scholarly journals E-Banking services quality and customer loyalty: The moderating effect of customer service satisfaction: Empirical evidence from the UAE banking sector

2020 ◽  
pp. 3663-3674
Author(s):  
Mohammad Sleimi ◽  
Mahmoud Musleh ◽  
Ihab Qubbaj
Keyword(s):  
Empirical Evidence ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Moderating Effect ◽  
Service Satisfaction ◽  
Banking Services

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

scholarly journals Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership

2021 ◽  
Vol 13 (13) ◽  
pp. 7404
Author(s):  
Md. Alamgir Hossain ◽  
Most. Nirufer Yesmin ◽  
Nusrat Jahan ◽  
Minho Kim
Keyword(s):  
Private Sector ◽  
Social Influence ◽  
Customer Loyalty ◽  
Retail Banking ◽  
Corporate Image ◽  
Moderating Effect ◽  
Service Satisfaction ◽  
Equation Modeling ◽  
Banking Services ◽  
Bank Ownership

Today, the banking sector plays a significant role due to the substantial increase in the number of banks and has become an intensely competitive field. The purpose of this paper is to strengthen knowledge of retail banking services by finding the interrelationships between service justice, service quality, social influence, and corporate image concerning service satisfaction and loyalty. In addition, we sought to determine the moderating effect of bank ownership (i.e., state-owned and private sector banks) on the above relationships. Data were collected at random through online surveys that were analyzed using structural equation modeling. Empirical findings revealed that service justice and quality have a significant effect on service satisfaction and customer loyalty. Social influence has a significant effect on customer loyalty, but not on service satisfaction; however, corporate image is positively related to service satisfaction, but not to customer loyalty. Understandably, service satisfaction was assumed to have a fundamental relationship to consumer loyalty. However, moderation results indicated that state or private sector ownership of banks was an equally important moderating factor for almost all dimensions relevant to customer loyalty, other than service justice, social influence, and service satisfaction. The study presents theoretical contributions and considers the managerial implications for banking services that are potentially applicable to other financial institutions.

scholarly journals Big Data & Analytics as a sustainable Customer Loyalty Instrument in Banking and Finance

2019 ◽  
Vol 3 (4) ◽  
pp. 74-88 ◽  
Author(s):  
C. Giebe ◽  
L. Hammerström ◽  
D. Zwerenz
Keyword(s):  
Big Data ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Big Data Analytics ◽  
Strong Relationship ◽  
Business Coaching ◽  
Banking Services ◽  
Banking And Finance ◽  
Customer Information ◽  
Corporate Social

The performance of the banking sector depends on the ability of a range of banking products to meet customer needs in a timely and complete manner. Due to the specific features of the banking sector, technological capabilities to accumulate a massive pool of customer information about banking services, the German banking sector has more capacity than other industries to launch and sell banking services that will be in high demand among users. The author points out that innovative methods and solutions were developed on the basis of mathematical and statistical models. It is stated that a progressive tool for providing customer-oriented services and products, in the banking sector, is currently defined as “Big Data & Analytics”. The main purpose of the study is to identify the peculiarities of the use in the banking practice of the analytical tool “Big Data & Analytics” and the functional ability of this tool to ensure stable customer loyalty in the course of using banking services. The study empirically confirmed (based on a survey conducted in the fall of 2019) and theoretically proved that there is a strong relationship between the use of the Big Data & Analytics tool and the provision of key principles of customer loyalty in the following areas of the banking sector: advice to clients by banking employees systems must be objective and comprehensive, be individualized and be provided in a timely and comprehensive manner. Emphasis is placed on the need for further research on the effectiveness of internal and external business coaching, which is particularly relevant in the context of a total digital transformation of all spheres of society and entrepreneurship. Keywords: big data and analytics, corporate social responsibility, customer loyalty tool, business ethics.

scholarly journals Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors

2021 ◽  
Vol 32 (1) ◽  
pp. 70-81
Author(s):  
Ahmad Esmaeili ◽  
Iman Haghgoo ◽  
Vida Davidavičienė ◽  
Ieva Meidutė-Kavaliauskienė
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Negative Impact ◽  
Survey Method ◽  
Mobile Banking ◽  
Statistical Population ◽  
The City

Information and communications technologies promote change in the service sector, and the banking sector is not an exception. Finding what factors impact consumer satisfaction with service and lead to loyalty is invariably important for business. However, it is important to begin with evaluating the aspects that are specific to the market and service. The purpose of this study was to investigate the factors affecting customer loyalty in Mobile Banking. Following the model designed by the researchers, consideration was given to mediator variables of satisfaction, trust, and customer service to examine how factors such as perceived risk, relative advantages, and usability affect customer loyalty. In this study, customers of an Iranian bank (Shahr Bank) based in the city of Tehran constituted the statistical population. The descriptive survey method was used on a sample that was selected through a cluster-convenience method and included 411 Shahr Bank's customers resident in the east, west, north, south, and centre of the city of Tehran. Structural Equation Modelling (SEM) test and the LISREL 8.8 software were used to analyse the data and to determine what role each factor plays on loyalty. The results showed that such factors as relative advantages, satisfaction, and trust have the most significant impact on customer loyalty. However, the effect of usability on customer service was not confirmed. Furthermore, it was identified that perceived risk has a negative impact on loyalty.

