scholarly journals The Impact of the Quality of Electronic Banking Services in Achieving Customer Satisfaction from the Point of View of Al Rajhi Bank Customers

2021 ◽  
Vol 17 (1) ◽  
pp. 105
Author(s):  
Mohamed Ahmed Hamadtu Ahmed
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Analysis Program ◽  
Electronic Banking ◽  
Kingdom Of Saudi Arabia ◽  
Banking Services ◽  
Banking Service ◽  
The Impact ◽  
Statistical Analysis Program

This study aims to identify the effect of the quality of electronic banking service in achieving customer satisfaction of Al Rajhi Bank in Al Dawadmi branch by studying the dimensions of the quality of electronic banking services including tangibility, reliability, safety, empathy and response. The population of study consists of customers benefiting from the services of Al Rajhi Bank in the Kingdom of Saudi Arabia. A questionnaire was distributed to 100 individual customers of the Al Rajhi Bank. The data were, then, collected and analyzed using the SPSS statistical analysis program. The results have revealed that all the dimensions of the quality of electronic banking services namely, tangibility, reliability, safety, empathy and response are significantly related to customer satisfaction in Al Rajhi Bank. This study provides important recommendations that hopefully intended to help the bank promote the quality of banking electronic services.

Banking services for SMEs' internationalization: evaluating customer satisfaction

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vincenzo Formisano ◽  
Andrea Moretta Tartaglione ◽  
Maria Fedele ◽  
Ylenia Cavacece
Keyword(s):  
Customer Satisfaction ◽  
Point Of View ◽  
Kano Model ◽  
Banking Services ◽  
Content Type ◽  
Wide Range ◽  
International Activities ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to analyse the quality of banking services provided in support of small- and medium-sized enterprises' (SMEs) internationalization from the customers' perspective.Design/methodology/approachCustomer satisfaction of 50 Italian SMEs with the banking services provided for international activities has been evaluated by adopting the Kano model's continuous and discrete analyses.FindingsResults show which banking services provided for business internationalization are necessary to satisfy customers' expectations, which services customers like having and dislike not having and which services are unexpected by customers creating a high increase in satisfaction when provided.Research limitations/implicationsThis work shows the value of the Kano model in evaluating the non-linear relationship between customer satisfaction and quality of banking services for the international activities of companies. The main limitation of this work is the limited geographical context of the investigation.Practical implicationsThis research suggests banks to transform their role in the relationship with SMEs from mere financiers to active partners committed to their growth abroad by offering a wide range of services not just financial, but also counselling and care professional, thus achieving mutual benefits.Originality/valuePrevious works on banking services and business internationalization are focussed on the transaction costs, information asymmetries and the impact of online banking. This work advances available knowledge by analysing the customer's point of view, evaluating the satisfaction of SMEs which, although more dependent on banks for their expansion abroad than large listed companies, are mostly ignored by literature.

scholarly journals The Impact of Electronic Banking Services on Customer Satisfaction in the Sudanese Banking Sector

2018 ◽  
Vol 11 (6) ◽  
pp. 102 ◽  
Author(s):  
Adam Ahmed Musa Hamid ◽  
Nabil Mohamed Abdo Alabsy ◽  
Mohanad Abbas Mukhtar
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Positive Impact ◽  
Research Paper ◽  
The Internet ◽  
Electronic Banking ◽  
Banking Services ◽  
Bank Management ◽  
Internet Users ◽  
The Impact

This research paper aims to study the impact of electronic banking services on customer satisfaction at Sudanese banks. Questionnaires were designed by the researchers. Data and information have been collected and analyzed from the internet users in the Sudanese banks clients. The study found that there are statistical significant differences of electronic services provided by the Sudanese banks on customer satisfaction. The study attempted to explain the various means of electronic banking services which might lead to the customer satisfaction.This paper showed that the banking services over the internet has a positive impact on customer satisfaction. This study recommended that the bank management should focus on spreading the knowledge of the electronic banking services to the customers. This study emphasized the importance of the electronic banking services and recommended that the bank management should spread the technological awareness among current and prospective customers, and develop suitable infrastructure for electronic banking services in the Sudanese banking sector.

