Assessment Methodology for Customer and Employee Satisfaction with Digital Technologies and Bank Services

هدفت الدراسة التعرف على مدى التزام البنوك المحلية بدولة الكويت بالعمل بمفهوم التسويق داخليا وخارجيا، والاهتمام به، والعلاقة بين التدريب وتطوير العاملين في هذه البنوك ومدى رضا العملاء في هذه المصارف، ومستوى العلاقة بين تحفيز العاملين ومستوى رضا العملاء لهذه البنوك، والعلاقة بين تفويض الصلاحيات للعاملين ولزيادة رضاهم وبين رضا العملاء. وتمثلت عينة الدراسة في (51) من مراجع البنوك بدولة الكويت، واستخدمت الدراسة الاستبانة كأداة لجمع بيانات الدراسة، وطبقت الدراسة المنهج الوصفي التحليلي، وتوصلت نتائج الدراسة إلى: 1. أن البنوك تلتزم بتفعيل عناصر التسويق الداخلي سواء خدمات البنك أو ترويج الخدمات، وكفاءة وتحفيز العاملين، ورضا العاملين، إلا أن ترويج الخدمات جاء في مرتبة متأخرة من وجهة نظر عينة الدراسة. 2. ارتفاع مستوى رضا العملاء عن خدمات البنوك سواء من حسن توفر فروع لتلك البنوك أو سرعة وببساطة انجاز المعاملات وبساطتها، والمرونة في ساعات العمل، واتباع نظام دقيق في انجاز المعاملات. 3. أن عناصر التسويق الداخلي تؤثر وترتبط بصورة دالة برضا العملاء وتسهم في مستوى رضا العملاء. 4. أن كل من خدمات البنك ورضا الموظفين وكفاءة وتحفيز الموظفين هي التي تسهم بصورة دالة برضا العملاء، بينما لا يؤثر أو يسهم ترويج الخدمات في رضا العملاء. 5. لا توجد فروق ذات دلالة إحصائية في متوسطات كل من عناصر التسويق ورضا العملاء تعود للفروق في كل من النوع والعمر والمستوى التعليمي والوظيفة لدى عملاء البنوك الكويتية. وأوصت الدراسة بالاهتمام بالكادر البشري، والاعتماد على الأساليب الإلكترونية لتقديم الخدمات المصرفية، وإقامة شراكات وتحالفات بين المصارف المحلية والأجنبية للاستفادة من الخبرات لتطوير عناصر الخدمات البنكية.

In the face of dynamic changes and uncertainties such as pandemics, crises, and war, the banking business is focusing on maximizing its transition to online services. This requires a constant search for innovative banking service channels that reduce irrational operating costs, while ensuring that each client can receive necessary banking services. The article aims to study the trends in the development of innovative marketing technologies in the activities of banks and identify the features of communication channels in the context of digitalization. The article notes that the development of innovative marketing technologies for promoting banking products requires a study of the audience to whom these products and services should be directed. This includes the knowledge and skills of using digital financial technologies. Innovations create new opportunities for products/services, as well as new strategies and commercialization channels. The article outlines the problems of providing banking services using digital information technologies in Ukraine. Four types of business models for the bank's marketing policy in the context of digitalization are identified, namely: closed ecosystem, digital "killer", service model, and aggregator model. The article considers the potential opportunities for customers to use such technologies and the capabilities of banks to develop and implement digital marketing technologies. Digital marketing is described as targeted and interactive marketing, which involves the use of information, financial, and digital technologies and channels. New approaches, innovative tools, and communication channels for digital marketing of banking products and services are identified. The article notes that offline channels are still relevant for banking marketing but emphasizes that the use of digital channels has its own specifics and technologies depending on the market segment and audience. Additionally, it should be noted that the development of innovative marketing technologies requires creative thinking and significant information and analytical support.

