scholarly journals Factors Affecting Customer Satisfaction from the Status of Banking Services "System Service, Exchange and Behavior", Based on Systra (Case Study: Keshavarzi Bank of Kermanshah)

Author(s):  
Akbar Veismoradi ◽  
Peyman Akbari ◽  
Younes Abbasi ◽  
Seyed Mohsen Madineh
Author(s):  
Narsaiah Neralla

The demonetisation footstep by the Government of India twisted complicated influences in the economy. Complete sectors of the economy had faced and produced mixed sensation results over the decision of demonetisation. India’s financial services struggled with demonetisation; on the other hand demonetisation affects utmost over the banking sector because it is substantial influenced services to transform money circulation in an Indian economy. Eradicating components of currency notes from circulation in an economy is demonetisation. It is as the processes of components of money are denied the status of legal tender. Consequently, ceased currency notes will not be account as valid currency in an economy. The term ‘demonetization’ is an instrument to shrink Inflation, Black Money, Corruption and terror funding, this step discourages a cash dependent economy in India. Government of India drive towards demonetisation has given a strong push to the popularity of digital banking and made helps with the alternative arrangements of e-banking and e –wallet to trade and commerce. Exploring the demonetisation emergence in an economy and impact on banking services ecosystem dynamics, this study take an abductive approach anchored in over 4 years of case study data regarding. The present study foremost intention is to be analysing the demonetisation impact over banking loans and advances. In this regard the present study is to be examining the pre demonetisation and post demonetisation period.


Author(s):  
Samir Boujaddaine ◽  
Ahmed Taqi

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>


2019 ◽  
Vol 12 (1) ◽  
pp. 45-58
Author(s):  
Phul Prasad Subedi

This research mainly focuses on analysing the factors affecting customer satisfaction in retail banking in Nepal. The study adopts descriptive and explorative research design to deal with the fundamental issues associated with various factors of customers’ satisfaction and retail banking. The study is based on questionnaire survey of 200 customers of 10 different “A” class financial institutions, i.e. commercial banks. Descriptive statistics, correlation coefficient and regression analysis have been applied to estimate the relationship between customer satisfaction as dependent variable and service quality variables as independent variables. The empirical evidences indicate that reliability, responsiveness, assurance and tangibles factors have positive and significant impact on customer satisfaction. It reveals that higher the level of responsiveness, reliability, assurance and tangibility higher would be the customer satisfaction.


Author(s):  
Subhas Chandra Bastola

The purpose of this study is to quantify species diversity of birds in the study area and to explore the biotic and abiotic factors affecting the bird population. This study was carried out by using the fixed point counting method. The study area was situated in Annapurna Rural Municipality of Kaski district. A total of 147 bird species belonging to 46 families and 14 orders were identified in the study area. It was found that Muscicapidae was the largest family and Passeriformes the largest order. Among the reported species, 50% were residents, 31% were full-migrants, 18% were altitudinal migrants and the remaining were 1% nomadic. Habitats of birds included the forest 68%, the scrubland 17 %, the grassland 7% and the wetland 6 % of the study area. Similarly, the rocky area and artificial area covered 1% of the total species. The results showed that most of the bird species i.e. 136 were least concerned, 4 of them were nearly threatened, 3 of them were endangered, 3 were critically endangered and only one species was vulnerable. The most important threats included hunting and trapping, killing for fun, shift in crop production, use of insecticides and pesticides, improved storage devices, habitat destruction, developmental activities, tourism, buried carcasses and predatory.


Author(s):  
Mahamudul Hasan ◽  
Kabita Karmaker

The study has been conducted to investigate the factors affecting customer satisfaction toward inland waterway transportation service in Bangladesh. The study has revealed that cost and management, staff attitude and behavior, safety and security, comfort and hygiene, availability of service and food & decoration has significant effect on overall satisfaction. Moreover, Time management has no significant effect on customer satisfaction. The result also shows that overall satisfaction has positive relationship with repeat visit intention and positive word to mouth advertisements.


2015 ◽  
Vol 2 (1) ◽  
Author(s):  
Swapan Kumar Roy ◽  
Suhas Roy

The advancement in information technology in banking sector has resulted in innovation of alternative delivery channels. ATM, internet, telephone/mobile banking, call centres etc. are the main non-branch delivery channels. ATM is one of the alternative delivery channels that allows the customers to have banking services without being physically present in the brick-and-mortar branches. It is designed to perform the most important functions of bank. Banks have been installing ATMs to increase their reach. Customers using ATMs can easily withdraw cash, deposit cash, transfer funds from one account to another and engage in many such transactions. These services make the customers happy, content and satisfied. In this backdrop, this paper attempts to discuss about the ATM services in different forms provided by different banks; examine and analyse whether ATM services provided by the banks satisfy the customers; and provides suggestions to improve customer satisfaction.


2016 ◽  
Vol 34 (3) ◽  
pp. 347-367 ◽  
Author(s):  
Charles k. Ayo ◽  
Aderonke Atinuke Oni ◽  
Oyerinde J. Adewoye ◽  
Ibukun O. Eweoya

Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings – The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications – This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value – This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.


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