scholarly journals Deployment of Point of Sales and Customer Satisfaction in the Banking Sectorin Ekiti State, Nigeria

2021 ◽  
Vol 4 (6) ◽  
Author(s):  
Hezekiah Olufemi, Adetayo ◽  
Keyword(s):  
Customer Satisfaction ◽  
Logit Model ◽  
Banking Sector ◽  
Primary Data ◽  
Sampling Techniques ◽  
Banking Services ◽  
Point Of Sale ◽  
Money Transfer ◽  
Determinants Of Satisfaction ◽  
Nigerian Banking

The use of point of sale (POS) in providing banking services has become rampant in Nigerian banking sector especially in Ekiti State. This study therefore determined effects of cash withdrawal, money transfer and payment for utilities using POS terminals on customer satisfaction in the Nigerian banking sector. 320 regular customers of POS operators used for the study were selected through systematic and purposive sampling techniques. Primary data collected were analysed with the aid of Logit model. Findings from the study revealed that confidentiality, speed of transaction, friendliness of POS operator, competitive charges and convenient location were the major determinants of satisfaction when customers accessed POS to make withdrawal, money transfer and payment for utilities. The study concluded that deployment of POS significantly and positively influenced customer satisfaction in the banking sector in Nigeria and recommended more deployment of POS by banks with a view to decongesting banking halls and reduce queues at ATM terminals.

scholarly journals DOES QUALITY OF BANK SERVICES LEAD TO CUSTOMER SATISFACTION IN THE NIGERIAN BANKING SECTOR?

2019 ◽  
Vol 13 (1) ◽  
pp. 52-74
Author(s):  
O. P. ADEYEYE ◽  
O. FAPETU ◽  
I. T. ADEFOLU
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Primary Data ◽  
Critical Question ◽  
Banking Services ◽  
Bank Managers ◽  
Nigerian Banking ◽  
Customers Perspective

This study examined a critical question from customers’ perspective: Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? The study is conducted using questionnaire survey administered in Nigeria using customers of some selected banks as sample. The paper uses primary data collected through scientifically developed questionnaires, which were administered on 174 bank customers selected on a convenient basis. The results, based on factor and regression analysis, identified four factors that impact customers’ assessment of the quality of banking services including responsiveness, reliability, tangibility and empathy respectively. The implication of the finding is to enhance the understanding of bank managers and other relevant stakeholders of customers’ perception of the quality of banking services and consequently reveal the path to developing strategies for improving their satisfaction. The study therefore, recommends that the Nigerian banks should make products and services available that best suits the peculiarity of each category of customers and improve the confidence Nigerians have in the banking sector.      

scholarly journals E-banking Service Quality Dimensions and Its Effect on Customers Satisfaction

2018 ◽  
Vol 12 (01) ◽  
Author(s):  
Leena Shimpi
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Expected Improvement ◽  
Primary Data ◽  
Extensive Literature ◽  
Banking Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions

solutions by most of the Indian banks. It is playing a unique role in strengthening the banking sector and improving its service quality. There is expected improvement and tremendous increase in customer satisfaction level with the advent of e-banking services, along with other benefits like reduction in cost of banking operations, enhanced competitiveness and increased profitability. Therefore it is necessary to identify the dimensions of e-banking services and evaluate its effect on customer satisfaction. Research methodology- the present study is based on primary data, collected from 200 respondents availing E - banking services from various public sector as well as private sectors banks. The questionnaire is designed based on dimensions of SERVQUAL model. Various statistical tools are applied for analysis of data. Factor analysis was used for data reduction. Cronbach alpha, Kaiser- Meyer Olkin (KMO) and Bartlett test of sphericity were applied to check reliability. Correlation and Regression analysis were run to test the effect of the service quality dimensions on overall customer satisfaction. Secondary data was collected from various journals, magazines and websites for extensive literature review. The data was processed on SPSS 16.0 Findings and conclusion: all the service quality dimensions were found to have a positive correlation with overall customer satisfaction. The regression analysis showed that all the service quality dimensions positively affected the overall customer satisfaction.

scholarly journals Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector

2016 ◽  
Vol 12 (5) ◽  
pp. 139 ◽  
Author(s):  
Hani A. AlHaliq ◽  
Ahmad A. AlMuhirat
Keyword(s):  
Saudi Arabia ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Secondary Data ◽  
Ease Of Use ◽  
Primary Data ◽  
Monitoring And Control ◽  
Electronic Banking ◽  
Banking Services

<p class="a">This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.</p>

scholarly journals What keeps Islamic mobile banking customers loyal?