scholarly journals Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 159-167 ◽  
Author(s):  
Mohsin Zafar ◽  
Aasia Asif . ◽  
Ahmed Imran Hunjra . ◽  
H. Mushtaq Ahmad .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking Services ◽  
Banking Relationships ◽  
Conflict Handling ◽  
The Impact ◽  
Customer Satisfaction And Loyalty

The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty.

scholarly journals Influence of Non-Price Factors of banks’ Activities on their Financial Results

2020 ◽  
Vol 24 (5) ◽  
pp. 62-71
Author(s):  
V. D. Smirnov
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Qualitative And Quantitative Analysis ◽  
Scientific Publications ◽  
Pricing Policy ◽  
Banking Services ◽  
Product Range ◽  
Consulting Firms ◽  
Customer Motivation

The subject of the research is the customer motivation towards certain banks regardless of the pricing policy. The aim of this study is to determine the significance of non-price factors for attracting customers by banks and its influence on banks’ revenues and profit. The theoretical and methodological basis of the study included the scientific works of foreign scientists on the influence of non-price factors on customer loyalty in banking.The author used methods of qualitative and quantitative analysis of scientific publications, regulatory and legal sources, retrospective statistical data, and analytics of well-known consulting firms. The results of the study suggest areas for improvement for commercial banks in terms of the quality of values (non-price) offered to customers and approaches to understanding customer loyalty. The author concludes that despite the importance of banking services cost reduction and thus intensifying competition, a constant focus on cutting prices, which are relatively the same for all banks in terms of product range and basic conditions, does not necessarily contribute to expanded market share and profitability of financial institutions, while a comprehensive understanding of customer needs, timely and relevant offers, a personalized customer service, as well as a bank’s shifting focus from a product to a customer problem-solving approach will help banks to attract customers, improve their loyalty, increase service sales and expand the product range, ultimately, spurring growth and better economics for banks.

Connecting the Dots Between E-CRM and Customer Loyalty

2021 ◽  
pp. 123-140
Author(s):  
Lejla Turulja ◽  
Merima Činjarević
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Online Community ◽  
Banking Sector ◽  
Relative Importance ◽  
Marketing Tactics ◽  
Reward Program ◽  
Service Sectors ◽  
Connecting The Dots

The main purpose of this study is to investigate the effects of e-CRM tactics on customer loyalty in B2C markets. In addition, this study attempts to explore the mediating roles of customer service quality and perceived value in the e-CRM – customer loyalty relationship. Moreover, the current research explores the relative importance of individual e-marketing tactics (personalization, reward program, online community, and customer service quality) is a customer loyalty model. A conceptual model is empirically tested in the context of the bank industry, using a sample of 203 bank users. The results indicate that e-CRM has a positive indirect effect on customer loyalty via customer service quality. The findings suggest that online services, personalization, and ease of website navigation are the most important factors in influencing customer loyalty. The present study enhances our understanding of the importance of individual e-CRM tactics in influencing customer loyalty and thereby provides valuable insights for marketing managers in service sectors, particularly the banking sector.

Consumer trust in banking relationships in Europe

2014 ◽  
Vol 32 (6) ◽  
pp. 551-566 ◽  
Author(s):  
Raija Anneli Järvinen
Keyword(s):  
Customer Service ◽  
Perceived Risk ◽  
Banking Sector ◽  
Well Being ◽  
Service Level ◽  
European Countries ◽  
Consumer Trust ◽  
Banking Services ◽  
Content Type ◽  
Banking Relationships

Purpose – The purpose of this paper is to examine the content of consumer trust in the banking sector on the basis of the earlier literature and to compare consumer trust in banking and distinct banking services in 29 European countries in order to find out if there are deviations in consumer trust in banks at the organisational level, and at a service level, and between distinct services and between various countries. Design/methodology/approach – The study employs a survey gathered in 2012 in 29 European countries containing 41,308 consumer assessments concerning banking services. The data are analysed by using SPSS-statistical software. Findings – The study reveals deviations between various banking services and company-level results regarding consumers’ trust in their banking relationships. Consumer trust is the highest in banking accounts and the lowest in investments and pensions. The study also highlights deviations in consumer trust between European countries, and identifies countries with low, medium and high trust in banking and in distinct banking services. Research limitations/implications – The culture and well-being of a nation may affect in consumer trust in general. The data are bound to certain limitations, its formula is decided at European Commission level. Practical implications – Low trust may indicate serious problems in the markets and it should be a signal to bank managers to take actions, e.g. by reducing the levels of perceived risk in high-complexity banking services, launching simpler products, present service offerings in a more customer-oriented way, applying behavioural perspectives in relationships with consumers, encourage on-going behavioural loyalty, and maintaining customer service at high priority. Low-trust consumers have to be approached with a different strategy than those with high trust. Originality/value – The paper contributes to the literature on trust by defining the content of consumer trust in the banking context. The empirical results of consumer trust in banking in 29 European markets at country level and at banking service level increase knowledge of trust as experienced by consumers. They reveal that trust is a service-specific phenomenon showing that the degree of consumer trust varies depending on the service in question, and there is vast deviation between the European countries. The highest trust in all the three banking services is experienced in Malta, Finland and Luxembourg, and the lowest in Spain. Otherwise the countries show variation across the banking services. The results indicate also demographic deviations in trust.

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