of both bank and country economy growth also. This
study made to determine customer satisfaction level on
banking services. This study based on primary data. Primary
data collected through questionnaire. The questionnaire
collected from 50 peoples in Kumoun region specially in
Haldwani urban area. All types of people included in sample
collection Students, Employees, Self Employees, and retired
persons. To assess customer satisfaction used the pre-tested
five points Likert's scale test. On the basis of the analysis, it is
concluded that the customer service satisfaction level of banks
is 73.80%.Key Words: Customer satisfaction, Banking
services, Overall satisfaction.
The Impact of Technology Based Self Service Banking Dimensions On Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction.Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software.Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data
The Impact of Technology Based Self Service Banking Dimensions on Customer Sa...ijbiss
The technology based self service banking (TBSSB) refers to automated banking services that customer avail in self service mode using various electronic banking channels, without any interaction with bank employees. This paper investigates the relationship between key dimensions (factors) of TBSSB service
quality and Customer Satisfaction. A structured questionnaire was formulated by identifying and adapting attributes on the basis of past studies on service quality of automated services and customer satisfaction. Data was collected from sample of bank customers in India. The collected data was divided into two subsamples of equal size. The TBSSB service quality and customer satisfaction dimensions were identified by
conducting an exploratory factor analysis (EFA) on the half of the collected data using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the remaining half of the collected data. The proposed model was empirically tested for unidimensionality, reliability, and validity. AMOS 20.0 was also used to examine the link amid TBSSB service quality and Customer Satisfaction by testing hypotheses using structural equation modeling (SEM). This study may help banks’ management to investigate the customers’ quality perceptions about TBSSB services, thereby helping banks to formulate strategies to improve the quality of service and customer satisfaction.
Factors Affecting Customers’ Experience in Mobile Banking of BangladeshDr. Nazrul Islam
Bangladesh is a densely populated country of the world. More than 170 million people live in this country. Mobile banking is a very important and new phenomenon in Bangladesh. In recent years, mobile banking has got highest importance by the customers in the country as it provides immense scope for consumers for banking transactions at any time with the option to access bank’s facilities anywhere of the country. It is a subset of electronic banking, the use of which is increasing day by day in Bangladesh. Hence, this paper aims at indentifying the factors that influence the customer experience in mobile banking in Bangladesh. This study is based on a survey of 231 mobile banking customers of nine private commercial banks of Bangladesh. Literature review identified some factors related to mobile banking like convenient and responsive system, transaction speed and accuracy, reliability, transaction security in ATM booth and technological difficulty that affect customers’ experience in mobile banking systems etc. Both descriptive and inferential statistics were used to analyze the data. Descriptive statistics were used to describe the present situation of the mobile banking systems in Bangladesh. Inferential statistics like factor analysis, multiple regression analysis and Structural Equation Modeling (SEM) were used to identify the relationships between the overall experience of the mobile banking customers and the specific factor(s) that affect customers experience in mobile banking. Results show that the convenient and responsive system, transaction security in ATM booth and technological difficulty are significant factors that affect the customers experience in mobile banking of Bangladesh. This study suggests that the policymakers should focus on the convenient and responsive system of mobile banking, transaction security in ATM booth and technological difficulty factors that affect customers experience in doing mobile banking for the improvement of the mobile banking services in Bangladesh.
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:-
Banking system occupies an important place in Indian economy.
It provides various services to its customer. The nature of its services has evolved as the advancement of technology. It has become most challengeable to understand the customer satisfaction with quality of services. The present investigation was planned with the objective to analyse the customer choice towards the services provided by the bank. The research data was collected by the various bank customers for analysing the service quality from the ratings provided by the customer. In this regard, this research paper focuses with a purpose to report the findings of selected banking services which are used by the customers in India.
Relational Study of Automated Service Quality, Customer Satisfaction and Financial Performance
1. Internship Report
Summer 2006
A RELATIONAL STUDY ON AUTOMATED SERVICE QUALITY,
CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE IN
THE CONTEXT OF BANK ASIA LTD
Submitted by
Syed Mohammad Ashiqullah
ID: 0320454
Submitted to
Mr. Samir Mainuddin
Lecturer
Independent University, Bangladesh
August 24th, 2006
2. A RELATIONAL STUDY ON AUTOMATED SERVICE QUALITY,
CUSTOMER SATISFACTION AND FINANCIAL PERFORMANCE IN
THE CONTEXT OF BANK ASIA LTD
Submitted by
Syed Mohammad Ashiqullah
ID: 0320454
Submitted to
Mr. Samir Mainuddin
Lecturer
Independent University, Bangladesh
August 24th, 2006
3. August 24, 2006
Mr. Samir Mainuddin
Lecturer, School of Business
Independent University, Bangladesh
Dear Sir,
It is a great pleasure for me to submit the report on “A relational study on automated
service quality and customer satisfaction with the financial performance in the context of
Bank Asia Ltd.”. I am submitting this report as the part of my internship (BBA-499A) in
Bank Asia Ltd. This report will help the organization to find out related factors with their
automated service quality, customer satisfaction and financial performance.
I hope you will asses my report considering the limitations of the study. Your kind
advice will encourage me to do further research in future.
Yours Sincerely
Syed Mohammad Ashiqullah
ID # 0320454
4. Acknowledgement
In the preparation and finalization of this internship report, I acknowledge the
encouragement and assistance given by a number of people and institution. I am most
grateful to the Bank Asia Ltd. (Gulshan Branch) management to give me the opportunity
to complete my internship in their esteemed organization.
I would like to express my gratitude to my Supervisor Mr. Samir Mainuddin for
providing me detailed feedback and advice on this report. He always gave me his
valuable suggestions in making this study as flawless as possible. My deepest
appreciation also goes to Dr. Nadim Jahangir, Dr Arif-Al Mahmood, Mr. Muzahid
Akbar, and Mr Mohammed Imran for their overall support throughout my university life
which helped me making this report a better one.
I also want to render my special thanks to Mr. Syed Iltefath Hussain, First Vice
President & Manager, and Mr. Alamgir Hossain, Assistant Vice President & Sub-
Manager, Bank Asia Ltd. for providing all the support in the organization. Special thanks
go to the account holders and the employees of the Bank, who spared their time
generously, and took the trouble of answering a detail questionnaire and helped me to
complete my study.
5. Table of contents
Abstract i
1 Introduction 1
2 Problem Statement 1
3 Purpose of the study 3
4 Literature Review 4
5 Research Questions 11
6 Research Hypothesis 11
7 Conceptual Framework 11
8 Operational Definition 12
9 Research Methodology 12
9.1 Research Design 12
9.2 Sampling Method 13
9.3 Survey Instrument 14
9.4 Data Collection Procedure 15
9.5 Data Analysis 15
9.6 Result 16
9.7 Regression analysis 19
9.8 Assessment of the research hypothesis 22
10 Limitations of the Study 23
11 Significance of the Study 24
12 Recommendation 25
13 Conclusion 26
7. INTRODUCTION
Bank Asia symbolizes modern banking with innovative services in Bangladesh. The
Bank provides Online Banking, ATM Support, SMS and Net Banking Services in the
country. The newly developed web application is fully authentic, secured and robust.