The role of banking in the economy of a country is very large. Almost all sectors related to various financial activities always need bank services. Therefore both now and in the future we will not be separated from the world of banking. Surabaya as a metropolitan city and one of the largest cities in Indonesia, has a dense population and is a business opportunity for banks. The growth of banking services in Surabaya is expected to increase economic prosperity in Surabaya. This study aims to determine and explain the effect of organizational climate and work stress on turnover intention through job satisfaction in banking employees in Surabaya. This research is a type of causal research that uses a quantitative approach with a population of all banking employees in Surabaya, both permanent and contract employees at commercial/conventional and private banks, with a sampling technique using accidental sampling with a total sample of 90 employees. The statistical analysis used in this study is Structural Equation Modeling (SEM) with the help of SMART-PLS 4.0 software. The results of this study indicate that the organizational climate has a positive effect on the job satisfaction of banking employees in Surabaya, work stress has no effect on the job satisfaction of banking employees in Surabaya, job satisfaction has a negative effect on the turnover intention of banking employees in Surabaya, organizational climate has a negative effect on turnover banking employee intention in Surabaya, job stress has no effect on banking employee turnover intention in Surabaya, job satisfaction mediates the effect of organizational climate on banking employee turnover intention in Surabaya, job satisfaction does not mediate the effect of work stress on banking employee turnover intention in Surabaya. Research implies that companies are expected to be able to create a warm and harmonious and supportive atmosphere in the work environment, then provide rewards to employees so that employees feel comfortable and at home at work. Companies need to create a sense of fairness and objectivity in employees to increase job satisfaction. To reduce turnover intention, companies can implement policies that are not detrimental to the company and employees, for example paying attention to working hours so as not to cause stress because working hours are too high. Keywords: Organizational Climate, Work Stress, Job satisfaction, Turnover intention

<p>The purpose of this study is to examine the possible<br>\nlink between employee and customer satisfaction. The service<br>\nprovided by employees, help to build a good relationship with<br>\ncustomers and can help at increasing their loyalty. Published data for<br>\njob satisfaction and indicators of customer services of banks were<br>\ngathered from relevant published works which included data from<br>\nfive different countries. The scores of customers and employees<br>\nsatisfaction of the different published works were transformed and<br>\nnormalized to the scale of 1 to 100. The data were analyzed and a<br>\nregression analysis of the two parameters was used to describe the<br>\nlink between employee’s satisfaction and customer’s satisfaction.<br>\nAssuming that employee satisfaction has a significant influence on<br>\ncustomer’s service and the resulting customer satisfaction, the<br>\nreviewed data indicate that employee’s satisfaction contributes<br>\nsignificantly on the level of customer satisfaction in the Banking<br>\nsector. There was a significant correlation between the two<br>\nparameters (Pearson correlation R2=0.52 P<0.05). The reviewed data<br>\nindicate that published data support the hypothesis that practical<br>\nevidence link these two parameters. During the recent global<br>\neconomic crisis, the financial services sector was affected severely<br>\nand job security, remuneration and recruitment of personnel of banks<br>\nwas in many countries, including Greece, significantly reduced.<br>\nNevertheless, modern organizations should always consider their<br>\npersonnel as a capital, which is the driving force for success in the<br>\nfuture. Appropriate human resource management policies can<br>\nincrease the level of job satisfaction of the personnel with positive<br>\nconsequences for the level of customer’s satisfaction.</p>

This study examines the relationship between job stress and job satisfaction among bank employees in Manipur, India. Job stress is defined as the reactions of individuals to new or threatening factors in their work environments, while job satisfaction is defined as all the feelings that an individual has about his/her job. The study aims to explore the level of job stress and job satisfaction experienced among bank employees in Manipur, and how they are interrelated. The study also compares the differences between male and female employees in terms of job stress and job satisfaction. The study used a self-administered questionnaire to collect data from 167 employees comprising of both public and private bank. The mean scores of item indicates that the employees are indifferent in the job satisfaction and that they are satisfied with their job. The results also show that there are no significant gender differences in both variables. The study also identifies the main sources of job stress and job satisfaction, and suggests some implications and recommendations for bank management and employees.

