Enhancing client satisfaction with banking services in Uganda

BackgroundProvider-initiated HIV testing and counselling (PITC) is based on information-giving while voluntary counselling and testing (VCT) includes individualised client-centered counseling. It is not known if the provider-client experiences, perceptions and client satisfaction with the information provided differs in the two approaches.MethodsIn 2008, we conducted structured interviews with 627 individuals in Uganda; 301 tested through PITC and 326 through voluntary counselling and testing (VCT). We compared client experiences and perceptions based on the essential elements of consent, confidentiality, counseling, and referral for follow-up care. We conducted multivariate analysis for predictors of reporting information or counselling as sufficient.ResultsIn VCT, 96.6% (282) said they were asked for consent compared to 91.3% (198) in PITC (P = 0.01). About the information provided, 92.0% (286) in VCT found it sufficient compared to 78.7% (221) in PITC (P = <0.01). In VCT 79.9% (246) thought their results were kept confidential compared to 71.7% (200) in PITC (P = 0.02). Eighty percent (64) of HIV infected VCT clients said they were referred for follow-up care versus 87.3% (48) in PITC (p = 0.2). Predictors of perceived adequacy of information in PITC included an opportunity to ask questions (adj.RR 1.76, CI 1.41, 2.18) and expecting the test results received (adj.RR 1.18, CI 1.06, 1.33). For VCT significant factors included being given an opportunity to ask questions (adj.RR 1.62, CI 1.00, 2.60) and 3+ prior times tested, (adj.RR 1.05, CI 1.00, 1.09).ConclusionsThis study demonstrates good practices in the essential elements of HIV testing for both VCT and PITC. However, further quality enhancement is required in both testing approaches in relation to referral to HIV care post-test, client confidence in relation to confidentiality, and providing an opportunity to ask questions to address client-specific information needs.

Customer satisfaction is a crucial determinant of the success of banking services, particularly in an age of advancing digital offerings amongst competitive financial marketplaces. Several empirical findings have been obtained to discover the factors that influence the level of consumer satisfaction resulting from the use of virtual banking services in a global context. Nevertheless, the collective assessment of the influence of technology-based financial services has not been examined in emerging markets, particularly in Nepal, which is a representation of the research gap. Thus, this research aims to investigate the influence of e-retailing banking services on client satisfaction. Moreover, this study employed service value, usability, virtual payment process, and trust as influencers and client gratification as target variables. This research adopted a descriptive and casual research design to test the existing hypotheses formulated for the study. The study information relies on e-retailing banking service users accumulated through structured questionnaires. The survey embraced the purposive sampling technique as part of non-probability sampling. This study utilized data from 400 respondents for the data analysis that was gathered from the banking service users from Kathmandu, Nepal, in the year 2024. Further, descriptive statistics and inferential statistics are used for the analysis of the data. The finding of the study revealed a positive influence of service value on client gratification. Similarly, the result reflected a positive and significant influence of usability, virtual payment process, and trust in safety on client gratification, manifesting that effective e-retailing banking services cultivate enjoyment of users in the banking sector services. This result demonstrates the actionable benchmarking strategies for existing banking and financial sectors to craft seamless experiences for clients embracing customized, individual, user-based, secured services.

Transformation of the banking sector has led to today's banks providing a complete service - financial service both on the domestic and international level. The focus of their business is the client whose loyalty depends on the operations of the bank. The aim is to indicate that there is a direct link between the quality of the banking product and the service that affects the client's satisfaction and loyalty, which directly affects the bank's business and its competitive advantage in the financial market. The paper gives a theoretical and practical overview of the quality of service, satisfaction and loyalty of clients, and the performance of the bank, which depends on clients. In the theoretical part, the concept of a client, its significance and specifics related to its influence on the bank's business, through its satisfaction and loyalty to the bank, is defined. The empirical part deals with the analysis of customer satisfaction and loyalty towards banking products and services in Montenegro and how much the quality of banking services has an impact on the satisfaction and loyalty of the customer. The analysis of the factual situation will be carried out, the conclusions will be presented and recommendations made for improvement of the quality of the service, which will contribute to the greater satisfaction of the clients, and therefore the loyalty to the particular bank. All of this is directly related to the possibility of achieving the competitive advantage of banks within the banking sector where a particular bank operates.

A methodology for assessing customer and employee satisfaction with digital technologies and bank services is proposed. The methodology includes indicators and evaluation criteria, questionnaires for surveying clients and bank employees. Formulas for calculating key indicators based on data obtained in survey questionnaires are provided. Approaches to verbal assessment of the level of satisfaction of clients and employees with digital technologies and bank services are considered.