This technology based services also provides Fund Transfer through internet,
Debit/Credit Card facility, free SMS message of special type of withdrawal from
customer accounts time to time. Aaaaa aaaaaaaa aaaaaa aaaaaaaaaa aaaaaaaaaa a a a a a a
aaa Bank Asia formed with the Bank Company Act 1991, the rules and regulation issued
by the Bangladesh Bank, the Company Act 1994, the Securities and exchange Rules 1987
and other applicable laws and regulations in 1999. The first Board of Directors of the
bank was constituted with 13 Directors. Aaaaa aaaaaaaa aaaaaa aaaaaaaaaa aaaaaaaaaa a
a a a Bank Asia is gradually setting new standards on banking sector in the matter of
social responsibilities. Bank Asia will meet the cost of ophthalmologic operations for all
children in Bangladesh who are born blind. Bank Asia has introduced scholarship
schemes for the poor and meritorious students of the rural areas for higher studies. Aaaaa
aaaaaThe recent increasing number of private banks in Bangladesh has been an alarming
threat for Bank Asia, and the organizational financial performance seems to be hampered.
Thus Bank Asia wants to investigate the related variables which have significant
relationships with financial performance.
PROBLEM STATEMENT
In an earlier study conducted by Al Hawari and Ward (2005) automated service
quality has been identified to have a significant importance in the financial performance
8. Automated service quality, customer satisfaction and their relationship with financial performance 2
of a bank. The current study extends the previous study and investigates weather there is
any relationship between automated service quality and customer satisfaction with the
financial performance of a bank in the context of Bank Asia, Bangladesh.
ATM, telephone banking, internet banking, price, and core service, five factors of
automated service quality of a bank are the key components of the financial performance
of a bank. In the general literature, service quality and customer satisfaction have often
been identified as significant predictors of business performance (Duncan and Elliott,
2002; Wiele et al., 2002; Yasin et al., 2004; Yeung et al., 2002). Therefore, this study
explores how perceived quality of automated service and level of customer satisfaction
are related to bank profitability. “Automated service quality” is defined as the customer’s
overall evaluation of the services provided through electronic channels, such as the
internet, telephone and ATMs (Santos, 2003). It is proposed that customer perceptions
and preferences of service quality have a significant impact on a bank’s success.
Analysing markets based on customer perceptions, designing a service delivery system
that meets customer needs, and enhancing levels of service performance are pertinent
objectives for banks to gain and retain a competitive advantage (Brown and Swarts,
1989). Service quality in the broader context has received much attention because of its
obvious relationship with costs, financial performance, customer satisfaction, and
customer retention.
The literature provides an extensive account of the relationships between service
quality, customer satisfaction, and financial performance where face-to-face interaction
between customer and employee is the only focus. Recently, however, technology has
had a remarkable influence on the growth of service delivery options (Dabholkar and
9. Automated service quality, customer satisfaction and their relationship with financial performance 3
Bagozzi, 2002) and a profound effect on service marketing (Bitner et al., 2000). There are
several competitive advantages associated with the adoption of technology in service
organizations, including the creation of entry barriers, enhancement of productivity, and
increased revenue generation from new services (Fitzsimmons and Fitzsimmons, 1997).
Service quality is one of the main factors that determines the success or failure of
electronic commerce (Santos, 2003). However, automated service quality has tended to
lag behind because practitioners have focused mainly on issues of usability and
measurement of use (Buckley, 2003), with little consideration for the outcomes.
Therefore, this study will investigate weather significant relationship exist among
automated service quality, customer satisfaction and the financial performance in Bank
Asia.
PURPOSE OF THE STUDY
The purpose of the study is to present and test a model, which identifies the
relationship of, automated service quality and customer satisfaction with the financial
performance of the bank.
The rapid development of IT-based technology options advances the need for
research beyond the interpersonal dynamic of service encounters in this technology-
oriented context (Meuter et al., 2000). Parasuraman and Grewal (2000) emphasised the
importance of technology in shaping buyer-seller interactions and recommended further
investigation into the impact of technology, for example, on the service quality-value-
loyalty chain. The quality issues of automated services in the banking context are
becoming important because of their potential influence on: attractiveness, customer
10. Automated service quality, customer satisfaction and their relationship with financial performance 4
retention, profitability, positive word-of-mouth, and maximum competitive advantages
(Moutinho and Smith, 2000; Nguyen and Leblanc, 1998; Santos, 2003).
Despite the theoretical background underpinning the importance of automated
service quality in customer satisfaction and profitability, empirical research is required to
examine the extent to which it enhances or diminishes these variables in this new context.
Accordingly, this paper will begin with a literature review of current theoretical
arguments, followed by a description of a model, developed by the authors, to show the
relationship between customer perceptions of automated bank services and their
profitability via customer satisfaction. Data collection methods and analysis techniques
will then be explained. The paper will conclude with an examination of the major
research findings, methodological limitations and implications for marketing planning.
The present study aims to identify the relationship of automated service quality and
customer satisfaction with the financial performance of the bank.
LITERATURE REVIEW
Automated Service Quality
There are well-established definitions of service quality within the general personal
interaction environment (Cronin and Taylor, 1992; Parasuraman et al., 1988), but
attention has recently been directed to the e-commerce environment (Santos, 2003). To
date, automated service quality research has been limited to relationship management
rather than the metrics of service quality (Buckley, 2003). Therefore, the current
literature lacks a comprehensive definition of automated service quality. Zeithaml (2002,
p. 135) defined it with specific reference to the internet defining it as “the extent to which
11. Automated service quality, customer satisfaction and their relationship with financial performance 5
a web site facilitates efficient and effective shopping, purchasing and delivery”. For the
purposes of this research, however, the definition proposed by Santos (2003) has been
adopted, as it provides a more general definition of automated service quality that can be
extended beyond internet-based applications. It is “the
consumers ’ overall evaluation and judgement of the excellence and quality of e-service
offerings in the virtual marketplace”. This is applicable to the current research, as the
internet banking channel is not the only automated service delivery channel in the
banking sector. In addition to internet banking service quality, telephone banking and
ATM service quality are addressed here, within this particular service environment.
Thus, “automated banking service quality” is defined as the customer’s overall
evaluation of the excellence of services provided through electronic networks, such as the
internet, ATM, and telephone banking.