Various academic studies have been conducted on customer and employee satisfaction in the service industries. This research focuses on the hotel sector, exploring 1) job satisfaction (intrinsic, extrinsic, and general) in departments whose employees most frequently come into contact with hotel customers (reception, housekeeping, bar and restaurant, kitchen, and entertainment); and 2) customer satisfaction for these departments. The aim of this research is to examine customer and job satisfaction in the aforementioned departments in greater depth. The research was carried out at the beginning of the 2021 summer season, during the COVID-19 pandemic. A sample of 1,488 individuals was analyzed to find out if employee job satisfaction can predict customer satisfaction. Customer satisfaction was minimally explained by the three dimensions of employee satisfaction (intrinsic, extrinsic, and general), although not in all departments. Extrinsic employee satisfaction achieved higher results than intrinsic employee satisfaction in the reception, kitchen, and bar and restaurant departments. The results show a clear difference between departments that are managed directly by the hotel and those that are outsourced (housekeeping and entertainment), which did not show a predictive relationship between employee and customer satisfaction.

The banking service industry has experienced great change in recent decades. The present study covers the domains of Job satisfaction of employees and its impact on the service quality delivered by them. Exploring further the construct of employee job satisfaction amongst the three groups of banks, an attempt that is unique to this research, one finds that as expected, there is a difference between the three groups of banks in terms of the job satisfaction levels experienced by them. The overall job satisfaction is reported to be the highest amongst the PSU bank employees. The private and foreign bank employees are less satisfied compared to their counterparts working in PSU banks. Context job satisfaction factors (i.e. satisfaction with pay, variety of activities, environment and security) are more descriptive of employee job satisfaction than the content factors (i.e. satisfaction with work, customer interaction and promotion). In the case of PSU bank employees, the opportunity to interact does ...

This paper aims to examine the impact of emotional intelligence (EQ), employee empowerment (EE), and cultural intelligence (CQ) on commercial bank employees’ job satisfaction in Bangladesh. For this purpose, a survey questionnaire was developed based on pre-tested constructs. The study used a convenience sampling technique, supplemented by a non-probability sampling method. 200 bank employees were invited to participate in the survey; finally, 130 responses were received as fully complete, with a 65% response rate. Hence, the sample size is n = 130. Cronbach’s alpha value was used to determine the internal consistency of the study constructs. SPSS version 26.0 was used to analyze the correlation test and hypotheses test. The findings show that emotional intelligence (EQ) with a beta (β) value of 0.510 has a statistical and positive effect on bank employees’ job satisfaction. Also, employee empowerment (EE) with a beta value of (β) 0.418 and cultural intelligence (CQ) with a beta (β) of 0.372 were found to be significant predictors of job satisfaction. This indicates that bank managers should utilize EQ and CQ to increase bank employee satisfaction and focus on employee engagement at the workplace. According to the study, if bank employees become more emotionally stable and culturally intelligent at their workplace, they will be more satisfied with their current jobs. Besides, if bank employees are given more opportunities to carry out their job responsibilities, they will be more satisfied with their jobs. The paper outlines several significant implications for commercial bank managers and offers some notable directions for future research.