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 Customer Perception towards Electronic Banking and its Relationship with Customer Satisfaction: An Evidence from Vietnam

2020 ◽  
Vol 15 (7) ◽  
pp. 196
Author(s):  
Linh Thi Phuong Nguyen ◽  
Hieu Vo Chi Tran
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Ease Of Use ◽  
Electronic Banking ◽  
Customer Perception ◽  
Banking Service ◽  
Bank Managers ◽  
Education Levels ◽  
Long Time

Electronic Banking (e-Banking) is a popular banking service all over the world nowadays because of its convenience and great benefits for both banks and customers. However, although e-Banking has been implemented in Vietnam for a long time, the awareness and usage of customers toward this banking service are still very low in reality. This study aims to provide an insight into customer perception of e-Banking and to figure out which areas of customer perception influence customer satisfaction of e-banking in Vietnam. A structured questionnaire was distributed to three hundred and fifty banking customers in Vietnam. The collected data were analyzed by using descriptive, Pearson’s correlation, t-test, and ANOVA with Tukey analysis. The results illustrated customer perception of e-banking in Vietnam in different areas such as convenience, speed, security, procedure, ease of use, service costs, reliability, and quality of service. There were significant differences in customers’ perception of electronic banking among ages, occupations, income levels, and frequency of using groups in Vietnam. However, variables such as gender, marital status, and education levels had no significant influence on the perceptions of electronic banking. The study also found that except service costs, other factors such as convenience, speed, security, ease of use, reliability, quality of service, and procedure are positively related to customer satisfaction of electronic banking in Vietnam. Thus, it implies that bank managers should focus on these areas to raise customer perception and customer satisfaction of electronic banking.

scholarly journals The impact of the quality of higher education service on customer satisfaction

2017 ◽  
Vol 3 (2) ◽  
pp. 652
Author(s):  
Amira Shakoor Waly AL-Bayati ◽  
Nada Ismaiel Jabwry AL-Qmaj
Keyword(s):  
Higher Education ◽  
Customer Satisfaction ◽  
Private Universities ◽  
Likert Scale ◽  
Point Of View ◽  
Educational Service ◽  
Education Service ◽  
University College ◽  
The Impact

The purpose of this study is to study the impact of the quality of the higher education service on customer satisfaction through an exploratory study in the faculties of private dentistry in Baghdad. (50) students were asked to answer the questionnaires in the questionnaire. The objectives of the study were to determine students' satisfaction with the services provided to them and the factors affecting them. The five-dimensional Likert scale was used.  In this research, the research community consists of Yarmouk University College, University Degla College, and Al-Rafidain University College in Baghdad. Based on a number of relevant measures, hypotheses were prepared. The study found that the results of the improvement of the level of performance of the educational service provided by the private universities affect the overall satisfaction of the students of the Faculty of Dentistry at the private universities (Al-Rafidain University, Yarmouk University), from the point of view of the students. The level of efficiency of the private universities within the College of Dentistry from the point of view of students 4.42 Compared to the Likert scale of 5 degrees, as well as several recommendations, most important of which is the need for the administration of the civil universities to provide educational service in all its aspects and to identify the strengths and weaknesses in the service performance The desired goal of other universities working with the same specialization.  

scholarly journals Electronic Banking Strategies and Their Impact on Customers’ Satisfaction: Empirical Evidence from Palestine

2019 ◽  
Vol 15 (10) ◽  
pp. 20
Author(s):  
Mohammad Sharif Sulaiman ◽  
Naser AbdelKarim
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Survey Design ◽  
Alternative Hypothesis ◽  
Working Hours ◽  
Main Question ◽  
Wireless Internet ◽  
Electronic Banking ◽  
Banking Services ◽  
The Impact