Mols (2000) argued that customer acceptance of new automated channels of service
delivery in banks may bring a dramatic change in the way retail banks build and maintain
close relationships with their customers. The introduction of new automated channels of
service delivery has made customer participation more widely possible (Dabholkar,
1994) and researchers therefore need to adopt new ways to conceptualise automated
service quality, taking into consideration the attributes of all electronic delivery channels
(Dabholkar, 1996; Meuter et al., 2000; Szymanski and Hise, 2000). A number of
marketing scholars identify ATM, internet and telephone banking as the principal
automated delivery channels for retail banking (Joseph and Stone, 2003; Joseph et al.,
1999; Radecki et al., 1997).
12. Automated service quality, customer satisfaction and their relationship with financial performance 6
In the banking sector, customers tend to use these three different automated service
delivery channels in a complementary way (Dabholkar, 1996). Consequently, building a
relationship with the customer can be developed using any one of them, but more likely
in combination (Lang and Colgate, 2003; Patricio et al., 2003; Ramsay and Smith, 1999).
Customer evaluation of automated service options and their intention to use a particular
option are directly affected by perceptions of the attributes associated with a particular
option (Dabholkar, 1996). Each channel has its own attributes, which differ from the
others. The quality of each automated delivery channel shapes customers’ overall
perception of automated service quality; therefore, each delivery channel has been
considered as a factor in the proposed automated service quality construct rather than an
aggregated measurement. From a customer perspective, price is the most important
motivation for engaging in online purchases and is the most critical comparison lement
(Surjadjaja et al., 2003).
Price is considered as one of the most important determinants of automated service
(Iqbal et al., 2003). Furthermore, research reveals that online consumers are more price-
sensitive than offline consumers. In the sphere of banking, pricing problems associated
with perceptions of unfairness and non-competitiveness, such as fee charges and interest
rates, contribute to bank switching behaviour by consumers (Colgate and Hedge, 2001;
Keaveney, 1995). Consequently, price has been incorporated as an additional factor that
could influence overall customer perceptions of automated service quality.
“Core service” refers to all components of service (Kotler, 1984; Sureshchandar et
al., 2002a) and the basic products being offered and, as such, explains the “what” of a
service (Brogowicz et al., 1990). Core service has features that shape and distinguish
13. Automated service quality, customer satisfaction and their relationship with financial performance 7
service quality from one service provider to another (Rust and Oliver, 1994; Schneider
and Bowen, 1995). It is an essential component of automated service (Riel et al., 2001),
as the product offerings and product information represent a set of elements that can have
a positive impact on automated service satisfaction levels (Szymanski and Hise, 2000).
Product innovation and knowledge development factors also have a significant effect on
the success of automated delivery channels (Hway-Boon and Yu, 2003). Therefore,
customer perceptions of the variety of products/services offered by a bank will be
considered as another significant factor shaping overall customer perceptions of
automated service quality. This research establishes five factors that influence
customer perceptions of automated service quality in banking services: ATM service,
internet banking service, telephone banking service, core service, and customer
perception of price.
Relationship between automated service quality and financial performance
Service quality is considered a critical measure of organisational performance. It
remains the most important issue in both the marketing literature generally, and service
marketing literature specifically (Jensen and Markland, 1996). The relationship between
service quality and financial performance has been extensively investigated theoretically
and empirically over the past few years in the traditional banking service context
(Bloemer et al., 1998; Cronin and Taylor, 1992; Sureshchandar et al., 2002a; Yavas et al.,
1997).
The literature indicates that profit-oriented service organisations and academic
researchers see service quality as a key driver of profit (Mukherjee et al., 2003).
However, few studies have explored the direct positive link between service quality and
14. Automated service quality, customer satisfaction and their relationship with financial performance 8
organisational performance in the traditional service context (Duncan and Elliott, 2002;
Yasin et al., 2004). Furthermore, this relationship has not been empirically investigated in
the automated banking context. The viability of automated banking depends upon its
profitability and research has linked the success or failure of automated banking with
service quality (Santos, 2003). Since automated banking quality impacts on the attraction
of bank customers and permits banks to cut costs sharply (Mols, 1998), the quality of the
automated banking services contributes to the improvement of profitability (Moutinho
and Smith, 2000). Therefore, with respect to the effect of automated service quality on
bank profitability, it can be expected that in an automated banking service context,
service quality is positively related to bank financial performance.
Customer Satisfaction
Customer satisfaction is generally defined as a feeling or judgment by customers
towards products or services after they have used them (Jamal and Naser, 2003).
Customer satisfaction in service industries has been approached in two ways; satisfaction
as a function of disconfirmation, and as a function of perception (Davis and Heineke,
1998).
The confirmation/disconfirmation paradigm views customer satisfaction judgments
as the result of consumer perceptions of the gap between their expectation and perception
of actual performance (Parasuraman et al., 1994; Oliver, 1981). However, the
disconfirmation theory has been increasingly criticised by many marketing scholars
(Churchill and Suprenant, 1982; Teas, 1994). In particular, the latter author argued that
the different definitions of expectations and the difficulties with measurement
operationalisation have undermined these models which used
15. Automated service quality, customer satisfaction and their relationship with financial performance 9
expectation concepts. Thus, there was no consistency in operationalising the expectation
part of customer satisfaction in the literature. Some authors have considered that neither
disconfirmation nor expectation had any effect on customer satisfaction (Cronin and
Taylor, 1994; Churchill and Suprenant, 1982). Some researchers demonstrated a direct
link between actual performance and satisfaction levels (Cadott et al., 1987). However, to
avoid the debate surrounding the nature of the expectation concept in measuring customer
satisfaction, this research has followed an alternative approach, which initially depended
on customers’ actual evaluations of satisfaction, rather than on the gap between
perception and expectations (Cronin and Taylor, 1994; Teas, 1994).
Relationship between customer satisfaction and financial performance
Achieving customer satisfaction is a vital target for most service firms today (Jones
and Sasser, 1995) as it leads to improved profits, word-of-mouth, and less marketing
expenditure (Reichheld, 1996; Yeung et al., 2002). Many empirical studies in the
literature have found a positive relationship between customer satisfaction and financial
performance (Wiele et al., 2002; Yeung et al., 2002; Anderson et al., 1994).
However, the authors found no studies pertaining specifically to financial
institutions. Accordingly, this study will also contribute to knowledge by investigating
this relationship within the automated service quality and banking context. Thus we can
say that in an automated banking service context, customer satisfaction is positively
related to financial performance.
Financial performance
Performance is the outcome of all of the organisation’s operations and strategies
(Wheelen and Hunger, 2002). Measuring performance accurately is critical for
16. Automated service quality, customer satisfaction and their relationship with financial performance 10
accounting purposes and remains a central concern for most organisations. Performance
measurement systems provide the foundation to develop strategic plans, assess an
organisation’s completion of objectives, and remunerate mangers (Ittner and Larcker,
1998).
Although assessment of performance in the marketing literature is still very
important, it is also complicated (Pont and Shaw, 2003). While consensual measurement
of performance promotes scholarly investigations and can clarify managerial decisions,
marketers have not been able to find clear, current and reliable measures of performance
on which marketing merit could be judged. Two approaches have been adopted in the
literature to measure financial performance.