2019 ◽  
Vol 10 (2) ◽  
pp. 525-542 ◽  
Author(s):  
Mohamed Asmy Bin Mohd Thas Thaker ◽  
Md Fouad Bin Amin ◽  
Hassanudin Bin Mohd Thas Thaker ◽  
Anwar Bin Allah Pitchay
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Mediating Effect ◽  
Primary Data ◽  
Islamic Banking ◽  
Intention To Use ◽  
Mobile Banking ◽  
Continuance Intention ◽  
Banking Services ◽  
Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

scholarly journals FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

2021 ◽  
Vol 6 (3) ◽  
Author(s):  
Samir Boujaddaine ◽  
Ahmed Taqi
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Satisfaction Index ◽  
Index Model ◽  
American Customer Satisfaction Index ◽  
Indirect Relationship ◽  
The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 <p> </p><p><strong> Article visualizations:</strong></p><p><img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" /></p>

scholarly journals ISSUES OF FORMING PERSONNEL CAPACITY IN THE CONTEXT OF THE DEVELOPMENT OF THE ISLAMIC BANKING SECTOR IN THE REPUBLIC OF TAJIKISTAN

2020 ◽  
pp. 127-132
Author(s):  
Sh. S. Sharipov
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Training System ◽  
Islamic Finance ◽  
Islamic Banking ◽  
Personnel Training ◽  
Banking Services ◽  
The Republic

The issues of forming personnel capacity in the Republic of Tajikistan, in the context of the launch of the first Bank providing services in accordance with the principles of Islamic Finance have been considered. For the purpose of a comprehensive assessment of the situation, the experience of individual countries in this area of activity, as well as the experience of previous research, ware studied. Conclusions about the state and prospects of development of the Islamic banking system in the current conditions, as well as a description of a number of measures, the implementation of which will ensure the acceleration of formation of the necessary personnel capacity in the Republic of Tajikistan have been given. In particular, the proposed measures address the issues of creating a competitive personnel training system, improving the quality of banking services provided and customer satisfaction.

scholarly journals Juridical Analysis of Protection of Bank Customers from Skimming Action Reviewed from Consumer Protection Law

2019 ◽  
Vol 6 (4) ◽  
pp. 546
Author(s):  
Nor Hazrina ◽  
Yulfasni Yulfasni ◽  
Delfianti Delfianti
Keyword(s):  
Consumer Protection ◽  
Banking Sector ◽  
Service Providers ◽  
Legal Protection ◽  
Primary Data ◽  
Literature Study ◽  
Banking Services ◽  
Consumer Protection Act ◽  
Automatic Teller Machine ◽  
The Right

Today technology is growing rapidly including in the banking sector, banks as service providers continue to provide services to facilitate customer transactions, one of which is in the form of an ATM machine (Automatic Teller Machine), besides that customers as consumers in banking services also have the right to get comfort and security for funds entrusted by the customer to the bank, and also the bank is obliged to provide protection and safeguard against crime by third parties with skimming mode, as stipulated in the consumer protection law. The method in this research is normative juridical research. Research data were collected through literature study and interviews with resource persons to obtain primary data and literature studies to obtain primary data. The focus of this research is to find out how the Protection of Bank Customers From the Act of Skimming Viewed from the Consumer Protection Regulation. The results of the study indicate that the form of legal protection for bank customers from acts of skimming in terms of the Consumer protection Act that is legal protection and direct protection, and if there is a skimming action that is detrimental to the customer, and it is proven that there is no element of negligence from the customer, the bank will provide compensation for the amount of money lost.

scholarly journals A Comparative Analysis of Customer Satisfaction between Public and Private Sector Bank with Reference to New Delhi Area

2021 ◽  
Vol 9 (11) ◽  
pp. 265-266
Author(s):  
Ankur Bhadauriya
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Private Sector ◽  
Banking Sector ◽  
Research Work ◽  
Survey Study ◽  
Primary Data ◽  
Satisfaction Level ◽  
Public And Private ◽  
Public And Private Sector

