scholarly journals A Study of Mobile Banking with reference to Customer Satisfaction in Bank Nizwa, Oman

2020 ◽  
Author(s):  
Al Shifa Al-harthi ◽  
Madhave Hejmadi
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Quantitative Research ◽  
Statistical Tests ◽  
Age Groups ◽  
Annual Reports ◽  
Primary Data ◽  
Mobile Banking ◽  
Adoption Of Technology ◽  
The Impact

The banking business in Oman has flourished greatly due to the adoption of technology and provision of enhanced customer service. Mobile Banking can make banking transactions convenient because customers can access financial resources even from distant areas. Technology can have a significant impact on customer service and satisfaction. The mobile banking revenues reached $ 8.3 billion in 2015 and have penetrated deeper into the market and the mind of the customer. Mobile banking has made a difference in customer satisfaction. The main objective of the research paper is to evaluate the usage of mobile banking at Bank Nizwa. The research was conducted to evaluate the impact of mobile banking on customer satisfaction at Bank Nizwa in Oman. The researcher used a quantitative research design as it is aimed to measure the impact of mobile banking on customer satisfaction and get quantitative data from respondents with accuracy. Two sources of data have been used: Primary data was collected through a questionnaire with 24 items and secondary sources such as  the website of the bank, articles, annual reports, bank statements and circulars were also consulted. The data was collected through an electronic survey and the list of respondents was obtained from the Bank Nizwa database. A total of 122 respondents belonging to different age groups responded The response rate was 80%. Data was analysed by using statistical packages for Social Sciences (SPSS) software. Both single variable, double variable and cross tables were prepared. The statistical tests like chi-square and correlations were applied.  The results reveal that there are factors influencing customers’ satisfaction of mobile banking and the problems that hindered customers satisfaction were also identified. The attempt of this study was to examine the impact of mobile banking factors and services at Nizwa Bank in Oman

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 PENGARUH PELAYANAN CUSTOMER SERVICE DALAM MENGATASI KELUHAN NASABAH PADA PT BANK SULUTGO CABANG LIMBOTO

2021 ◽  
Vol 1 (1) ◽  
pp. 27-37
Author(s):  
Azhar J. Habu ◽  
Sumarni Simon
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Quantitative Research ◽  
Primary Data ◽  
Analysis Method ◽  
Customer Complaints ◽  
Application Data ◽  
Simple Regression Analysis ◽  
Simple Regression

This study aims to determine and test the Effect of Customer Service Services in Overcoming Customer Complaints of Customer Satisfaction in P. Sulutgo Bank Limboto Branch. This type of research is quantitative research. The population in this study is the customer at P. Sulutgo Bank Limboto Branch. The sample used in this study was 100 customers. The data used are primary data obtained through a questionnaire that is processed using the IBM SPSS 25 application. Data analysis method used is a simple regression analysis. The results of this study indicate that there is a positive and significant influence of Customer Service on Customer Satisfaction at PT. Bank Sulutgo Limboto Branch with a significance value of 0.040. the value of t count is greater than t table for customer service variables of 2,077> 1,660 and a significance value of 0.040. This significance value is still smaller than the alpha value (0.05) so that H_0 is rejected.

scholarly journals ANALISIS TEKNOLOGI INFORMASI MOBILE BANKING DAN PERSEPSI RISIKO TRANSAKSI TERHADAP KEPUASAN NASABAH (Studi Kasus Bank Mandiri Syariah Cabang Jemur Handayani Surabaya)

2018 ◽  
Vol 1 (2) ◽  
Author(s):  
Djoko Soelistya ◽  
Heni Agustina Agustina
Keyword(s):  
Information Technology ◽  
Customer Satisfaction ◽  
Quantitative Research ◽  
Data Gathering ◽  
Banking System ◽  
Primary Data ◽  
Mobile Banking ◽  
Banking Business ◽  
Research Type

In this era of technology now a very important role in the banking business the role of technology is absolute, where in the banking system of information technology is needed to support the progress of the banking system. The purpose of this research is to know about the effect of Information Technology of banking car and Risk Transaction Perception on Banking Customer Satisfaction, because many people only think about the interest in the use of banking facilities but not many banks know the feeling of satisfaction that exist within the customer over the facility. This research is quantitative research with explanative research type by doing observation because it explains the relation between variables through hypothesis testing without giving treatment with sample taken from a population using questionnaire as primary data gathering tool, and generally is unit of individual analysis. The population taken as many as 155 respondents, taken from the respondent employees UNUSA Yayasan RSI Surabaya. The results of this study found that a significant value variable Perception of Technology (X1) 0,000

scholarly journals Electronic Banking and Customer Satisfaction in Imo State (A Study of Selected Commercial Banks in Imo State)

