Banking Customer Satisfaction Research Articles

THE IMPACT OF DIGITAL BANKING ON CUSTOMER SATISFACTION AND LOYALTY IN COMMERCIAL BANKS: A SYSTEMATIC LITERATURE REVIEW

This literature review paper aimed to examine the influence of digital banking on customer satisfaction and loyalty in commercial banks through a systematic literature review. The researcher conducted a comprehensive search of electronic databases and applied inclusion and exclusion criteria to select the most suitable articles. The eligibility criteria included studies published between 2006 and 2022, focused on digital banking, service quality, customer satisfaction, and customer loyalty, and used qualitative, quantitative, and mixed-methods research conducted in any country worldwide. Data analysis involved examining statistical findings from individual studies using Microsoft Excel, and the study analyzed 146 papers published in the field. The results showed an increase in the number of papers published each year, with a focus on topics such as customer satisfaction, customer loyalty, and customer unswerving behavior. The majority of authors used descriptive research designs, while empirical studies were used the least. Male authors had the most articles published, while female authors had the least. Pakistan and Nigeria published the highest number of articles. The findings give insights for commercial banks to enhance their digital banking services to enhance customer satisfaction and loyalty.

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

The Effect of E-Banking Adoption on Customer Satisfaction and Loyalty in Commercial Banks in Rwanda: A Case of Bank of Kigali

Do product offering and service quality affect customer satisfaction in Islamic and conventional banks? Evidence from an oil-based economy

Purpose This paper aims to investigate the effect of product offering and other service quality (SQ) dimensions on the satisfaction of the customers of both Islamic and conventional banks, using evidence from an oil-based economy that is based on a prolonged SERVQUAL model with 11 dimensions and other statistical analysis methods. Design/methodology/approach The data were collected from 461 Islamic and conventional bank customers in Qatar via a survey and several tests were used to test certain hypotheses. Component analysis, factor analysis and gap and ascendency analysis were used in this study. Afterward, a correlation analysis and regression model were used to examine the hypotheses and validate the instruments used. Findings The results show that regardless of the type of bank, customers always have greater expectations of the services than they had perceived. A customer’s expectation of the product on offer is the only dimension that is significantly different in relation to the two types of banks. However, reliability, competence, responsiveness, credibility and empathy dimensions are significantly different of the two types of banks in customers’ perception of quality. In addition, the results suggest that both types of banks need to concentrate their efforts on the product offering, competence and courtesy dimensions. Research limitations/implications The size of our sample of Islamic and conventional banks is unequally balanced. Future studies might therefore choose an equally balanced sample. Practical implications Bank managers in both types of banks need to continue improving the quality of their service including product offering and to adopt advanced methods to enhance customer satisfaction (CS) and reduce the gaps in quality in the dimensions used. Furthermore, managers in both types of banks need to put more emphasis on product offering, competence, courtesy and communication if they wish to improve SQ. Moreover, Islamic banks must guarantee that they possess competent, highly trained personnel who are familiar with Islamic finance products, so as to enhance the quality of service and attract customers. Originality/value To the best of the author’s knowledge, this is the first study to investigate the effect of product offering and other dimensions of SQ on CS in both Islamic and conventional banks by using 11 dimensions of SQ. In addition, it provides evidence of gaps in SQ, at the dimensions level, for both types of banks in an oil-based economy. The results of this study are valuable in helping decision-makers and bank managers who wish to raise the level of SQ and improve CS and in validating the results from other countries with a dual financial system.

Impact of Omni Channel Experience On Customer Satisfaction In Banks of Chennai

With over 58% of the world's population owning a smart phone and with their screen time averaging around 3 hours and 15 minutes per user, it is evident that today's customers want to be constantly connected to their service providers and avail their service at all possible times. The ability to receive early notification of the launch of contextual services and efficient connectivity are the top priorities of a new generation of banking customers. This enables the customers to get more individualized services that they deserve and also makes them aware of any relevant bank offers. These prospects are made possible with Omnichannel retail banking, which encourages customers to have an Omnichannel experience and connectivity.

The Impact of Quality of Banking Services on the Customer Satisfaction in Small and Medium Banks

The study aims to test the nature of the association between the quality of banking services and its role in achieving customer satisfaction. This study tested the quality of banking services in south Asian countries and identified the various relative importance’s representing the quality of banking services. The study included a purposive sample of commercial banks from 139 individual banks, and the study used statistical software STATA to analyse the results. The results presented that there is a positive and important association among the quality of banking services and customer satisfaction. As a result of these challenges, it has become necessary for banking organizations to take into account the philosophy of customer satisfaction, which provides them with a competitive advantage that contributes to achieving high level of profitability.

