customer satisfaction in banking sector ppt
[6] in their work focused on factors that affect customer satisfaction with respect to online banking services provided by commercial banks. • First-contact Resolution is Key to Customer Retention • The top three dominant factors which can cause a bank to lose a customer are: – Good competitive pricing – High quality customer service – Good value for money • The four main core drivers of retail bank customer satisfaction are: – Trustworthiness – … With everyone offering nearly the same products and services without much room to compete on price, the experience customers have with their banks is what gives one bank a competitive advantage over another. See our Privacy Policy and User Agreement for details. Electronic banking is the application of Telecommunication devices to perform banking transactions (Okoro 2014) .E-banking has brought in a great change in Nigerian banking sector. 2 This bank’s story is not unique. 1. banks. Clipping is a handy way to collect important slides you want to go back to later. Nigerian environment is turbulent; therefore Nigerian banks have been dynamic i… satisfaction in Indian banking sector. A number of additional studies point out to a relationship between customer satisfaction and E-Banking services. Customer Satisfaction Is the Largest Competitive Advantage for Banks The banking industry is a commoditized space. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. It revealed six factors of customer satisfaction in public sector banks viz, routine operations, price, situational environmental technology and interaction. http://myassignmentwritinghelp.blogspot.com/2016/10/powerpoint- Maintaining Customer satisfaction remains a vital area in the banking sector, as it is a critical factor for the banks to achieve, to ensure they fulfil the desired results. There is a positive impact and signifi-cant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and also there is a negative relationship between security and customer satisfaction The service quality, customer value and customer satisfaction is the important considering issues in the retail banking industry to become market leader, profitability and brand loyalty. Marketing strategies focus on maximum customer satisfaction. (Zopounidis, 2012, 37.) Keywords: Service quality, Service charge, Perceived value, Customer satisfaction, Banking industry. Banking sector is purely financial service industry and the customer’s satisfaction is much more important to run banking business successfully. © 2016 The Authors. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy. If you continue browsing the site, you agree to the use of cookies on this website. satisfaction in private banking by discussing variable such as service quality and customer loyalty. Introduction In modern economics, service sector plays significant role side by side manufacturing and other sectors. ATM Banking … Having discussed the above factors that affect customer satisfaction we can say that higher the satisfaction level, higher is the sentimental attachment of customers with the specific brand of product and also with the supplier. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition. presentation-customer-satisfaction-public-private-banks.html. Customer satisfaction towards reliance jio project, Customer Code: Creating a Company Customers Love, Be A Great Product Leader (Amplify, Oct 2019), No public clipboards found for this slide, “Customer satisfaction in public sector banks”. 1, No. Findings The first items highest mean score is 7.00, which infers that the respondents belongs to below 21 years category feels that The bank has modern equipment. Download Results also suggest positive word of mouth plays a major role in customer satisfaction. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Office is like as banking sector, so choose any branches from different banks in Rajasthan. “Customer satisfaction in public sector banks” 1. Many of the services are not provided by the Public sector banks when compared with the Private sector banks e.g. Arokiasamy ARA (2013) The impact of customer satisfaction on customer loyalty and intentions to switch in the banking sector in Malaysia. Banking sector performs its activities economically and socially in a country. The goal of this research is to determine the way for assessing the level of corporate customer satisfaction with banking services, and the intra … Comparative analysis on mac d and dominos, Project on marketing strategies of pizza hut and dominos. Providing exceptional customer service in your bank or credit union is important, helping to attract and retain customers in a competitive landscape. A research presentation on PowerPoint Presentation on Public and Private Banks. There are a number of reasons why customer satisfaction is important in Banking Sector: • Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Electronic banking has impacted Nigerian banking Industry in a tremendous way. If the performance of a bank falls short of these expectations, the customer becomes dissatisfied. Reasons of Dissatisfaction in Public sector banks. This is the reason why banks listen to customer requirements and complains. It deals with what people called as surprise quotient. As technology becomes more robust and customer-buying habits shift, banks and credit unions must constantly be looking for areas of innovation and ways to meet the demands of a 21st-century customer. The satisfaction level of customers in banking sector mainly depends on the activities performed by the bank staff which includes various variables like knowledge of staff, Helpful nature of staff, courtesy and attitude of staff, etc. Result Analysis Customer satisfaction level is higher in Private sector banks as compared with the Public Sector Banks. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. Thus, both product and service quality are commonly noted as a critical prerequisite for satisfying and retaining valued customers. Customer satisfaction results from either the quality of banking services, quality of service, engagement of the customer, price factors and meeting or exceeding customers’ expectations, consuming products and services (Prabhakar, 2005). Retail banking in Pakistan customer satisfaction is one of the concern office is like as banking sector is purely service... M. 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