2020 ◽  
Vol 5 (6) ◽  
Author(s):  
Chimaobi Ijeoma ◽  
Jane Chinyere Akujor ◽  
Jacintha Chikamnele Mbah
Keyword(s):  
Customer Satisfaction ◽  
Financial Institutions ◽  
Commercial Banks ◽  
Positive Relationship ◽  
Primary Data ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Imo State ◽  
Automated Teller Machine ◽  
The Impact

This study was carried out to examine the impact of electronic banking on customer satisfaction in commercial banks in Imo State. The aim is to determine the relationship between electronic banking and customer satisfaction in some commercial banks in Imo State. The study used primary data; the instrument used in gathering the primary data was questionnaire. The statistical tool of analysis is the Pearson Product Moment Correlation Techniques. The result revealed that there is positive relationship between electronic banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. It also revealed that there is positive relationship between Automated Teller Machine and Mobile Banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. More so, the study shows that there is a negative relationship between point of sale and customer satisfaction in the three (3) banks. This implies that increase in charge levied on those electronic banking systems will have a corresponding decrease in customer satisfaction and vice-versa. The study therefore recommends the following; that banks should improve continuously in the advance of Automated Teller Machine for speedy transaction when using by customers; financial institutions (banks) and non-financial institutions should endeavor to make available POS machine at a minimal cost to some small business outlets in order to help in the achievement of cashless economy; the banks should ensure that there is creation of more internet security in internet and mobile banking so as to avoid loss of cash by customers as a result of fraudulent activities and finally, continuous advancement and reengineering information communication technology should play a vital role in the overall synergy of financial institution operations (banking). It becomes more important for bank leadership to deepen investment in ICT products to increase speedy, user friendly and perfect services. These will make Nigerian banks to stand firm in terms of efficiency, profitability, reliability, and competitiveness among its global competitors and to withstand challenges and changes that may occur in ICT controlled globalized economy.

scholarly journals The Impact of Salesforce Motivation on Organizational Performance in Pharmaceutical Industry of Karachi, Pakistan, 2019

2020 ◽  
Vol 5 (1) ◽  
pp. 34
Author(s):  
Bakhtiyar Ali ◽  
Muhammad Abu Bakr Ali ◽  
Shameel Ahmed Zubairi
Keyword(s):  
Pharmaceutical Industry ◽  
Organizational Performance ◽  
Quantitative Research ◽  
Statistical Tests ◽  
Sales Force ◽  
Motivational Factors ◽  
Primary Data ◽  
Company Performance ◽  
Effective Manner ◽  
The Impact

The pharmaceutical industry in Pakistan is a very demanding market that is always subject to competitive pressures. This research objects to define the interaction (Intrinsic, Extrinsic) of motivational factors for the salesforce teams in pharmaceuticals with respect to company performance. It will test the relevance of modern motivation theories in their attempt to explain the importance of the determinants of motivation in the context of performance by the sales force in Karachi, Pakistan For the execution of the current research and catering to the research questions in an effective manner, researcher opts for quantitative research design. In this research, the study has focused on selecting the population who belong only from the industry of pharmaceutical companies operating in Karachi. The sample size selected is based on 200 participants belonging from only pharmaceutical-based organizations. The research is based on using the primary method that involves collecting data or information directly from the real world. The design of questionnaire initiates from the demographic info to motivational factors like intrinsic variables, extrinsic variables along with the mediating variables and ending with company factor of performance questions. Data is analyzed by means of statistical tests and quantitative strategies. Primary data collected through the survey process is analyzed by Multiple Regression Analysis. The results and analysis indicated that there is a statistically significant impact of extrinsic variables on the motivation level of salesforce. In addition to this, it is also identified that increased level of motivation of sales force results in effective sales performance that leads towards effective process of organizational goals establishment.

scholarly journals The Effect of Using Social Media in the Modern Marketing Communication on the Shaping an External Employer’s Image