The relevance of the study is determined by the need to identify the level of satisfaction of customers of banks in Albania and the perceived limitations that hinder the development of electronic services. The purpose of the work is the analysis of clients’ perception of electronic banking services, the problems of ensuring client satisfaction and the development of proposals for its improvement. The methodological approach hinges on several key components: studying statistical data concerning banking services, conducting two-way analyses to explore variable interactions, conducting surveys to gather user insights, utilizing graphical methods to visualize the results, and employing generalization techniques to summarize research outcomes. The analysis of the development of the banking system of Albania, which showed a significant expansion of electronic services for customers, a substantial increase in the share of electronic transfers in their total number during 2010-2022. A survey of bank customers showed that the availability and flexibility of e-banking services are the most important attributes of their quality; however, there is an impact of perceived limitations on the increase in the number of e-banking users and the need to improve customer service has been proven. Despite the ease and speed of transactions, lower costs and time savings, customers do not rate e-banking as a high-quality service and demonstrate insufficient knowledge about these services. There is a need to improve communication with clients and to reduce costs or provide basic electronic banking services for free. The results and conclusions have practical significance in the development of financial and credit policy by the Government of Albania in the projection of the use of electronic technologies, for bank managers in the planning and marketing of banking services.

Background: Online dispute resolution system helps banks to reduce expenses and time associated with dispute resolution while enhancing client satisfaction and loyalty However, it faces several challenges necessitating the establishment of standards to ensure consistency and security. Objectives: Many online dispute resolution (ODR) services like email, chat, and video conferencing offer global grievance solutions, yet individuals face challenges due to diverse regulations, leading to security, privacy, and connectivity issues. Thus, this study aims to understand how customers perceive online dispute resolution for resolving banking issues. Methods: The research adopts an explanatory research design and employs a convenient sampling method for data collection. It's grounded in the Unified Theory of Acceptance and Use of Technology theory. A total of 403 data points were gathered using structured questionnaires and were analyzed using both descriptive and inferential analysis. Results: This study reveals that the trust placed in ODR technology, trust in the bank's services, and the perceived ease of use (effort expectancy) are crucial determinants shaping individuals' intentions to engage with ODR. The challenges of limited technology access, lack of awareness and trust, and inadequate infrastructure pose constraints on online dispute resolution's effectiveness. Addressing these limitations involves enhancing access to technology, and infrastructure and organizing awareness programs as managerial solutions. Conclusion: Trust in ODR technology, trust in the bank's services, and perceived ease of use are key factors influencing individuals' intentions to utilize ODR. Challenges, including limited technology access, lack of awareness and trust, and inadequate infrastructure, pose significant constraints on the effectiveness of online dispute resolution. Managerial solutions should prioritize enhancing technology access, improving infrastructure, and implementing awareness programs to overcome these barriers and optimize the potential of ODR.

IntroductionA commercial bank achieves its basic goals through offering banking products and services to its clients. Consequently, bank clients have important status: they are buying the bank's products and thereby creating appropriate profits for the bank and support its competitive ability.Bank customers' satisfaction is currently at the center of attention of researchers and bankers, as it represents an important marketing variable for most companies, especially those working in more competitive markets. Banking experience proves that achieving a reasonable rate of customer satisfaction represents a challenge for the bank and it is a permanent process with varied results.A satisfied customer is of great importance for the bank. Keeping a current customer faithful requires five times less effort, time and money than getting a new one. Such a customer is willing to pay higher prices, is a free form of advertising for the bank, and is inclined to purchase further products. He or she raises in bank employees a sense of satisfaction and pride in their work and business (Koraus, 2011; Titko and Lace, 2010). In this context, Bilan (2013) states that consumers don't want to play games - if they feel that something has gone wrong, they go away and choose another supplier.Banking practice confirms that achieving a reasonable level of customer satisfaction is an extremely difficult task for a bank and is a permanent process with varied results. Customers in many countries show a significant level of dissatisfaction and many banks recognize the fact that there is a need to increase the level of customer care.Krawcheck (2012) states that the current incompatibility between customer dissatisfaction (relatively high) and customers' willingness to purchase other products (relatively low) is unsustainable. Bank management is usually rewarded on the basis of bank income. However, the financial crisis demonstrated the fact that not all profits are made in the same way. Profits resulting from the additional purchases of satisfied customers are in the medium and long term more valuable than the profits resulting from trading, cutting costs or increasing net interest income. According to Krawcheck, bank management should pay more attention to other factors than profit only: above all, to customer satisfaction. Additional purchases by satisfied customers lead to more solid profits. Retaining dissatisfied customers who do not switch banks because of some pragmatic obstacle, such as high switching costs, is really risky. At the same time this means a business opportunity for competing banks.Brush, Dangol and O'Brien (2012) share the same opinion. They declare that a bank's capability to increase revenues is contingent on the extent to which it can increase the quantity of products sold by attracting new customers and/or selling complementary products to its existing customers. Customers are more likely to purchase complementary products from the same firm when they face capability-based switching costs.Banking customer care should lead to a higher level of overall client satisfaction and also the satisfaction partial activities of commercial banks. It is generally assumed that a satisfied customer is a loyal customer and that loyalty is proved by a higher level of additional purchases in comparison to customers who are dissatisfied. More satisfied customers tend to be more loyal and to recommend the bank to other consumers.These aspects of commercial banks are examined in detail below.1. Theoretical backgroundThe achievement of a high degree of banking customer satisfaction and loyalty represents an important field for banking management.Customers of retail banks with favorable perceptions of service quality had higher satisfaction. Customer satisfaction mediates the impact of service quality on loyalty (Karapete, 2011). This study investigated customer satisfaction as a mediator of the effects on loyalty of service environment, interaction quality, empathy, and reliability. …

