Satisfaction and loyalty of banking customers: a gender approach

The study sought to assess the impact of e-banking adoption on customer satisfaction and loyalty in commercial banks in Rwanda. The study specific objectives were: to identify the relationship between using of electronic banking and customer satisfaction in Bank of Kigali Bank; to determine whether the e-banking adoption can affect customer satisfaction or at Bank of Kigali; to identify the opportunities that can increase customer satisfaction by using electronic banking adoption at Bank of Kigali; to identifies the major challenges of electronic-banking on customer satisfaction at Bank of Kigali. The study adopted a descriptive cross-sectional study design. The study involved collection of data at a single point in time in the target population. Descriptive means that the study described phenomenon as it is without doing any form of manipulation. The study used a sample size 400 respondents from staff and customers (clients) of Bank of Kigali. Sampling techniques for this study were both simple random and purposive random. Purposive sampling was used to obtain Bank of Kigali official, simple random was used because when sampling population all were having equal probability of being selected. The source of data was primary and secondary data. To get primary data, the researcher went to the field and collected raw data from respondents, in this study, questionnaires, interviews and observations were used to collect primary data. Secondary data was collected by way of document reviews. Based on correlation analysis among the explanatory variables reliability, empathy and responsiveness are good predictors of level of customer satisfaction in electronic banking due to their higher correlation coefficient in relation to assurance and tangibility. The independent variables those are the five e-banking adoption dimensions, have a positive relationship with customer satisfaction in e-banking. Beside for the response of question in reliability, responsiveness, assurance, Reliability on customer Satisfaction in Bank of Kigali.67.8% of respondents strongly agreed that the bank performs its Electronic banking adoptions without errors, 23.3% agreed with the statement, none of respondents were undecided, 6.4% disagreed with the statement while 2.5% strongly disagreed with the statement. Also 18.9 % of respondents strongly agreed that Electronic banking adoptions are performed within the promised time; 20.6 % agreed with the statement, 23.9% were undecided, 31.1% disagreed with the statement while 5.6 % strongly disagreed with the statement. Moreover, 45.8% of respondents strongly agreed that Bank shows sincere concern in solving my problems, related to electronic banking business operations, 14.4% agreed with the statement, 23.9% were undecided, 10.6 % disagreed with the statement while 5.3% strongly agreed with it. The study findings also showed that 11.7 % of respondents strongly agreed that the bank performs electronic banking adoption exactly as promised. 75.8 % agreed with the statement none of respondents were undecided. The study recommended that Bank of Kigali E-banking Service requires integrated and collaborative approach with all stakeholders. Bank of Kigali should collect customer experience data in real-time across all channels and touch points. Key words: E-Banking Adoption, Customer Satisfaction, Loyalty, Commercial Banks, Electronic Banking.

This study explores the relationship between Switching Cost, Satisfaction and Loyalty of banking customer. SEM (Structural Equation Modeling) results analized on 241 banking customers in Ho Chi Minh City indicate that the satisfaction of the customer is the significant antecedent of both attitudianal and behavioral loyalty. Customer satisfaction explains 61% of changes in attitudinal loyalty and 41% changes in behavioral loyalty. Switching Cost is not important with attitudinal and behavioral loyalty of Vietnamese banking customers. Finally, implications for managers are discussed.

Customers of the banks are highly servicing sensitive in Bangladesh. The quality of service has become an integral part of customer satisfaction. Day by day, It has been demonstrated that customer satisfaction and loyalty are linked to service quality. There is also a link between service quality and customer satisfaction, and customer loyalty in banks. Therefore, this paper investigated the effect of service quality factors on customer satisfaction and the relationship between customer satisfaction and customer loyalty in conventional banks in Bangladesh. A survey was conducted on 13 different conventional banks in Bangladesh. Using simple random sampling, 220 customers were selected as a sample from selected conventional banks for this study. The research was carried out using a structured questionnaire. The SPSS software was used to analyze the demographic data. Multivariate analysis technique like Factor Analysis and Structural Equation Modeling (SEM) was used to identify the influential factors for the bank's customer loyalty by using SmartPLS3 software. The study found that all service quality factors such as assurance, reliability, responsiveness, and tangibility are the influential factors except empathy.