Background: Banks are among the industries in intense competition regarding product quality, customer satisfaction, and employee management. This is why some bank employees are concerned about the high workload that causes stress, resulting in poor Work-Life Integration (WLI). Aim: This study aims to fill the gap by conducting a comparative study to determine the effect of WLI on productivity and job satisfaction among bank employees in Metro Manila, irrespective of the bank's type, classification, or whether it operates as a traditional or digital bank, and to identify the difference in work-life collaboration of the private and public or government bank employees. To address the gap, the Human Resource Department must deploy WLI programs and assess the quality of life within the workplace. Study Design: Descriptive correlational research design with moderate and multigroup analysis. Place and Duration of Study: Metro-Manila, Philippines. Methodology: A total of 377 respondents participated in this study through an adapted online questionnaire, of which 161 were public bank employees and 216 were private bank employees. Mean and standard deviation, t-test, structural equation modeling (SEM), regression with moderation analysis, and SEM with multigroup analysis were used to test the hypotheses. Results: Findings revealed a significant difference in WLI of employees from private and public sectors t (375) = 2.599, P = 0.01, because WLI of private sector (M = 4.30 SD = 0.889) is significantly better than the public sector (M = 4.06, SD = 0.840). Employee productivity is not significantly affected by motivation, health, personal life, and family life, whereas employee job satisfaction is significantly affected by motivation, health, and personal life, but not family life. Furthermore, gender does not significantly moderate the relationship between WLI and family life. WLI on productivity has a negative indirect effect through personal life. Findings show that the negative indirect effect of WLI on productivity through personal life is more substantial in the public sector, and this can occur due to various psychological, organizational, and work-related factors. Conclusion: The direct effect of WLI on Productivity is not significant in either sector. However, WLI on job satisfaction is good for private sector while weak for public sector. Moving on to the Multigroup analysis, the direct effect of WLI on Job Satisfaction differs between the private and public sectors. The findings illustrate that WLI does not directly influence job satisfaction in the public sector as it does in the private sector. This means that the direct effect of WLI on job satisfaction is good for the private sector while weak for the public sector.

Many banks are successfully working in the conditions of growing competition and declining profitability; they are looking for new options to increase the number of their customers, reduce operating costs and improve the efficiency of operations. Medium-sized and large banks, which, as a rule, have numerous and very costly structure, with great difficulty manage to fulfill these requirements. The solution of this problem is possible through the development and introduction of innovative banking products and the provision of modern banking services. Creation of innovative banking products and services –it is the transition from the focusing on the mandatory adherence to applicable regulations, centralized management and the priority of the executive to the orientation on a customer, decentralized management and technology deserted. Creation of innovative banking products and services - is the transition from the orientation to the mandatory adherence to applicable regulations, centralized management and the priority of an executive to orientation on the customer, decentralized management and untended technologies. The main prerequisites for the development of innovative banking products are: individual approach to customers, the development of information and communication technologies, and the active introduction of self-service. Innovative banking products are significantly less time-consuming for the use of bank employees’ work, but functionally more flexible and profitable; the strategy of commercial banks is built based on them. Creation of innovative banking products and services - it is: 1) a definite step in the development of banking technologies, aimed at building a modern strategy of commercial banks; 2) a new organization of interaction with the client in the delivery of banking services. The concept of creation of innovative banking products and services include the following principles: implementation of responsibility decentralization to the level of additional office; development of intra-entrepreneurship; development of customer-oriented organizational structure; decentralization of work leading to the integration of strategic and operational liability; the introduction of material incentives for the individual activity results on a contract basis; development of self-service based on the complex of automated banking devices and information technologies. Implementation of these principles will lead to the direct process of introduction of innovative banking products and services, and focuses the bank employees on meeting customer needs.

This study investigates the impact of stress on job satisfaction among bank employees in Telangana. By examining the relationship between stress levels and job satisfaction, this research aims to offer insights that can help in designing workplace strategies to reduce stress and enhance job satisfaction in the banking sector. The findings will be based on quantitative data gathered through surveys conducted among employees of various banks in Telangana. This study investigates the relationship between stress and job satisfaction among bank employees in Telangana, India, focusing on how varying levels of stress influence job satisfaction. A sample of 100 bank employees was surveyed using Likert-scale questionnaires to assess both stress levels and job satisfaction. Statistical tools including descriptive statistics, correlation analysis, regression analysis, independent samples t-test, one-way ANOVA, and Chi-square test were used to analyze the data. The findings revealed a significant negative correlation between stress and job satisfaction, indicating that as stress levels increase, job satisfaction tends to decrease. Moreover, the regression analysis confirmed that stress significantly impacts job satisfaction. The study concludes that reducing stress in the workplace could potentially improve job satisfaction among bank employees.This study investigates the relationship between stress and job satisfaction among bank employees in Telangana, India, based on a sample of 200 respondents. The primary objective was to assess how stress levels influence employees' job satisfaction in the banking sector. Data were collected using a questionnaire focusing on stress levels, job satisfaction, and demographic factors. Descriptive statistics, correlation analysis, regression models, and hypothesis testing were employed to analyze the data. Results indicated a significant negative correlation between stress and job satisfaction, with high-stress employees reporting lower levels of job satisfaction. The findings suggest that stress management interventions could enhance employee well-being and job satisfaction in the banking industry.