In this modern and competitive period, the banking sector has found it necessary to provide financial services to know and meet the client’s needs and expectations to remain competitive in the present market conditions. Without satisfying the clients, the banking sector cannot obtain sustainable growth. Delivering superior quality banking services to the bank clients is often ensured and advised to satisfy bank clients and guarantee ongoing development. Guaranteeing better and quality financial services has become a key strategic tool for the banking sector. This study evaluates and investigates the effect of several dimensions of service quality of banking service on a client’s satisfaction in Dinajpur City, Bangladesh. This study was quantitative in nature and distributed a structured, self-administered questionnaire, which is based on a convenience method, to 203 clients of various public and private banks in Dinajpur City, Bangladesh. The research questionnaire was enhanced in accordance with previous research. The data analysis was conducted using SPSS-25, and a five-point Likert scale was employed in this investigation. The hypothesis was proposed and developed, and the internal consistency of all items was accurate. For testing, a 5% level of significance is used for acceptance of the hypothesis. This study evaluates and shows that all service quality dimensions, such as tangibility, reliability, responsiveness, assurance, empathy, convenience, and compliance, have a positive impact and influence on bank client satisfaction and achieving sustainable banking growth. Because client value is considered an asset to organizations and organizations must ensure that they provide better financial services. This research has policy implications for the management authorities of the banking industry in order to achieve sustainable growth.

This research aims at measuring the effect of the quality of providing banking services in achieving client satisfaction by building a positive mental image in banks that are in Yemen- Sana’a. To achieve the aims of the study; the researchers used the questionnaire as a main data collection instrument, and then process it using SPSS, the researchers used the descriptive analytical approach to answer the questions of the study and test the hypotheses, the findings of the statistical analysis showed a positive role between the quality of the provision of banking services in its dimensions and mental image, client Satisfaction Where the higher the quality of banking services, the greater the mental image the satisfaction, Based on the findings, the study recommended banks that are working in Yemen to sync technology to go simultaneously with the banking market so as to enhance and improve the quality level of services required clients through developing plans and strategies for the banking market, clarifying caring it and following- up its application.

Purpose: The aim of the present study was to investigate the elements that influence Bangladeshi banking customers’ satisfaction. Quality of Service (QoS) refers to how well it meets the needs of its present and potential customers. As a result, estimating service quality is extremely important for banking organizations. Methodology: A survey research method has been used involving 255 mobile banking holders in the northern area of Bangladesh. A self-administrated survey has been given to the customers of Dutch Bangla Bank Limited (DBBL) and BRAC Bank Limited two full-fledged, early M banking service providers in Bangladesh. Findings: According to the test results, client satisfaction is positively correlated with the four SERVQUAL criteria of reliability, assurance, empathy, and responsiveness (apart from tangible). Practical Implication: The investigation results can be interpreted theoretically and practically. Research Limitations: The number of respondents who participated in the study could have been higher.

Queue systems play pivotal roles in banking services, affecting both operational effectiveness and client satisfaction. The issue of long waiting times and unequal distribution of services across all regions of Indonesia remains a significant issue. Using the PRISMA methodology to perform a systematic literature review (SLR), this research investigates the last 5 years of 25 digital queue management academic works. The selection process to narrow this down began with the Sinta and Garuda databases, although more from Scopus were used to validate the research. The research indicates that identified technologies, such as online queue systems, self-service kiosks, and reservation systems, can improve customer satisfaction and experience by greatly decreasing waiting times. However, the majority of the observations are based on theoretical models or narrow case studies, leading to doubts regarding the generalizability of their findings. The effectiveness of the solutions proposed is highly dependent on the region's infrastructure as well as the users' capacity to utilize the available technology. The integration of queue theory and process simulation provides a foundational approach to the design of systems with improved efficiency. However, there are still significant obstacles to overcome: deficient digital infrastructure, low levels of technological literacy, and poorly integrated systems. Sufficient, systematic responses are required to these issues, as well as more localized systematic studies, to improve queue management systems in the context of the Indonesian banking sector.