Abstract: The Aim of this study is to compare the customer perception and customer satisfaction level between Private and Public sector Bank in North West Delhi area and to investigates and understands the relationship variable which leads to customer satisfaction and studies the differences in different perception and thinking of customers with respect to various services provided by 4 Indian banks. It begins with a brief overview of customer satisfaction and past history of the banking sector. This study analysis the details of the various research design is being used and the sampling technique is being also employed, various data collection methods to achieve the objectives of this study and the various tools and techniques used for analyzing the data. This study also elaborates upon the research instrument that is used. Finally, the different hypothesis to be tested during the course of the work has been presented later on. The contents bring out the aims and objectives of this research work. The scopes of the study have been mentioned and it includes the period cycle of study and volume of study carried out in the work. It also presents a detailed roadmap of how the research has been conducted in various stages. A questionnaire has been employed for collection of primary data through questionnaire responses collected from 100 responded and secondary data collected from books, magazine, research paper, journals, articles etc. In this study a detailed analysis of Customer Satisfaction between public and private Sector Banks has been achieved with the help of a survey study of customer of public and private sector Banks. The Analysis of this study of data was carried out using both MS Excel and SPSS (Statistical Package for Social Sciences) and hypothesis is also designed to understand the satisfaction level at various banks.. This study reveals the different levels of satisfaction are high in Private Sector as compared to Public Sector. This study also helps identify the various variables factors (or relationship dimensions) which is responsible for satisfying the customer between various Banks.

scholarly journals ORGANIZATIONAL CLIMATE AND EMPLOYEE COMMITMENT IN NIGERIAN DEPOSIT MONEY BANKS

2021 ◽  
Vol 2 (1) ◽  
pp. 33-44
Author(s):  
Mariam Ahuoiza AHMED
Keyword(s):  
Organizational Climate ◽  
Employee Engagement ◽  
Banking Sector ◽  
Collaborative Work ◽  
Employee Commitment ◽  
Primary Data ◽  
Organisational Commitment ◽  
Open Communication ◽  
Nigerian Banking ◽  
Structured Questionnaire

The study was motivated by the problem of high employee turnover rate in the Nigerian banking industry. The study sought therefore, to assess the effect of organizational climate on employee commitment in the Nigerian Banking sector. The study was restricted to employees of Nigerian Banks in the Abuja regional offices. The study adopted the survey research design, primary data was used for the study and collected electronically through a structured questionnaire coded into Google forms. Regression technique was used to analyze the data collected. From a purposively selected sample of 384 respondents. The study found that organisational commitment has a positive and significant effect on employee commitment in the Nigerian banking sector and recommends that collaborative work climate, open communication channels across the firm, and employee engagement in decision making in order to boost commitment of the employees in the organization.

scholarly journals Uttarakhand Gramin Banks’ Services on Rural Economic Development in Uttarakhand with Reference to Dehradun

2021 ◽  
Vol 1 (2) ◽  
pp. 57-62
Author(s):  
Amit Kumar Uniyal ◽  
Ravi Prasad
Keyword(s):  
Rural Economy ◽  
Banking Sector ◽  
18Th Century ◽  
Internet Banking ◽  
Primary Data ◽  
Banking Services ◽  
Rural Economic Development ◽  
Technological Developments ◽  
The Subject ◽  
Made In

From its origins in the 18th century, the Indian banking sector has come a long way. The financial revolution resulted in the introduction of ATMs, debit and credit cards, NEFT, RTGS, and internet banking, among other things. However, technological developments around the world have put pressure on the banking sector to use better technology. This paper focuses on Uttarakhand Gramin Banks’ innovative banking services and its efforts made in uplifting the rural economy in Dehradun region of Uttarakhand. The study aims to investigate the effect of emerging technology on rural customer’s satisfaction level and the growth of the rural economy in the Dehradun area. Primary data was collected from the banks' customers and analyzed, yielding substantial results on the subject. The result shows that customers are not satisfied to an extent with the services of this bank and its efforts in enhancing the rural economy .The rural banks needs to enhance its services in terms of quality and provide effective banking services for rural development.

Sign in / Sign up

Export Citation Format

Share Document