Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

Abstract

PurposeA cooperative bank customer in India has varied needs and is a unique segment of Indian banking. The purpose of the study is to provide the sector with an understanding of the needs of the cooperative bank customers in the context of improving core competencies required for the delivery of service.Design/methodology/approachThe study adopted multiple methods that included the Delphi method as well for competency identification. Appropriate factor analyses are conducted to confirm the construct validity and to determine the underlying structure of the variables chosen for the study. Stepwise multiple regression analysis is employed for data analysis.FindingsSurprisingly, emotional competency showed an insignificant relationship with customer satisfaction. The social and technical competencies are found significant. The findings suggest the incorporation of technological advancements in cooperative banks.Research limitations/implicationsThe generalization of the results is limited as the work was confined only to cooperative banks and also because of the limited sample size. The self-reported nature of competency measures also limits the accuracy of results.Practical implicationsThis work suggests that a bank has to concentrate on improving the technical competencies of the employees. The findings could also aid the bank managements in policy decisions in recruitment, selection, performance appraisal among others.Social implicationsCompetent employees could help meet the customers to satisfy their financial needs and thereby the social and economic development of the weaker section of the society could be achieved.Originality/valueConducting primary research and identification of technical competency as the major contributor to customer satisfaction are the major contributions.

How Servqual and Visitor Satisfaction Affect Loyalty and Positive Wom Within the Indonesian Hotel Sector?

“…Other than service quality, satisfaction had also been studied and considered as the other variable which could also significantly affect customer loyalty toward the companies, regardless of which industry that these companies are conducting their business at (Kamboj et al, 2021;Agnihotri et al, 2021). Satisfaction itself refers to consumers' judgement on whether or not the overall performance of a company had conformed or match all of the expectations that consumers had toward the company itself (Shanujas & Ramanan, 2021). Furthermore, satisfaction could also be understood as the overall or general quality of a product or service assessed by the customers, in which, such assessment was based on the differences between the real or actual quality or performance, and the expectations that consumers had concerning the quality or the performance of the product or service (Japutra et al, 2015).…”

“…Moreover, the importance of satisfaction in terms of strengthening consumers' loyalty could further be felt within the service industry, considering that there are quite a lot of companies which providing or offering similar services to the one that the company was offering, in which, it would be quite easy and practical for consumers to shift their preference from one serviced provider to the other if consumers are not satisfied by what the company was offering, or by how the company are performing their service or business. Therefore, it is understandably important for companies (particularly those which are conducting their business in the service sector) to be able to always keep their customers satisfied by offering the products or services which fit or comply with what these customers are expecting, in which, once customers are satisfied with the company, the chance is quite high that these customers were going to be loyal to the company, in which, these loyalty could further influence customers to spread positive news and information about the company to the others, while at the same time persuading them to buy any services or products offered by the company, thus increasing the number of customers that a company had (Shanujas & Ramanan, 2021;Kamboj et al, 2021).…”