Digital banking could be a new era for banks in Palestine. Electronic banking services have become an essential part of the banking services in most of the banks in Palestine, along with the traditional banking represented by the physical branches. Recently, more banks in Palestine have shifted towards Electronic Banking services by utilizing the advancement in the Information and Telecommunication technology thereby enhancing the customer experience and satisfaction, and increasing the efficiency of the banking services, since electronic banking is available 24/7, with no restrictions on working hours. This study examines the correlation between electronic banking services in Palestine and customer satisfaction. The main question is: “What is the impact of the electronic banking strategies on customers’ satisfaction within the banking sector in Palestine?” The methodology used to tackle this question is based on two major components: a) survey design targeting 347 banks’ customers in 8 banks in Palestine, b) Direct interviews with the Top management of two major banks in Palestine (Arab Bank and Bank of Palestine) on the bank's future strategies towards Electronic banking. With the introduction of the Third generation of wireless internet (3G) service in Palestine, the internet has become readily available and accessible, at any time. Along with the availability of traditional wireless network in the bank itself, the banking systems in Palestine are moving quickly toward digitalization. This study finds several interesting findings, one of these findings is the significant positive correlation between electronic banking strategies and customer satisfaction using these services. Thus, the study null hypothesis was rejected and the alternative hypothesis was accepted. This finding will be guiding the banks in Palestine to build strategies focusing on electronic banking services to achieve one of their top objectives by attracting and retaining their customers for the long-term.

scholarly journals  Electronic Banking: an Object of Fallacy or System of Functionality Samuel Affran Abstract — Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of s

2020 ◽  
Vol 5 (4) ◽  
Author(s):  
Samuel Affran
Keyword(s):  
Customer Satisfaction ◽  
Banking Industry ◽  
Internet Banking ◽  
Mobile Banking ◽  
Electronic Banking ◽  
Banking Services ◽  
Corporate Managers ◽  
Banking Service ◽  
Automated Teller Machine ◽  
The Relationship

Corporate managers in the banking industry have employed series of strategies to lure many customers to patronage their categories they offer for sale. One of such is E-banking. These technological services are introduced by banks with the objective of providing customers with rapid services, with cost efficient. The situation tends to be different in this part of the world. Most of these services partially exist and if it fully does, it comes with unprecedented system failures. Based upon this premises this study is conducted exploratory to find out what really constitutes electronic banking from the Ghanaian perspective and also to ascertain their linkage with customer satisfaction. A total number of 200 questionnaires were administered. Cross-sectional survey was employed using questionnaire as the principal tool for the data collection. A 5-point Likert- scale ranging from 1 (strongly disagree) to 5(strongly agree) was used to measure the constructs. With the aid of SPSS version 23 the data was analyzed to establish the empirical linkage of the underlying constructs. The study among other things brought to the fore three (3) determinants (Automated Teller Machine, Mobile Phone Banking, Internet or Online banking) that define e-banking from the Ghanaian perspective proving that it is a system of functionality that is established for specific strategic purpose better still because of inefficient execution it was also proven to be an object of fallacy in the sense that having it does not necessary leads to customer satisfaction. The data analysis also shows that statistically between automated teller machine and customer satisfaction there is positively very weak relationship (R^2= .181, p< 0.126). Meaning holding all other variables constant, automated teller machine will cause 18.1% change in customer satisfaction. It is proven by the results that, automated teller machine not only weak in explaining the relationship but the impact is also not significant as the significant level is 0.126 which is above the standard significant value of 0.05. Meaning the automated teller machine if it is not administered efficiently and effectively will have the tendency to impact on customer’s satisfaction insignificantly. This presupposes that the automated teller machines in question were not administered efficiently and effectively. Thus this study has proven empirically that it is not a forgone conclusion that having an ATM services will automatically leads to customer satisfaction making the assertion a fallacy in Ghana thus disproving the study by Sultan and Komal (2009) claiming that having an automated teller machine services will automatically lead to customer satisfaction. The study revealed that relationship between mobile banking services and customer satisfaction is positively very weak (R^2= .170, p< 0.171). This simply means that mobile services rendered by banks to their customers were seriously criticized as woefully inadequate. Thus, holding all other variables constant, mobile banking services causes 17.0 % change in customer satisfaction. This result proves that a unit change in mobile banking service will induce 17.0% change in the rate of customer satisfaction. In other words when the level of mobile banking services is improved by 1% it will lead to 17.0% increase in customer satisfaction which is quite negligible. The significance level of this outcome in reference to the study results was 0.171 which is greater than the standard value of 0.05 indicating that the variance between mobile banking services and customer satisfaction was not significant. Internet banking services were quite effective and efficient thus having positive significant impact on customer satisfaction (R^2= .211, p< 0.003). But the relationship is equally weak explaining only 21.1% of customer satisfaction within the Ghanaian banking industry. The statistical understanding is that unilaterally internet banking service has the empirical tendencies to increase customer satisfaction by 21.1% if these services are improved just a percentage change. The practical connotation is that managers need to make automated teller machine more secured and very convenient spreading it across the length and breadth of the country. It should be in good function (twenty-four hours a day), accessible at all times (weekdays and weekends) and user-friendly as well. Again, managers should be proactive in sending message to customers whenever their system is malfunctioning in order to win customer trust. They should be ready to accept their mistakes and improve on customer complaint. They should avoid the rationalization of system failure which tend to put customers off serving as a catalyst for customer drifting. Again, internet connectivity should be reliable to boost mobile banking services.  The banks should create more mobile apps for the various product categories.  To sum up more resources should be allocated to online products since it is proven to be the only determinant significant in explaining customer satisfaction.