This study aims to test Information Resource Technology on bank customers, either directly or indirectly, on bank customer loyalty. The sample in the research of Bank Mandiri customers was 210, using purposive sampling technique. The analysis method used to test the hypothesis in this study was regression and single test to test the intervening variables. The results showed that Information Resource Technology has a direct effect on customer satisfaction, service quality has a direct effect on bank customer satisfaction, information technology has a direct effect on bank customer loyalty, service quality has a direct effect on bank customer loyalty, customer satisfaction has a direct effect on customer loyalty, the effect of Information resource technology has an indirect effect on Customer Loyalty through Customer Satisfaction, and Service Quality has an indirect effect on Customer Loyalty through the Bank's Customer Satisfaction. The results of further research show that customer satisfaction can mediate the effect of Information Resources Technology.

This research is conducted to find out the relationship among service quality, customer satisfaction, and customer loyalty of Cambodian Commercial banks. This study used translated version of the SERVQUAL instrument questionnaire. The questionnaire included 22 items of service expectations, 22 items of service performance perceptions, two different single items of overall service quality and overall customer satisfaction, and 4 items of customer loyalty to explore the relationship among service quality, customer satisfaction and customer loyalty of Cambodian Commercial banks. Total sample sizes of 200 respondents were chosen, distributed and collected from Commercial banks’ customers in Phnom Penh Capital city. Of the 200 questionnaires distributed, 147 respondents were collected back from customers of 8 Commercial banks. After descriptive and factor analysis, multivariate regression analyses were performed to study the impact of banking service quality on both customer satisfaction and customer loyalty of Cambodian Commercial banking industry setting. Factor analysis was performed among five dimensions of the SERVQUAL instrument and resulted in three new dimensions naming Tangibles, Reliability and Human Skills dimensions. The results from findings revealed that the expectations of Cambodian Commercial banks were higher than their perceptions in terms of service quality. Their expectations were not met and that the largest gap was found in Human Skills dimension. The findings from regression suggested that banking service quality was significant influence on overall customer satisfaction and thus banking service quality will lead to customer satisfaction. In addition, the results from multiple regressions showed that the Reliability dimension had the largest influence on overall customer satisfaction. Regression analysis also posited that overall customer satisfaction was positively influent on customer loyalty. However, Banking Service Quality had the indirect and positive impact on customer loyalty and this result was proved by performing two different models of regression. First, regression was analyzed using customer loyalty as dependent variable and banking service quality as independent variable. Second, regression analysis was performed using customer loyalty as dependent variable, banking service quality as independent variable, and customer satisfaction as mediator independent variable. In this study, managerial implications were provided to Management of Cambodian Commercial banks with the tested model of service quality that measures banking service quality and its attributes which had influences on overall customer satisfaction and then led to customer loyalty. Also, limitations of the study were provided and the directions for future research were suggested for further study on this field of banking service quality, customer satisfaction and customer loyalty. Contributions of this study were provided to both academic research and managerial practitioners in this field.

Almost all banks in Tanzania have adopted electronic banking as a means of enhancing service quality which leads increasing customer satisfaction. However, Tanzania’s commercial banks have not satisfied their customers enough due to a number of problems hindering the smooth delivery of digital banking services. This study therefore examined the impact of digital banking services on customer satisfaction in the banking sector of Tanzania by taking a case study of NMB Bank in Kigoma Region. Specifically, the study aimed to assess how Internet Banking contributes to customer satisfaction, to evaluate the impact of ATM services on overall customer satisfaction, and to analyze the effect of Mobile Banking on customer satisfaction. Factors that were considered are convenience, accessibility, speed, and security. Quantitative research approach was used in which primary data were collected using a 5-point Likert scale questionnaire. 256 NMB Bank customers were involved and data were analyzed through SPSS software program. Multiple linear regression analysis was used to explain the findings on specific objectives. The findings indicated that digital banking has an impact on customer satisfaction in commercial banks in Tanzania. In particular mobile banking affected customer satisfaction to the largest extent as compared to other digital banking services as far as convenience, accessibility, speed, and security are concerned. The second was ATM and lastly was internet banking. The study recommends on the need for various stakeholders in the banking sectors to improve the technological infrastructure by putting more efforts on the digital banking services and products as this will enable them reach and satisfy a large number of customers compared to conventional banking. Other studies should be done by focusing on other regions especially big cities of Tanzania where there are many digital banking users and experts who can provide a complete picture of the impact of digital banking usage in relation to satisfaction.

