Antecedents of customer satisfaction: a study of Indian public and private sector banks

Kaura, Vinita

doi:10.1108/02652321311315285

Cited by 98 publications

(125 citation statements)

References 35 publications

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“…The same questionnaire has been used in 2014. It could be stated that that the factors of satisfaction defi ned by us are still valid, as it was confi rmed by the results of recent studies, for example, Kaura (2013), Chavan and Ahmad (2013), Choudhury (2013), and Mandahachitara and Poolthang (2011).…”

Section: Resultsmentioning

confidence: 60%

Satisfaction and loyalty of banking customers: a gender approach

Belás

Chochoľáková

Gabčová

2015

Economics &Amp; Sociology

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Abstract. Bank customer satisfaction is a hot topic of current scientifi c research for many reasons. In response to the negative impact of the recent fi nancial crisis of 2008, the public has become very sensitive to all aspects of commercial bank activity. Banks are looking for ways to increase their fi nancial performance. Researchers are trying to fi nd the main determinants of bank customer satisfaction and examine these issues from diff erent perspectives. Th e aim of our research was to investigate the relationship between gender and the major attributes of satisfaction and loyalty of the banking clients. In this context, we investigated at the same time whether there were statistically signifi cant diff erences between the genders depending on age and education. Bank customer satisfaction research was conducted through a questionnaire survey on a sample of 459 respondents in the Czech Republic in 2014, of which 44% were men and 56% were women. We found that women relative to men prefer the following satisfaction factors: quality of banking products and services and convenient and friendly service in a branch. More women than men believe that the bank staff has a genuine interest in understanding their fi nancial needs. In our research, women have more often reported that their bank's staff would explain to them the advantages and disadvantages of the bank products that were of interest to them. In addition, it was found that women are more loyal to their banks than men.

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Section: Resultsmentioning

confidence: 60%

Satisfaction and loyalty of banking customers: a gender approach

Belás

Chochoľáková

Gabčová

2015

Economics &Amp; Sociology

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“…12; amount of money generated by the customer for the business; while the costs of retaining existing customers is also lower than the cost of acquiring new customers (Sun & Kim, 2013;Sanjuq, 2014;Saad, 2012). Finally, Customer satisfaction also reduces the potential for negative word of mouth since unsatisfied customers tend to complain about their experience to other potential customers, thus harming the organizations or brand's reputation and sales (Rego et al, 2013;Hill et al, 2013;Kaura, 2013).…”

Section: Literature Reviewmentioning

confidence: 99%

The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

Iriqat¹,

Daqar²

2017

MAS

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The aim of this paper is to investigate the role of customer relationship management on customers' satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P< 0.05). The scholars' found that service quality significantly predicted customers' satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank's customers.

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“…Customer satisfaction leads consumers to repurchase a product that will lead to the desired outcome of brand loyalty (Sabir et al 2014). The marketing concept suggests that there are higher probability for a buyer to repurchase a product or service when they are satisfied compared to when they are unsatisfied (Kaura, 2013). The increase in competition within the financial services industry that has resulted from the banking companies' services becoming increasingly comparable by the customers has also caused it to be a main factor.…”

Section: Consumer Satisfactionmentioning

confidence: 99%

Factors Influencing the Adoption of Islamic Banking in Malaysia

Mariadas¹,

Murthy²

2017

IJBM

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A nation's economic success is largely dependent on the performance of their banks as they play a major role in regulating its financial sector to stability and cohesion by acting as an intermediary to various parties such as individuals, organizations and governments to conduct their borrowing and depositing activities. The quality of services provided by the banks will influence how these parties benefit and consumers would choose the bank that they perceive will result in the most benefit. In Malaysia, a larger percentage of the population are employing conventional banks compared to Islamic banks due to factors such as unfamiliarity of products and services and inadequate marketing. This study examine the factors influencing adoption of Islamic Banking in Selangor. A quantitative research approach is employed in this research following the positivist assumption with a realist ontology and objectivist epistemology. Data was collected using a probabilistic sampling method, particularly a stratified random sampling technique. The adapted survey questionnaire employed in this study and distributed 150 questionnaire and successfully received 130 questionnaire. Overall, the researcher has discussed about the findings of the analysis that was conucted using the SPSS software. Descriptive approach, correlation and multiple regression analysiss had been shown during the analysis. The descriptive approach displayed direct results while the correlation displayed the relationship between the dependent variable (adoption of Islamic Banking) and the independent variables (compatibility, consumer knowledge, risk perception/management and consumer satisfaction). In this research, found two factors that influencing adoption of Islamic Banking in Malaysia which are consumers knowledge and consumer satisfaction. For the future researchers, this research will benefit them as well. If they are doing their researches which are related to this topic, they can gather everything they want easily. Besides that, it will benefit the researcher who is going to do this research study in Malaysia. This is because the information in Malaysia is limited.

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Antecedents of customer satisfaction: a study of Indian public and private sector banks

Cited by 98 publications

References 35 publications

Satisfaction and loyalty of banking customers: a gender approach

Satisfaction and loyalty of banking customers: a gender approach

The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

Factors Influencing the Adoption of Islamic Banking in Malaysia

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