The first subjectively measures the performance of firms based on their own evaluation
and expectations or comparison with their competitors. The second is objective, based on
the absolute measure of performance such as financial ratios (Appiah-Adu, 1998).
In this study, both measures were used (Pont and Shaw, 2003) because
• Other studies adopting the two approaches found a strong association between
objective and subjective measures of performance.
• Subjective performance measures have been found to be reasonably reliable and
are widely used in international marketing and strategy literature.
• The sole use of objective performance measures, such as growth, is not an
accurate measure of firm performance (Dawes, 1999).
A combination of the two approaches maximises the advantages and overcomes the
weaknesses associated with using one only.
17. Automated service quality, customer satisfaction and their relationship with financial performance 11
RESEARCH QUESTIONS
This study proposes to investigate the following questions:
1) Is there any significant relationship between Automated Service Quality (ATM,
Telephone Banking, Internet Banking, Price, and Core Service) and the Financial
Performance of a bank in the context of Bank Asia?
2) Is there any significant relationship between Customer Satisfaction and the
Financial Performance of a bank in the context of Bank Asia?
RESEARCH HYPOTHESES
The hypotheses derived from research questions are as follows:
1) There is a significant relationship between Automated Service Quality (ATM,
Telephone Banking, Internet Banking, Price, and Core Service) and the Financial
Performance of a bank in the context of Bank Asia.
2) There is a significant relationship between Customer Satisfaction and the
Financial Performance of a bank in the context of Bank Asia.
CONCEPTUAL FRAMEWORK
Automated Service Quality
ATM
Telephone Banking
Internet Banking
Price
Core Service
Financial Performance
Customer Satisfaction
18. Automated service quality, customer satisfaction and their relationship with financial performance 12
OPERATIONAL DEFINITION
Measured Variables Operational Definitions
ATM Operationally defined by the Joseph & Stone (2003)
Telephone Banking Operationally defined by the Joseph & Stone (2003)
Internet Banking Operationally defined by the Jun & Cai (2001)
Price Operationally defined by the Colgate & Hedge
(2001)
Core Service Operationally defined by Sureshchandar et al.
(2002a)
Customer Satisfaction Operationally defined by Sureshchandar et al.
(2002b)
Financial Performance Operationally defined by Duncan & Elliot (2002,
2004)
Table: Operational Definition of Measured Variables
RESEARCH METHODOLOGY
Research Design
The conceptual framework illustrates the name of research variables and relationship
within them. In this study, the researchers are going to investigate the relationship
between automated service quality and customer satisfaction with the financial
performance of the bank in the context of Bank Asia.
Research that studies the relationship between two or more variables is also referred
to as a co relational study (Cooper & Schindler, 2003). That is why a co relational
research design has been selected in order to find out the appropriate answers of the
research questions and to test the hypotheses. The model also suggests this type of
19. Automated service quality, customer satisfaction and their relationship with financial performance 13
design. Here, financial performance is considered as the dependent variable, whereas
automated service quality and customer satisfaction are considered as independent
variable.
To gather data on the research questions, the researchers used questionnaire. The
rationale behind using questionnaire to collect data is:
1) It takes less time to fill up a questionnaire. Therefore, the customers will not be
reluctant in providing accurate data.
2) Personal interview is both time and cost consuming.
3) The data gathered through questionnaire is easy to put in quantitative analysis.
Therefore, questionnaire is the most useful method to collect data for this study.
Sampling Method
There were two different types of population for this study. For this proposed study
the first population was the employees of Bank Asia Ltd. Another population was the
account holders of Bank Asia Ltd.
The sampling frame for the employees was the official register of the employees.
The researcher used systematic sampling to collect the sample for this study. In most of
the previous researches conducted on employees the researcher had used this type of
sampling (Piercy, 1995; Calleya, & Caruana, 1998). The sample size was 100 as in the
previous research which was conducted on the financial performance of banks the
researcher has chosen a sample size of 100 and found effective match (Al-Hawari &
Ward, 2005). Again, in this research the researcher used sample size of 100 because of
time limitation.
20. Automated service quality, customer satisfaction and their relationship with financial performance 14
The researcher used convenient sampling to collect the second sample. A sample
consisting of 100 individual account holders of Bank Asia Ltd were selected. The reason
behind choosing non-probability sampling is that:
1) If the researcher would have gone for probability sampling for the customers, then
a sample frame would have been needed to collect and from the list, a sample would have
been drawn, which might have been larger enough to meet reasonable time and given
cost. According to Cooper and Schindler (2003), “Cost considerations influence
decisions about the size and type of sample and also the data collection methods.
2) The current researchers are going to extend the study of Al-Hawari and Ward
(2005) in which the previous researchers use the sample size of 100 and find appropriate
results as predicted. Therefore, the current researchers feel the sample size of 100 is safe
to implicate in this research. This was mainly done considering the time and cost factors
behind the research conducted.
Survey Instrument
To gather data the researcher used questionnaires. The questionnaire survey is the
most effective method for this study to collect data for this for the following reasons-
1. Respondent’s anonymity can be maintained.
2. The researcher conducted survey on a total of 200 respondents. It was not
possible to conduct personal interview because of time limitation. Therefore,
questionnaire survey was the most appropriate one for this study.
Structured questionnaires were used in this research to collect data from the
customers. In the questionnaire which was developed, there were six sections such as,
ATM, telephone banking, internet banking, price, core service and customer satisfaction.
21. Automated service quality, customer satisfaction and their relationship with financial performance 15
ATM was measured by using 4 items developed by Joseph & Stone (2003). Telephone
banking was measured by using 6 items developed by Joseph & Stone (2003). Internet
Banking was measured by using 6 items developed by Jun & Cai (2001). Price was
measured by using 4 items developed by Colgate & Hedge (2001). Core Service was
measured by using 4 items developed by Sureshchandar et al. (2002a). Customer
Satisfaction was measured by using 4 items developed by Sureshchandar et al. (2002b).
All the variables were measured using a 5 point likert scale.
Data Collection Procedure
The present research is a unique one for Bank Asia Gulshan Branch. As a result,
secondary sources of data were not available for the present study. Therefore, the
researcher required primary data to investigate the research questions. To collect data
from the primary sources, the researcher thus used questionnaire survey method.
Data Analysis
Pearson’s Co relational analysis was used to find out whether any relationship exists
between the independent and dependent variables. Correlation analysis is the statistical
tool that can be used to describe the degree to which one variable is linearly related to
another (Levin & Rubin, 1998).
After collecting the data, correlation matrix for the variables were prepared and the
researcher looked for significant correlations. The researcher used Stepwise regression to
test the strength of associations between the study variables.
The Statistical Package for Social Science (SPSS) software was employed to analyze
the data collected from the actual survey.