In today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

Management accounting techniques that improve customers satisfaction in banks include decision making, costing, performance evaluation, time driven activity-based costing and budgeting. The study focuses on present practices of management accounting for customer satisfaction in Nepalese commercial bank. Management accounting practices (MAPs) play important role in customer satisfaction through enhancing Nepalese commercial banks’ decision-making, financial efficiency, and service quality. This study examines how MAPs and customer satisfaction are related, with a particular emphasis on decision-support systems, cost control, performance evaluation, benchmarking, TDABC and budgeting in commercial banks. The study used a survey method to conduct a quantitative investigation and a descriptive research design to examine the management accounting practices and customer satisfaction of Nepalese commercial banks. Based on judgmental sampling 300 branch managers out of 591 branch managers and 350 customers provided questionnaire for this study. Using cluster sampling, the five banks are chosen based on their largest paid-up capital. In order to fulfill the research objectives, primary data are collected using online questionnaires as well as printed questionnaires. On the basis of responses given by 285 branch managers out of which 300 usable data and 285 responses received from customers out of which 350 are usable data, data are analyzed using various statistical tools. The analysis showed that commercial banks are practicing management accounting for customer satisfaction. The result of the study indicated that there is positive association between management accounting practices and customer satisfaction in Nepalese Commercial Banks. The study concludes that Nepalese commercial banks should adopt robust management accounting practices to enhance their customer satisfaction.

Customer satisfaction is one of the key factors in modern marketing and customer’s behavior analysis. Banking industry is one of the numerous services in which the customer satisfaction has had an ever increasing importance in the corresponding research areas. The problem here is the complexity of dealing with customer satisfaction due to super abundant factors engaged in it. In this paper the applications of Fuzzy Cognitive Maps (FCM’s), as a decision making tool, in banking industry, a very vital part of a country’s economy, has been discussed. The paper focuses on the development of customers' satisfaction model in banking sector using fuzzy cognitive map. A questionnaire assessing customer’s opinions to give a clear perception of factors affecting customer satisfaction in banks was designed based on Complaint handling, Service quality, Service feature, Competiveness and Convenience, which are the five major factors considered. The questionnaire was administered to bank managers, other bank staff and the customers within selected banks (First bank, Polaris bank and Wema bank) in Ogbomosho environ, Oyo state South-West Nigeria. The opinions from the administered questionnaires were quantitatively analysed using descriptive statistic in Statistical Package of Social Sciences. The analysis on five factors considered which are: Complaint handling, Service quality, Service feature, Competiveness and Convenience and defining the relationship between the factors were then used to develop the FCM model with the use of mental modeler software. The nodes of the FCM model represent the main factors affecting customer satisfaction in banking sector and running of ‘what if’ scenario to determine how the model might react under possible change. The simulated results show that Service quality and Complain handling has a degree of effect on Customer satisfaction while other factors has no effect on customer satisfaction which could be positive and negative impact on customer satisfaction in banking sector. This implies that Service quality and Complain handling are important factors in predicting the customer satisfaction in banking sector. Keywords: Customer satisfaction, Fuzzy Cognitive Map (FCM), Model, Banks and Decision. DOI: 10.7176/JIEA/10-4-06 Publication date: September 30 th 2020

Purpose – The purpose of this paper is to propose the application of artificial neural networks (ANN) to predict overall bank customer satisfaction and to prioritize influencing factors on customer satisfaction. Design/methodology/approach – Data are collected from 436 randomly selected customers at ten different branches of an Iranian bank using a questionnaire consisting of 51 questions. An exploratory factor analysis (EFA) is done on the collected data to determine those factors that influence customer satisfaction. A multilayer perceptron ANN model is developed using the factor scores from the EFA. The ANN model is trained and validated to predict overall bank customer satisfaction. In addition, a linear regression model is developed to predict customer satisfaction. Prediction accuracy of the ANN model is compared with that of the linear regression model. The developed ANN is then used to compare sensitivity of customer satisfaction to each influencing factor. Findings – Nine different influencing factors are extracted by EFA. The factors include Fees and Loans, Prompt Service, Appearance, Technological Service, Responsiveness, Reliability and Trustworthiness, Employees’ Attitudes and Behaviors, Accessibility to Bank and Availability of Service, and Interest Rates. Training and validation results show that the ANN model has 73 percent higher accuracy compared to the linear regression model in predicting overall bank customer satisfaction. Factor prioritization results show that Fees and Loans, Appearance, and Prompt Service have the highest impact on customer satisfaction, respectively; interest rate and accessibility to bank and availability of service are the least dominant factors influencing overall bank customer satisfaction. Practical implications – This study proposes a more reliable and accurate methodology to predict customer satisfaction when compared with regression-based methods. ANN can also be utilized by bank management systems to prioritize different influencing factors that affect the satisfaction level of bank customers. Originality/value – This paper advances the knowledge on bank customer satisfaction by proposing application of artificial intelligence methods. A case study is discussed and results of the application of an ANN are compared with those of a commonly used statistical regression model.