Energies ◽  
2021 ◽  
Vol 14 (14) ◽  
pp. 4177
Author(s):  
Agnieszka Izabela Baruk ◽  
Grzegorz Wesołowski
Keyword(s):  
World Literature ◽  
Statistical Tests ◽  
Empirical Studies ◽  
Communication Channels ◽  
Primary Data ◽  
Survey Method ◽  
Marketing Communication ◽  
Chi Square ◽  
The Impact

The aim of this article was to determine the significance of modern marketing communication channels used in the process of shaping the external image of an enterprise as an employer. An analysis of the world literature on marketing, management, marketing communication and human resource management was used to prepare the theoretical part. The results of the analysis indicate a cognitive and research gap regarding the use of modern communication channels for building the external image of an enterprise in the role of an employer. In order to reduce the gap, empirical studies were conducted among young Polish potential employees, in which the survey method was used to gather primary data. The collected data were subjected to statistical analysis, during which the following methods and statistical tests were applied: the analysis of average values, exploratory factor analysis, Kruskal–Wallis test (KW), Pearson chi-square independence test and V-Cramer coefficient analysis. The results of the analyses conducted indicate, inter alia, that statistically significant diversity was identified in the case of non-professional media in terms of respondents’ opinions on whether the employer’s image created by modern media is better than the employer’s image created on the basis of classical marketing communication channels. In the case of professional and non-professional media, the age of the respondents was not a differentiating feature. Moreover, neither for professional media nor for non-professional media were statistically significant dependencies identified between respondents’ opinions on the impact of actions undertaken by enterprises on shaping their positive external image as an employer and respondents’ opinions on whether the employer’s image created on the basis of modern marketing communication channels is more beneficial than the employer’s image created on the basis of classical marketing communication channels. The results obtained on the basis of the research have a cognitive and applicability value, characterized by originality. Until now, the importance of using modern marketing communication channels in shaping the employer’s external image has not been analysed. This also applies to enterprises operating on the energy market.

scholarly journals Customer Satisfaction and Customer Loyalty: Leading Super Markets in Jaffna District, Sri Lanka

2017 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Kumaradeepan V. ◽  
Pathmini, M G S
Keyword(s):  
Social Sciences ◽  
Regression Analysis ◽  
Sri Lanka ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Random Sampling ◽  
Quantitative Method ◽  
Sampling Technique ◽  
Primary Data ◽  
The Impact

The topic of the research is Customer Satisfaction (CS) and Customer Loyalty (CL); special reference to the leading supermarkets in Jaffna. The objective of the research is to identify the impact of Customer Satisfaction on Customer Loyalty of leading Supermarkets in Jaffna, Sri Lanka. The research is simply deductive approach to find out the impact between Customer satisfaction and Customer loyalty. Quantitative method is available based on primary data. At present there are 08 numbers of supermarkets functioning in Jaffna district and popular three were selected. Random sampling technique is used to collect the data from customers of supermarkets in selected area. The analysis is carried out using a sample of 240 customers in Jaffna and only 218 were taken to analyze. ‘Statistical Package for Social Sciences’ (SPSS) 22.0 version was used in order to analyze the data. Correlation was used to find the connection between Customer Satisfaction and Customer Loyalty. Also Regression analysis is used to predict the value of a variable based on the value of two or more other variables. Also found that about 40 percent connection between Customer Satisfaction and Customer Loyalty and also found around 16% affect by Customer satisfaction to Customer loyalty.

Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies

2018 ◽  
Vol 16 (4) ◽  
pp. 41-52
Author(s):  
Gutama Kusse Getele ◽  
Arrive Tsitaire Jean
Keyword(s):  
Customer Satisfaction ◽  
Random Sample ◽  
Customer Service ◽  
Business Process ◽  
Primary Data ◽  
Survey Questionnaire ◽  
Time Saving ◽  
Before And After

The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.

scholarly journals Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

2016 ◽  
Vol 9 (1) ◽  
pp. 47
Author(s):  
Mohammad Zahed Hossain
Keyword(s):  
Mobile Apps ◽  
Age Groups ◽  
Cost Effective ◽  
Internet Banking ◽  
Demographic Variables ◽  
Online Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Chi Square ◽  
Banking Services

<p>This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks’ customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.</p>

Sign in / Sign up

Export Citation Format

Share Document