22. Automated service quality, customer satisfaction and their relationship with financial performance 16
Results
Reliability Coefficient and Descriptive Statistics
The reliability coefficients, means and standard deviations of all the constructs in the
current study are displayed in Table 2. The coefficient alphas for the different constructs
were computed using the reliability procedure in SPSS (version 12.0). Nunally (1978)
suggested that for early stages of any research the reliability of .50-.60 is sufficient. The
reliabilities of all the constructs in this study found to be above the standard set by
Nunally (1978).
Table 2
Reliability Coefficient and Descriptive Statistics of Automated Service Quality (ATM,
Telephone Banking, Internet Banking, Price, and Core Service), Customer Satisfaction,
and Financial Performance
Scale Number of Alpha M SD
Items
ATM 4 0.824 3.5800 .68154
Telephone Banking 6 0.659 3.4533 0.51251
Internet Banking 6 0.531 3.2517 0.50613
Price 4 0.787 3.1675 0.78981
Core Service 4 0.652 3.3675 0.74489
Customer Satisfaction 4 0.751 3.1650 0.70641
Financial Performance 4 0.533 3.2200 0.59382
Note: n = 100
Mean scores have been computed by equally weighting the mean scores of all the
items. On a five-point scale, the mean score for ATM is 3.58 (sd = 0.68). The mean score
23. Automated service quality, customer satisfaction and their relationship with financial performance 17
for Telephone Banking is 3.45 (sd = 0.51). The mean score for Internet Banking is 3.25
(sd = 0.50). The mean score for Price is 3.2 (sd = 0.79). The mean score for Core Service
is 3.37 (sd = 0.74).
The mean scores of Automated Service Quality of Bank Asia range from 3.16 – 3.58
indicating that consumers’ perception about the automated service quality of Bank Asia is
above average. The mean score or Customer Satisfaction is 3.16 (sd = 0.70). It suggests
that these customers are more or less satisfied with Bank Asia.
The mean score for the Financial Performance is 3.22 (sd = 0.59). It suggests that the
financial performance of Bank Asia is portrays an acceptable level.
Correlation analysis
A correlation analysis was conducted on all variables to explore the relationship
between variables. Table 3 depicts the bivariate correlation procedure with a two tailed
statistical significance at two different levels, highly significant (p<.01) and significant
(p<.05).
Table 3
Correlation Matrix for Automated Service Quality (ATM, Telephone Banking, Internet
Banking, Price, and Core Service), Customer Satisfaction, and Financial Performance
ATM Tele Int. Price Core Cust. Financial
Banking Banking Service Sat. Per.
ATM 1 .657(**) .196 .301(**) -.112 .475(**) .435(**)
Telephone
Banking 1 .197(*) .356(**) .153 .486(**) .434(**)
Internet
1 .134 -.013 .125 .349(**)
Banking
Price 1 -.071 .539(**) .645(**)
Core Service 1 -.083 .134
24. Automated service quality, customer satisfaction and their relationship with financial performance 18
Customer
Satisfaction 1 .597(**)
Financial
1
Performance
Note: *p < .05, **p < .01.
The result of correlation analysis for all the variables is shown in Table 3. It
examines the correlations among Automated Service Quality (ATM, Telephone Banking,
Internet Banking, Price, and Core Service), Customer Satisfaction, and Financial
Performance of Bank Asia. According to Rowntree (1981) the the classification of the
correlation “r” is as follows:
0.0 to 0.2 Very weak, negligible
0.2 to 0.4 Weak, low
0.4 to 0.7 Moderate
0.7 to 0.9 Strong, high, marked
0.9 to 1.0 Very strong, very high
It helps interpreting the strength of relationships between variables. The variables,
which had a statistical significant correlation with ATM were Telephone Banking (r =
0.66, p< .01), Price (r = 0.30, p< .01), Customer Satisfaction (r = 0.47, p< .01) and
Financial Performance (r = 0.43, p< .01). Telephone Banking, Customer Satisfaction and
Financial Performance had a moderate correlation with ATM, whereas Price portrayed a
weak correlation with ATM in Bank Asia. Telephone Banking was found to be
significantly correlated with Internet Banking (r = 0.19, p< .05), Price (r = 0.36, p < .01),
customer satisfaction (r = 0.49, p< .01), and Financial Performance (r = 0.43, p< .01).
Customer Satisfaction and Financial Performance of the bank had a moderate correlation
with Telephone Banking. On the other hand Price and Internet Banking predicted weak
25. Automated service quality, customer satisfaction and their relationship with financial performance 19
and very weak correlation with Telephone Banking simultaneously. The variable
significantly correlated with Internet Banking was Financial Performance (r = 0.35, p<
.01) and it illustrated a weak correlation. Price had a significant and moderate correlation
with Customer Satisfaction (r = 0.54, p< .01), and Financial Performance (r = 0.64, p<
.01). Customer Satisfaction was significantly and moderately correlated with Financial
Performance (r = 0.59, p< .01).
In the case of Core Service no significant correlation was being found with all the
other variables of the organization.
Regression analysis
Both stepwise and entered regression were conducted to asses the relationship
between the study variables.
Stepwise regression
A stepwise regression analysis was performed to identify the relationship between
automated service quality (ATM, Telephone Banking, Internet Banking, Price, and Core
Service), customer satisfaction, and financial performance of Bank Asia.
Table 4
Stepwise regression on Financial Performance
Variables B SE B β R2 ∆R
Step 1 0.416
(Constant) 1.684
Price 0.485 0.645 0.645
Step 2 0.504 0.088
(Constant) 1.200 0.211
Price 0.342 0.064 0.455
Customer
0.296 0.071 0.352
Satisfaction
Step 3
0.564 0.06
26. Automated service quality, customer satisfaction and their relationship with financial performance 20
(Constant) 0.353 0.305
Price 0.325 0.060 0.432
Customer
0.280 0.067 0.333
Satisfaction
Internet
0.293 0.080 0.249
Banking
Step 4 0.603 0.039
(Constant) -0.226 0.349
Price 0.330 0.058 0.439
Customer
0.290 0.065 0.346
Satisfaction
Internet
0.293 0.077 0.250
Banking
Core Service 0.157 0.052 0.197
Step 5 0.620 0.017
(Constant) -0.457 0.362
Price 0.325 0.057 0.432
Customer
0.237 0.069 0.282
Satisfaction
Internet
0.269 0.076 0.229
Banking
Core Service 0.166 0.051 0.208
ATM 0.130 0.064 0.150
Table 4 represents Price, Customer Satisfaction, Internet Banking, Core Service, and
ATM to have a statistical significant relationship with Financial Performance. Telephone
Banking was excluded from the above regression as it had little or no significant
relationship with Financial Performance. For every additional unit of Price, keeping all
the other variables constant, Financial performance will increase by 0.432 units.