This study is based on identifying the relationship between reliability and responsiveness of Chatbots on customer satisfaction in Sri Lankan banking sector. Adopted quantitative method, positivism philosophy, deductive approach followed with survey strategy with a sample of 382 banking sector customers who use Chatbots. First objective of the study is to identify the relationship between chatbot’s reliability and customer satisfaction in private banks which satisfied with the results indicating a significant positive relationship between reliability and customer satisfactions. Second objective of the study is to identify the relationship between chatbot’s responsiveness and customer satisfaction in private banks which also satisfied with significant positive relationship between responsiveness and customer satisfaction. This study is based on the banking sector which could be further enriched to other context to get overall implication of enhancing satisfaction with chatbots in service sector. Theoretically this study provides empirical implications based on the insights gathered regarding chatbots in Sri Lankan context. Reliability of chatbots based on the dimensions of probability of success, functionality, duration of responsibility and trustworthiness. Responsiveness is identified as another predictor on satisfaction conceptualized based on quick reaction, optimized images, consistency, and quick automatic navigation.

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

Type of the article: Research ArticleAbstractThe purpose of this study is to investigate how digital payment services affect customer satisfaction in commercial banks of Nepal. Employing a quantitative design, it evaluates crucial determinants such as perceived usefulness, security, privacy, trust, and ease of use to understand their role in shaping consumers’ satisfaction with digital payment services. A structured online questionnaire was distributed in 2025 to users of digital banking services. Out of 460 questionnaires, 386 valid responses were collected, giving a response rate of 83.91%. The dataset was analyzed using descriptive statistics to outline respondent characteristics, while Pearson correlation and multiple linear regression were employed to identify significant relationships among the study variables. To ensure the reliability and validity of the measurements, reliability tests were conducted, and the Shapiro-Wilk normality test was applied to assess data distribution. The respondent demographics show that 53.63% of participants were female, whereas 46.37% were male. The finding shows that perceived usefulness (p = 0.001), privacy (p = 0.000), trust (p = 0.000) and ease of use (p = 0.000) were found through multiple regression analysis to have statistically significant positive effects on customer satisfaction, while security had no significant effect (p = 0.713). A strong overall fit was indicated by the model’s ability to explain 56.2% of the variance in customer satisfaction (R2 = 0.562). This emphasizes the crucial role digital payment services play in boosting customer satisfaction in banking sector of Nepal.

Islamic banking and finance is one of the fastest growing sectors of the Afghan economy. Through the lens of the theory of reasoned action (TRA), we focus on customers' knowledge of Islamic banking and attitudes of Islamic bank customers towards Islamic banking products as well as the factors that determine Afghans' selection of Islamic banking versus conventional banking products in Kabul. We examine the products used by bank customers and their motivations for using Islamic products as an alternative to available conventional products. Islamic and conventional products were found to be both highly utilised by customers. Islamic product selection is influenced by religious beliefs and a greater perceived efficiency of Islamic banking services. These results are consistent with the TRA explanation of rational choice as applied to banking products operationalised through the obtainment of knowledge related to Islamic banking.

As one of the largest Muslim countries in the world, Indonesia has an important role in building a Sharia economy. The initial effort that can be made is to strengthen Sharia-based financial services. Currently, several Sharia-based banks are operating in Indonesia. However, the presence of Islamic banking has not been optimal in attracting customers to conduct financial transactions through Islamic banks. One of which is not optimal banking in applying the principle of religiosity in financial transactions. This research aimed to analyze the effect of religiosity on the trust, satisfaction, and loyalty of Islamic bank customers. The research population was all customers of Islamic banks in Pekanbaru City. An accidental sampling technique was used to get the sample of 220 respondents. Data analysis was done using path analysis with the help of the AMOS SEM program. The study's results stated that religiosity has a significant effect on customer trust and loyalty but is not significant on customer satisfaction. Customer trust has a significant effect on customer satisfaction. Customer satisfaction has no significant effect on customer loyalty. Therefore, Islamic banking must introduce and offer Sharia-based financial products to build loyal customers banks. Banks should continue to uphold Islamic teachings in every development of banking products and services to increase the trust, satisfaction, and loyalty of Islamic bank customers. In addition, banks need to retain customers who are already loyal to banks, considering that banking loyalty cannot be formed in a short timeThis research indicates that customer trust and loyalty can be formed if Islamic banks appropriately apply the principles of religious teaching in accordance with Islamic Sharia.