The banking industry is increasingly shifting toward the advanced use of information technology (IT) to enhance customer service. It is important for the audience to be able to get satisfaction when using banking services. In this case, there are several factors that will impact user satisfaction when using the application. The study's objectives are to examine how system quality affects client satisfaction with the ITSM application at bank XYZ; how user satisfaction with the ITSM application for clients at bank XYZ is impacted by the quality of the information; how client satisfaction with the ITSM application at bank XYZ is impacted by service quality; and how client ITSM application at bank XYZ is impacted by a green IT attitude toward satisfaction. The research employs a quantitative approach, utilizing SEM PLS analysis. The result shows that the system quality has a positive and substantial impact on user satisfaction with a p-value of of 0.021 &lt; 0.05; the information quality has a positive and significant impact on user satisfaction with a p-value of 0.000 &lt; 0.05; the service quality has a negative and significant impact on user satisfaction with a p-value of 0.044 &lt; 0.05; and green attitude has a positive impact on user satisfaction with a p-value of 0.000 &lt; 0.05. The research results indicate that system quality, information quality, and green attitude positively influence user satisfaction, whereas service quality negatively influences it.

The banking industry is increasingly shifting toward the advanced use of information technology (IT) to enhance customer service. It is important for the audience to be able to get satisfaction when using banking services. In this case, there are several factors that will impact user satisfaction when using the application. The study's objectives are to examine how system quality affects client satisfaction with the ITSM application at bank XYZ; how user satisfaction with the ITSM application for clients at bank XYZ is impacted by the quality of the information; how client satisfaction with the ITSM application at bank XYZ is impacted by service quality; and how client ITSM application at bank XYZ is impacted by a green IT attitude toward satisfaction. The research employs a quantitative approach, utilizing SEM PLS analysis. The result shows that the system quality has a positive and substantial impact on user satisfaction with a p-value of of 0.021 &lt; 0.05; the information quality has a positive and significant impact on user satisfaction with a p-value of 0.000 &lt; 0.05; the service quality has a negative and significant impact on user satisfaction with a p-value of 0.044 &lt; 0.05; and green attitude has a positive impact on user satisfaction with a p-value of 0.000 &lt; 0.05. The research results indicate that system quality, information quality, and green attitude positively influence user satisfaction, whereas service quality negatively influences it.

Financial technology (FinTech) is an automated delivery of financial services to better manage financial intermediaries' operations and services. In this study, financial technology refers to the application that offers various financial services toits clientele, such as payment systems, advisory services, financing services, and service compliance in the commercial banking industries. The study aims to ascertain the client's satisfaction with the financial benefits of Philippine commercial banks through the adaptation of financial technology, generally without the assistance of a person. The study's sample consists of six hundred twenty-four (624) FinTech application users and employed convenience sampling techniques. The study reveals a positive and statistically significant correlation between clients' satisfaction and received services thru financial technology applications in the Philippine commercial banking industry at a 99.9% confidence level. The study discloses that any positive change and increase in the use of financial technology affect clients' satisfaction. Moreover, the financial technology application provides an effective investor protection program, bank lending experiences, informative economic development, and facilitates high-value transactions..

In our present times the quality of service is beyond any doubt the most significant category in the banking sector. Focus on consumers, i.e. clients over the last few years is experiencing an expansion in the services oriented activities especially in banks. The needs of users of financial services have also experienced a dynamic change and it is necessary for the banks to develop their long-term business relationship with their clients, in order to satisfy their needs and render their own business profitable. In addition, a robust competition prevails on the banking market, and very often quality of service appears to be the competitive advantage of a bank. One of the ways to measure quality of service is also its mystery shopping. Mystery shopping is measuring the conduct of staff employed in an organisation. Bank employees are being judged during their service offering interaction. Staff employed is also the first link in the chain of communication between the client and the bank. The paper is based on the presentation of the manner in which the mystery shopping is conducted in banks, and also on the presentation of results of the mystery shopping in the major banks operating in Novi Sad. The objective of this research work is to present the significance that the mystery shopping has in banks, and the problem thus resolved is the quality of services offered in banks. Methodology applied was interviewing of the staff employed, and the research and analysis of the internal materials received from banks. We are pointing out, based on the result obtained from the research, at the ways in which mystery shopping is affecting satisfaction of clients, and the ways in which through mystery shopping the high quality of service can be achieved, the one that is beyond expectations in the banking sector. Emphasis is also made at the importance that the human factor has, i.e. staff employed as an important category in measuring quality of service offered in the banking sector. Research disclosed also the steps that should be applied in order to render mystery shopping more effective. Further research that could be conducted from the above mentioned are the financial indicators of the quality of service before the application of the mystery shopping tool and after its implementation.