The variable with the most significant relation with financial performance is shown
in Step 1 (Price), which has a coefficient of 0.645. Thus interpreting that, for every
additional unit of Price the Financial performance of the Bank will increase by 0.645
27. Automated service quality, customer satisfaction and their relationship with financial performance 21
units. The constant suggests that in the first step if Price is zero Financial performance
will be 1.684.
Simultaneously in Step 5 we see all the five variables which has a significant relation
with financial performance. The coefficients (Table 4) here suggest that for every
additional unit of Price, keeping all the other predictors constant, Financial performance
will increase by 0.432 units. Again, for every additional unit of Customer Satisfaction,
keeping all the other predictors constant, Financial performance will increase by 0.282
units. For every additional unit of Internet Banking, keeping all the other predictors
constant, Financial performance will increase by 0.229 units. For every additional unit of
Core Service, keeping all the other predictors constant, Financial performance will
increase by 0.208 units. For every additional unit of ATM, keeping all the other
predictors constant, Financial performance will increase by 0.150 units.
The constant suggests that when all the predictors in step 5 are zero Financial
performance will be – 0.457.
Thus the five predictors together explained 62% of the variance in Financial
Performance. Price, Customer Satisfaction, Internet Banking, Core Service, and ATM
explained about 41.6%, 8.8%, 6%, 3.9% and 1.7% of the Financial Performance
respectively.
Standardized (simultaneous) analysis:
Entered (simultaneous) regression analysis was performed to identify the relationship
between automated service quality (ATM, Telephone Banking, Internet Banking, Price,
and Core Service), customer satisfaction, and financial performance of Bank Asia.
28. Automated service quality, customer satisfaction and their relationship with financial performance 22
Table 5
Standardized (Simultaneous) Regression on Financial Performance
Variable B SE B β R2
.622
(Constant) -.409 .369
ATM .164 .079 .189
Telephone Banking -.081 .109 -.070
Internet Banking .274 .077 .233
Price .330 .058 .439
Core Service .179 .054 .224
Customer Satisfaction .248 .071 .295
Table 5 depicts that in Bank Asia apart from Telephone Banking the other five
predictors; Price, Customer Satisfaction, Internet Banking, Core Service, and ATM were
found to be statistically significantly related with Financial Performance. Significantly
related five predictors together explained 62%.
Assessment of the research hypothesis
Hypothesis 1:
“There is a significant relationship between Automated Service Quality (ATM,
Telephone Banking, Internet Banking, Price, and Core Service) and the Financial
Performance of a bank in the context of Bank Asia.”
The result of the correlational analysis states that the Automated Service Quality
(ATM, Telephone Banking, Internet Banking, and Price) in Bank Asia was significantly
correlated with their Financial Performance (r = 0.435, r = 0.434, r = 0.349, r = 0.645; p<
.01).
The stepwise regression analysis depicts that in Bank Asia Ltd, Automated Service
Quality (Price, Internet Banking, Core Service, and ATM) was found to be statistically
significantly related with Financial Performance. Price, Internet Banking, Core Service,
29. Automated service quality, customer satisfaction and their relationship with financial performance 23
and ATM explained 41.6%, 6%, 3.9%, and 1.7% respectively of the Financial
Performance in Bank Asia.
The result of the standardized regression depicts that Automated Service Quality
(ATM, Internet Banking, Price, and Core Service) is positively and significantly
associated with the Financial Performance in Bank Asia. Thus all the results were in
favor of hypothesis 1 and provide support to it.
Hypothesis 2:
“There is a significant relationship between Customer Satisfaction and the Financial
Performance of a bank in the context of Bank Asia”
The result of the correlational analysis states that the Customer Satisfaction was
positively and significantly correlated with their Financial Performance (r = 0.597, p<
.01).
The stepwise regression analysis depicts that in Bank Asia Customer Satisfaction
was found to be statistically significantly related with Financial Performance. Service
Customer Satisfaction explains 8.8% of the Financial Performance in Bank Asia.
The result of the standardized regression depicts that Customer Satisfaction is
positively and significantly associated with Financial Performance in Bank Asia. Thus all
the results were in favor of hypothesis 2 and provide support to it.
LIMITATIONS OF THE STUDY
A limitation of this study is the mix of longitudinal (financial performance) and
cross-sectional (service quality and satisfaction) data. It is difficult to avoid this problem
because of the time limitation. Ideally service quality and satisfaction should be tracked
over the same period as financial performance. However, this limitation had little impact
30. Automated service quality, customer satisfaction and their relationship with financial performance 24
on results due to the absence of a significant difference among ratios over the five-year
span, reflecting the stability and validity of these ratios.
This paper presents an initial phase of a sustainable research program and as such has
limited itself in terms of research design. First of all, researchers have limited access to
the related literature review due to lack of journals available on the measured variables.
As a result, researchers have limited resources to deal with. Second, data collection is
restricted within Dhaka city only, which may fail to represent the factual scenario of the
relationship between measured variable. Finally, this research was limit to Bank Asia
Gulshan Branch only rather than whole banking sector of Bangladesh. So the researchers
did not have the view on total banking sector of this country, which limits the
generalization of the findings.
SIGNIFICANCE OF THE STUDY
This study is significant for the following reasons: -
1) The findings of this research effort may have practical implications for service
providers that strive to organize their service offerings in order to accomplish their
corporate objectives.
2) The study will help or assist companies to enhance their understanding of the
actual employee service quality to the response to their work climate, so it will be easy
for the companies to make decision regarding internal marketing.
3) This research may encourage further study and provide useful guidelines for these
types of researches.
31. Automated service quality, customer satisfaction and their relationship with financial performance 25
RECOMMENDATION
It is apparent that the availability of information on web sites (content), accuracy of
online transactions, ease of use, provision of updated information (timeliness),
attractiveness of bank web sites (aesthetics), and security are not the only attributes that
influence customer satisfaction. Accordingly, it is necessary for bank-marketing
strategists to find the other attributes that customers use to judge service quality, such as
navigational and visual characteristics (D’Angelo and Little, 1998), feedback and product
list sections (Lohse and Spiller, 1999), and playfulness (Liu and Arnett, 2000). Moreover,
responding more quickly to customers’ needs and providing customers with the
opportunity to help themselves via web links are other aspects which could improve
standards of internet banking quality. By doing so, banks should be more able to help
customers participate, learn and act, enjoy good two-way communication, and have a
pleasant and enjoyable experience (Rao, 2002).
Ultimately, the main focus of attention for management should be on customer
satisfaction. Identification of the various factors, besides automated service quality, is
critical to overall customer satisfaction. These factors could include traditional service
quality, value, trust, bank reputation, and image (Bloemer et al., 1998; Nguyen and
Leblanc, 1998; Ranaweera and Prabhu, 2003). A better understanding of the sequence of
the relationship between automated service quality, satisfaction, and bank profitability
could help ensure clearer targeting of limited marketing resources (Caruana, 2002). That
is a marketing planning issue.