Employee satisfaction must be improved since it is essential to any organization's ability to succeed financially. This research aims to investigate the link between customer satisfaction and employee satisfaction as well as how each affects organizational success. The impact of several organizational elements on employee satisfaction is examined in this research. In this cohort study, qualitative research techniques were used. A self-administrated questionnaire with multiple choice and release ruined questions were used to gather the data. The results of the principal component analysis (PCA) based on the correlation matrix showed that among the cohorts examined, where consumers had also indicated satisfaction with the current services, there was a high level of employee (hotel staff) satisfaction. Customers' comfort and subsequent satisfaction have mostly been influenced by ambient cleanliness, wholesome meals, and hotel services. From the viewpoint of the workers, a positive work environment combined with rewards like pay and regular training motivated the staff to work devotedly to improve the organization, which is reflected in the customers' satisfaction levels. Our research supports the existence of an indirect relationship mediated by customers between organizational performance and employee happiness. In conclusion, it is plausible to assume that awareness of employee roles is crucial since it seems to be a crucial component of the success of contemporary organizations.

<p><em>This article explains about the optimization of banking communication services that causes customer (campus community) dissatisfaction. Banking communication services as the main source of the problem are not being able to use internet banking in banking services, the lack of employees at the nearest BTN operational office, payment schedules that are often delayed because of internet integrity connecting between the campus and the bank is broken and service dissatisfaction has not yet reached the remote area. This study is a qualitative research by doing interview, observation, and documentation in data collection. The interactive analysis model is done in a descriptive qualitative manner and the data is presented with a SWOT analysis to determine the company's situation and strategy. The conclusion is the component of customer satisfaction in the form of: responsiveness, compliance, empathy, tangible, reliability and assurance which are elements of patterns of improvement in communication services have a positive influence on customer satisfaction in using banking services. This must be started and addressed by prioritizing customer needs. Researchers found that service influences customer satisfaction, which means that the greater the influence of service, the greater the satisfaction achieved by these customers, and these efforts continue to be carried out by BTN in maintaining customer trust in the company. Another thing is the need to optimize the strength they have to respond to opportunities that arise from external companies.</em></p><p> </p>

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.

Aims: Occupational stress, organizational stress, common occurrences among various professions worldwide, is regarded as a major psychological problem for banking employees. The aims of the study were to identify the relationship between occupational stress and job satisfaction among employees in banking sector of Sri Lanka, to identify the relationship between organizational stress and job satisfaction among employees in banking sector of Sri Lanka and to ensure whether there any differences of the occupational stress, organizational stress and job satisfaction with respect to private and public banks, gender and working experience.
 Methodology: A non-experimental correlational design was used in the study. A total of 200 banking employees from 6 banks completed the banking employees Stress Index, the Job Satisfaction Survey.
 Results: Study findings demonstrated that there were significant positive relationships between organizational stress and job satisfaction and between occupational stress and job satisfaction there was no any significant relationship. There were significant differences in levels of job satisfaction, between male and female banking employees. Male banking employees reported higher levels of job satisfaction. Working experience wise and sector wise, there was not any significant level of differences among organizational stress and occupational stress.
 Conclusion: Future research is needed to examine best practices for human resource managers to improve banking employee motivation and job satisfaction of banking employees.