scholarly journals PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DI BANK SYARIAH MANDIRI SIDOARJO

2021 ◽  
Vol 24 (2) ◽  
pp. 41-44
Author(s):  
D
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Statistical Test ◽  
Point Of View ◽  
Survey Method ◽  
Simple Linear Regression ◽  
Validity And Reliability ◽  
Banking Service ◽  
Quantitative Descriptive

The quality of service in a banking service company is very important from the consumer's point of view. The purpose of this study was to determine and explain the effect of service quality on customer satisfaction at Bank Syariah Mandiri Juanda in Sidoarjo. This quantitative descriptive study uses a survey method by distributing questionnaires to respondents. Some of the tests carriedout were the validity and reliability of the questionnaire, the classical assumption test, and the statistical test (simple linear regression). The results of the regression analysis show that service quality has a significant effect on customer satisfaction.

scholarly journals An Exploratory Study of Length and Frequency of Internet Banking Usage

2007 ◽  
Vol 2 (1) ◽  
pp. 76-85
Author(s):  
Booi Hon Kam ◽  
Hernan Riquelme
Keyword(s):  
Customer Satisfaction ◽  
Foreign Exchange ◽  
Exploratory Study ◽  
Internet Banking ◽  
Ease Of Use ◽  
Market Segments ◽  
Customer Base ◽  
Banking Service ◽  
The Impact ◽  
Exchange Transactions

The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.

scholarly journals CROSS COUNTRY ANALYSIS OF ONLINE BANKING SERVICE QUALITY IN SOUTH AFRICA AND INDONESIA

2020 ◽  
Vol 8 (4) ◽  
pp. 194-203
Author(s):  
Johan W de Jager ◽  
◽  
Nuri Wulandari ◽  
Elizma Wannenburg ◽  
◽  
...  
Keyword(s):  
South Africa ◽  
Service Quality ◽  
Online Banking ◽  
High Tech ◽  
Banking Services ◽  
Banking Service ◽  
Country Analysis ◽  
Cross Country ◽  
Automatic Teller Machines

Since the introduction of automatic teller machines, the online banking industry have evolved rapidly in order to stay abreast of today’s digital savvy customers. By keeping up to date with changes in the external environment as well as consumer needs can elevate the competitive advantage of banks. With that in mind, banks need to ensure that the service quality of the online banking services meets the expectations of its customers. The objective of the study is to evaluate and investigate the online banking customers’ perceptions of the service quality of banks in South Africa (SA) and Indonesia (INA). A survey was conducted among more than 300 respondents from both countries. The results revealed that within the eight dimensions of online banking service quality, each of the countries have different experiences when it comes to “high tech” versus “high touch”. The study has also found significant differences between the perceptions of both SA and INA’s banking customers. By understanding the perceptions of online banking customers in two developing countries can assist financial institutions with the development of new services or technologies that will enhance the online banking experience.

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