Finally, bank mangers need to remain up to date with future trends; in other words,
they need marketing intelligence. If automated service quality converges and becomes a
32. Automated service quality, customer satisfaction and their relationship with financial performance 26
standard and non-differentiated attribute among all banks, it will be easy for customers to
compare and switch from one bank to another (Evans and Wurster, 1997). If so, it will be
difficult for banks to maximize their profits out of the quality aspects of automated
services.
CONCLUSION
In view of the findings, the provision of high standards of automated service quality
and maintaining a significant level of customer satisfaction will lead to improved
financial performance. While this research found that telephone banking had no or little
significant relationship with financial performance, improvement in the quality aspects of
this dimension could enhance overall satisfaction and in turn may boost the financial
performance of Bank Asia Ltd. Finally, this research will encourage further study and
useful guidelines for these types of researches.
TIMELINE FOR THE PROPOSAL WRITING
2006 June Research proposal writing and literature review
2006 July Data collection procedure
2006 August 01 Data analysis and interpretation of findings
2006 August 15 Final redraft of complete manuscript.
2006 August 24 Submission of research paper
33. Automated service quality, customer satisfaction and their relationship with financial performance 27
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Appendix 1
Research Questionnaire for the Account Holders
43. Automated service quality, customer satisfaction and their relationship with financial performance 37
Scale items
Question items concerning ATM
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. Bank Asia has significant numbers of ATM Booths. 1 2 3 4 5
2. The ATM Booths are at secure locations. 1 2 3 4 5
3. The ATM has a user friendly system. 1 2 3 4 5
4. The ATM functions all the time. 1 2 3 4 5
44. Automated service quality, customer satisfaction and their relationship with financial performance 38
Question items concerning Telephone Banking
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. You are exposed to a pleasant musical background. 1 2 3 4 5
2. There are reasonable numbers of voice prompts. 1 2 3 4 5
3. The waiting time is short. 1 2 3 4 5
4. The instructions are clear. 1 2 3 4 5
5. You find the system reliable. 1 2 3 4 5
6. There are sufficient telephone banking options. 1 2 3 4 5
45. Automated service quality, customer satisfaction and their relationship with financial performance 39
Question items concerning Internet Banking
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. All needed information are available at the Bank Asia 1 2 3 4 5
website.
2. It is easy to use. 1 2 3 4 5
3. The site provides security. 1 2 3 4 5
4. Transactions are error free. 1 2 3 4 5
5. The website is attractive. 1 2 3 4 5
6. Information are up to date 1 2 3 4 5
46. Automated service quality, customer satisfaction and their relationship with financial performance 40
Question items concerning Price
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. Service charges are adequately explaining. 1 2 3 4 5
2. The fees are acceptable. 1 2 3 4 5
3. The fees are competitive. 1 2 3 4 5
4. Bank statements provide clear understanding of the 1 2 3 4 5
service charges.
47. Automated service quality, customer satisfaction and their relationship with financial performance 41
Question items concerning Core Service
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. The Bank provides wide range of services. 1 2 3 4 5
2. The service features are diverse. 1 2 3 4 5
3. Most of the service options are available. 1 2 3 4 5
4. The Bank follows the most advanced technology. 1 2 3 4 5
48. Automated service quality, customer satisfaction and their relationship with financial performance 42
Question items concerning Customer Satisfaction
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. You ate satisfied with the staff of Bank Asia. 1 2 3 4 5
2. You are satisfied with the physical surrounding of Bank 1 2 3 4 5
Asia.
3. The Bank fees are satisfactory. 1 2 3 4 5
4. The delivery service process meets your needs. 1 2 3 4 5
49. Automated service quality, customer satisfaction and their relationship with financial performance 43
Appendix 2
Research Questionnaire for the Employees
50. Automated service quality, customer satisfaction and their relationship with financial performance 44
Question items concerning Financial Performance
1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly Agree
Disagree Nor Disagree
1. Asset utilization of Bank Asia is satisfactory 1 2 3 4 5
2. The Return on Asset for Bank Asia is satisfactory 1 2 3 4 5
3. The Return on Equity for Bank Asia is satisfactory 1 2 3 4 5
4. The business level at which Bank Asia stands is 1 2 3 4 5
satisfactory
51. Automated service quality, customer satisfaction and their relationship with financial performance 45
Appendix 3
SPSS Outputs
52. Automated service quality, customer satisfaction and their relationship with financial performance 46
Reliability (ATM)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.824 4
Reliability (TELEPHONE BANKING)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.659 6
53. Automated service quality, customer satisfaction and their relationship with financial performance 47
Reliability (INTERNET BANKING)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.531 6
Reliability (PRICE)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.787 4
54. Automated service quality, customer satisfaction and their relationship with financial performance 48
Reliability (CORE SERVICE)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.652 4
Reliability (CUSTOMER SATISFACTION)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.751 4
55. Automated service quality, customer satisfaction and their relationship with financial performance 49
Reliability (FINANCIAL PERFORMANCE)
Warnings
The space saver method is used. That is, the covariance matrix is not calculated or
used in the analysis.
Case Processing Summary
N %
Cases Valid 100 100.0
Excluded
0 .0
(a)
Total 100 100.0
a Listwise deletion based on all variables in the procedure.
Reliability Statistics
Cronbach's
Alpha N of Items
.533 4
Descriptives
Descriptive Statistics
N Minimum Maximum Mean Std. Deviation
ATM 100 1.75 4.75 3.5800 .68154
Telephone Banking 100 2.17 4.67 3.4533 .51251
Internet Banking 100 2.17 4.67 3.2517 .50613
Price 100 1.50 5.00 3.1675 .78981
Core Service 100 1.50 4.75 3.3675 .74489
Customer Satisfaction 100 1.25 4.75 3.1650 .70641
Financial Performance 100 2.00 4.75 3.2200 .59382
Valid N (listwise) 100
56. Automated service quality, customer satisfaction and their relationship with financial performance 50
Correlation
Telephone Internet Core Customer Financial
ATM Banking Banking Price Service Satisfaction Performance
ATM Pearson
1 .657(**) .196 .301(**) -.112 .475(**) .435(**)
Correlation
Sig. (2-tailed) . .000 .051 .002 .267 .000 .000
N 100 100 100 100 100 100 100
Telepho Pearson
ne Correlation .657(**) 1 .197(*) .356(**) .153 .486(**) .434(**)
Banking
Sig. (2-tailed) .000 . .049 .000 .128 .000 .000
N 100 100 100 100 100 100 100
Internet Pearson
.196 .197(*) 1 .134 -.013 .125 .349(**)
Banking Correlation
Sig. (2-tailed) .051 .049 . .185 .895 .215 .000
N 100 100 100 100 100 100 100
Price Pearson
.301(**) .356(**) .134 1 -.071 .539(**) .645(**)
Correlation
Sig. (2-tailed) .002 .000 .185 . .481 .000 .000
N 100 100 100 100 100 100 100
Core Pearson
-.112 .153 -.013 -.071 1 -.083 .134
Service Correlation
Sig. (2-tailed) .267 .128 .895 .481 . .413 .185
N 100 100 100 100 100 100 100
Custom Pearson
er Correlation
.475(**) .486(**) .125 .539(**) -.083 1 .597(**)
Satisfact
ion
Sig. (2-tailed) .000 .000 .215 .000 .413 . .000
N 100 100 100 100 100 100 100
Financia Pearson
l Correlation
.435(**) .434(**) .349(**) .645(**) .134 .597(**) 1
Perform
ance
Sig. (2-tailed) .000 .000 .000 .000 .185 .000 .
