Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking

Jamal, Ahmad; Naser, Kamal

doi:10.1108/02652320210432936

Cited by 414 publications

(370 citation statements)

References 82 publications

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“…Therefore, customer satisfaction is multidimensional construct; hence it can be measured using multiple interactions. Several factors are responsible for customer satisfaction such as the core and relational aspect of overall service quality, and the tangible cues such as staff, technology, and physical environment where service is delivery takes place [45]. These factors vary in influence among expert customers and novice customers, requiring service providers a foreknowledge of its customers prior, during, and after service performance.…”

Section: Consumer Trustmentioning

confidence: 99%

“…According to many studies, customer satisfaction is treated as a dependent variable which aimed at value creation and enhanced by committed relationship with clients [45,46]. According to Selnes [47] customer satisfaction is derived when value is improved by adding the benefit or reducing the cost to the buyer.…”

Section: Consumer Trustmentioning

confidence: 99%

“…Jamal and Naser [45] suggest that customer satisfaction can be measured by the overall service quality, meeting expectation, and satisfaction with services. Therefore, customer satisfaction is multidimensional construct; hence it can be measured using multiple interactions.…”

Section: Consumer Trustmentioning

confidence: 99%

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Consumer-Band Association: Determinants of Consumer Bank Switching Intention, Case of the Gambia Retail Banking Sector

Ceesay¹

2017

J Bus Fin Aff

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integrate and manage all the brand touch points in order to ensure that consumers and other relevant parties develop positive associations with the brand [5,7].Despite the significance of brand associations, especially in banking industry, there is limited empirical study that researches on the premise of this area -brand association and customer switching intentions -thus, leaving the field yet to be fully explored. However, the researches [8,9] confirmed that there is a relationship between brand association and consumer behavior. These studies focused mainly on brand associations relevant to specific tangible products. According to Keller [5] brand associations are customer specific and thus vary across markets and brands. Also, a specific set of associations used in a given setting may not justify the same degree of influence and relevance to other markets and product category [4,10,11].The subject of branding financial services requires further empirical studies in order to explore what sort of information they transfer to brands, and how this knowledge influence switching intention of consumers of a bank. In order to fulfill these gaps, this research seeks to answer the problematic question -Consumer-brand association: determinants of consumer bank switching intention, case of retail banking sector of The Gambia? In order to provide answers to the research problem, the following objectives will guide the entire research:• To analyze the theory of consumer-brand associations.• To analyze brand switching behavior and consumer switching intention.• To analyze specifics of brand switching in financial services.• To analyze determinants of consumer switching behavior.Keywords: Brand associations; Trust; Pricing; Celebrity endorsement; Switching intention IntroductionBranding is attracting growing interest as a result of the important role it plays in global trade. Notable authorities of brand of management have confirmed that branding is a source of competitive advantage, means for distinctiveness [1,2] and a tool for building longterm profitable relation between the organization and its stakeholders [3]. While significant studies concentrated on product branding due to its tangibility attributes, researchers and practitioners are diversifying attention toward exploring the potentials of service branding. Today's global business operation is predominantly services-centered and thus requires the need to communicate with stakeholders through service brand offerings. This trend has taken a serious attention shift within the financial institutions in today's dynamic marketplace.Branding in the financial institutions is one that requires relationship, trust and credence building [4], hence branding is critical in customers' choice of bank selection. Branding has become a strategic issue rather than just an operational activity in service-oriented businesses. According to Keller [5], one of the challenges in marketing services is that they are less tangible than physical products, and are more likely to vary in qual...

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Section: Consumer Trustmentioning

confidence: 99%

Section: Consumer Trustmentioning

confidence: 99%

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Consumer-Band Association: Determinants of Consumer Bank Switching Intention, Case of the Gambia Retail Banking Sector

Ceesay¹

2017

J Bus Fin Aff

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“…Interactions with the service provider, hence the employees, play a vital role in the customer's perception related to quality and ultimately determine satisfaction (Bitner et al, 1990). In retail banking, customer satisfaction is based on the evaluation of multiple interactions between the employee and the customer (Jamal and Naser, 2002). Therefore, it is important that employees know their roles as their behaviour in the current service encounter determines success in future service encounters (Broderick, 1999).…”

Section: Principles Of Service-dominant Logic (S-d Logic)mentioning

confidence: 99%

Understanding satisfying service encounters in retail banking - a dyadic perspective

Kania¹,

Gruber

2013

IJSEM

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Abstract:The aim of this study is to expand understanding of satisfying service encounters. In particular, this research study will investigate both parties of the service encounter (customers and frontline employees). A dyadic approach will help to identify whether customer expectations differ from what contact employees believe customers desire from the service encounter. Insights will then lead to a greater understanding of the service encounter as revealed discrepancies in perceptions will not only increase employees' and management awareness, but also provide implications for training and recruitment of employees. An exploratory research study using the well-established laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into the research subject. In total, in-depth laddering interviews with 40 respondents (20 customers and 20 frontline employees) were conducted.The findings of this study suggest that customers and employees identified several similar concepts as being important for a successful service encounter such as friendliness, competence, responsiveness, honesty, and communication skills.

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“…In other words, customer's satisfaction is a degree of positive feeling of customer to service provider (Deng, et al, 2010). According to Oliver, customer's satisfaction is a response to consumer's prosperity and answering this radical question that whether the product/service has provided an enjoyable level of consumption related prosperity or not (Jamal & Naser, 2002). Customer's satisfaction is a mode by which the customer feels that product specifications are in accordance to his/her expectations.…”

Section: Satisfactionmentioning

confidence: 99%

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

Kordnaeij¹,

Askaripoor²,

Imani³

2013

BMR

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Present study is conducted to evaluate and identify the most important e-baking service quality Dimensions in Iranian banking industry which would finally yield to more customers' satisfaction and Brand Equity. To this end, Refah bank is used for this study. The research is a survey -type. To collect data, a questionnaire was used that was a combination of different resources in the relevant literature. A sample consisting of 384 customers of the bank in Tehran was selected. Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) as well as two LISREL and SPSS software packages were used to analyze data. Research findings indicate significant impact of "Accessibility", "Easiness", "Trust", "Security", "Website designing", "Website content", "Speed" and "Commission" on "Satisfaction" and the significant impact of "Satisfaction" on "Brand Equity".

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Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking

Cited by 414 publications

References 82 publications

Consumer-Band Association: Determinants of Consumer Bank Switching Intention, Case of the Gambia Retail Banking Sector

Consumer-Band Association: Determinants of Consumer Bank Switching Intention, Case of the Gambia Retail Banking Sector

Understanding satisfying service encounters in retail banking - a dyadic perspective

The Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)

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