N 100 100 100 100 100 100 100
** Correlation is significant at the 0.01 level (2-tailed).
* Correlation is significant at the 0.05 level (2-tailed).
57. Regression (STEP WISE)
Variables Entered/Removed(a)
Variables Variables
Model Entered Removed Method
1
Stepwise
(Criteria:
Probability
-of-F-to-
enter <=
Price .
.050,
Probability
-of-F-to-
remove >=
.100).
2
Stepwise
(Criteria:
Probability
-of-F-to-
Customer enter <=
.
Satisfaction .050,
Probability
-of-F-to-
remove >=
.100).
3
Stepwise
(Criteria:
Probability
-of-F-to-
Internet enter <=
.
Banking .050,
Probability
-of-F-to-
remove >=
.100).
4
Stepwise
(Criteria:
Probability
-of-F-to-
Core enter <=
.
Service .050,
Probability
-of-F-to-
remove >=
.100).
58. Automated service quality, customer satisfaction and their relationship with financial performance 52
5
Stepwise
(Criteria:
Probability
-of-F-to-
enter <=
ATM .
.050,
Probability
-of-F-to-
remove >=
.100).
a Dependent Variable: Financial Performance
Model Summary
Adjusted R Std. Error of
Model R R Square Square the Estimate Change Statistics
R Square Sig. F
Change F Change df1 df2 Change
1 .645(a) .416 .410 .45619 .416 69.746 1 98 .000
2 .710(b) .504 .493 .42268 .088 17.156 1 97 .000
3 .751(c) .564 .551 .39797 .061 13.421 1 96 .000
4 .776(d) .603 .586 .38198 .038 9.205 1 95 .003
5 .787(e) .620 .599 .37582 .017 4.139 1 94 .045
a Predictors: (Constant), Price
b Predictors: (Constant), Price, Customer Satisfaction
c Predictors: (Constant), Price, Customer Satisfaction, Internet Banking
d Predictors: (Constant), Price, Customer Satisfaction, Internet Banking, Core Service
e Predictors: (Constant), Price, Customer Satisfaction, Internet Banking, Core Service, ATM
Coefficients(a)
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) 1.684 .189 8.891 .000
Price .485 .058 .645 8.351 .000
2 (Constant) 1.200 .211 5.691 .000
Price .342 .064 .455 5.355 .000
Customer
.296 .071 .352 4.142 .000
Satisfaction
3 (Constant) .353 .305 1.160 .249
Price .325 .060 .432 5.380 .000
59. Automated service quality, customer satisfaction and their relationship with financial performance 53
Customer
.280 .067 .333 4.157 .000
Satisfaction
Internet
.293 .080 .249 3.663 .000
Banking
4 (Constant) -.226 .349 -.647 .519
Price .330 .058 .439 5.699 .000
Customer
.290 .065 .346 4.485 .000
Satisfaction
Internet
.293 .077 .250 3.818 .000
Banking
Core Service .157 .052 .197 3.034 .003
5 (Constant) -.457 .362 -1.263 .210
Price .325 .057 .432 5.691 .000
Customer
.237 .069 .282 3.437 .001
Satisfaction
Internet
.269 .076 .229 3.524 .001
Banking
Core Service .166 .051 .208 3.240 .002
ATM .130 .064 .150 2.034 .045
a Dependent Variable: Financial Performance
Excluded Variables(f)
Collinearity
Statistics
Partial
Model Beta In t Sig. Correlation Tolerance
1 ATM .265(a) 3.449 .001 .331 .909
Telephone
.234(a) 2.935 .004 .286 .873
Banking
Internet
.268(a) 3.642 .000 .347 .982
Banking
Core Service .181(a) 2.388 .019 .236 .995
Customer
.352(a) 4.142 .000 .388 .709
Satisfaction
2 ATM .170(b) 2.123 .036 .212 .772
Telephone
.134(b) 1.633 .106 .164 .751
Banking
Internet
.249(b) 3.663 .000 .350 .978
Banking
Core Service .197(b) 2.838 .006 .278 .992
3 ATM .130(c) 1.692 .094 .171 .754
Telephone
.093(c) 1.191 .237 .121 .734
Banking
Core Service .197(c) 3.034 .003 .297 .992
4 ATM .150(d) 2.034 .045 .205 .749
Telephone
.043(d) .550 .584 .057 .695
Banking
5 Telephone
-.070(e) -.751 .455 -.078 .463
Banking
a Predictors in the Model: (Constant), Price
b Predictors in the Model: (Constant), Price, Customer Satisfaction
c Predictors in the Model: (Constant), Price, Customer Satisfaction, Internet Banking
d Predictors in the Model: (Constant), Price, Customer Satisfaction, Internet Banking, Core Service
e Predictors in the Model: (Constant), Price, Customer Satisfaction, Internet Banking, Core Service, ATM
f Dependent Variable: Financial Performance
60. Automated service quality, customer satisfaction and their relationship with financial performance 54
Regression (SIMULTANEOUS)
Variables Entered/Removed(b)
Variables Variables
Model Entered Removed Method
1
Customer
Satisfaction,
Core
Service,
Internet . Enter
Banking,
ATM, Price,
Telephone
Banking(a)
a All requested variables entered.
b Dependent Variable: Financial Performance
Model Summary
Adjusted R Std. Error of
Model R R Square Square the Estimate Change Statistics
R Square Sig. F
Change F Change df1 df2 Change
1 .789(a) .622 .598 .37670 .622 25.503 6 93 .000
a Predictors: (Constant), Customer Satisfaction, Core Service, Internet Banking, ATM, Price, Telephone
Banking
Coefficients(a)
Unstandardized Standardized
Coefficients Coefficients
Model B Std. Error Beta t Sig.
1 (Constant) -.409 .369 -1.108 .271
ATM .164 .079 .189 2.091 .039
Telephone
-.081 .109 -.070 -.751 .455
Banking
Internet
.274 .077 .233 3.564 .001
Banking
Price .330 .058 .439 5.727 .000
Core Service .179 .054 .224 3.300 .001
Customer
.248 .071 .295 3.510 .001
Satisfaction
a Dependent Variable: Financial Performance