Agile methodologies in digital banking: Theoretical underpinnings and implications for customer satisfaction

This paper delves into the theoretical underpinnings of agile methodologies and investigates their potential to enhance customer satisfaction in digital banking. Theoretical foundations of agile methodologies draw on several key theoretical frameworks complexity theory, complex systems, like digital banking ecosystems, exhibit emergent properties. Traditional linear approaches struggle to predict these. Agile embraces iterative development cycles and adaptability to changing requirements, acknowledging this complexity lean thinking, derived from manufacturing, lean thinking prioritizes eliminating waste and maximizing customer value. Agile translates this by focusing on short development sprints, prioritizing features with the highest customer impact, and minimizing unnecessary functionalities customer co-creation, traditional models often distance customers from the development process. Agile emphasizes customer co-creation, actively involving them in design and testing. This fosters a deeper understanding of customer needs and leads to more relevant and satisfying digital banking experiences. Agile practices in digital banking. Agile methodologies encompass diverse practices. This visual management system focuses on workflow optimization. Promoting a continuous flow of work from development to deployment user stories and acceptance criteria, User Acceptance criteria define the specific conditions a feature must meet for user approval. These practices ensure features align with customer needs and expectations. Agile methodologies hold significant promise for enhancing customer satisfaction in digit banking. Agile development allows banks to deliver new features and functionalities faster, keeping pace with evolving customer demands. Customers benefit from quicker access to innovative solutions that address their financial needs. This results in digital banking experiences that are intuitive, efficient, and cater to specific user needs. Increased Innovation, The iterative nature of agile fosters continuous learning and experimentation. Banks can test new features, gather customer feedback, and rapidly iterate upon them, leading to a more innovative and dynamic digital banking experience. Improved transparency and trust, agile practices promote open communication and collaboration between development teams and customers. Customers are kept informed of updates and have a voice in shaping the development process, fostering trust and a sense of ownership.

Analisis Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Bank BSI KCP Imam Bonjol Meulaboh

The development of information and communication technology requires the banking industry to compete tightly in product innovation and electronic banking services. BSI Mobile banking has experienced complaints from people throughout Indonesia. Then, to overcome this problem, BSI informed that system maintenance was being carried out on the e-Channel service and it would return to normal. This research was studied to determine customer satisfaction so that the bank can improve the quality of BSI KCP Imam Bonjol Meulaboh Mobile Banking services, using concepts or ideas (Cronin & Taylor, (1994) to measure customer perceptions of service quality, five dimensions were used, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (insurance) and empathy (empathy). This research method, namely a quantitative research method. The results of this research explain that There are two variables that have a significant effect on customer satisfaction, and there are three variables that have no effect on mobile banking customer satisfaction at BSI KCP Imam Bonjol Meulaboqmaqlevel of satisfaction of mobile banking customers at BSI KCP Imam Bonjol Meulaboh are reliability, assurance and emphty.

Customers emotional intelligence and satisfaction: The mediation of bankers emotional labour

Purpose: There is high competition in the Nigerian banking system, with banks challenged by engaging in best practices that will lead to customer satisfaction. This study examines the effect of customers’ emotional intelligence on their satisfaction with selected banks in Nigeria operating in Jos, Plateau. It also assesses customers’ perceptions of banker emotional labor as a mediating factor. Research Methodology: Sample for the study was 341 drawn from customers of Access, UBA, and GT Bank within Jos Metropolis who completed a survey on emotional intelligence, perceived emotional labor, and customer satisfaction. Results: The study found a significant relationship between perceived emotional labor and customer satisfaction and between emotional intelligence and perceived emotional labor. The relationship between emotional intelligence and customer satisfaction is not significant. However, emotional labor was found to be a full mediator in the relationship between emotional intelligence and customer satisfaction. Limitations: There is a limitation in sample size in the study. The actual number of customers from the three banks could not be ascertained. Contribution: The study concluded that bank customer satisfaction is a product of high emotional intelligence when these customers also have a high perception of emotional labor. It is recommended that banks provide brief emotional intelligence training tips for their customers. Novelty: The study has shown that as much as employee emotional intelligence is important to customer satisfaction, customers’ EI is as important. Keywords: Customers, satisfaction, emotional intelligence, emotional labour

The Influence Of Personal Grooming And Interpersonal Communication Capability Of Frontliner Employees On Customer Satisfaction Of Bank Syariah Indonesia (Bsi) Kcp Batulicin Jhonlin

This research aims to determine the satisfaction of Indonesian sharia bank customers on the influence of personal grooming and interpersonal communication of frontline employees. This research is motivated by the requirements for recruiting new employees or opening job vacancies which always contain the requirements of having an attractive appearance and being able to communicate well.This research is field research using a quantitative research approach using descriptive methods in explaining casual relationships and influences between variables through hypothesis testing. To obtain data using a questionnaire filled out by customersThe results of this research show that the variables Personal Grooming and Interpersonal Communication have a significant effect on Customer Satisfaction with a Rsquere value of 0.797 or 79.7%. In the t test for the Personal Grooming variable, the value of tcount was 2.655 > ttable 1.986 with a significance value of 0.00 < 0.05, so that the Personal Grooming variable (X1) was partially declared to have an influence on customer satisfaction. In the t test for the Interpersonal Communication variable, the t value was 12.003 > ttable1,986 with a significance value of 0.00 < 0.05, so that the Interpersonal Communication variable (X2) is partially stated to have an influence on customer satisfaction. In the F test, the Fcount value was 182,713 > Ftable 2,700 with a significance value of 0.00 < 0.05, so it can be concluded that the variables of personal grooming and interpersonal communication together (simultaneously) are stated to have an influence on customer satisfaction.

A Study on Service Quality and Customer Satisfaction of Private Sector Banks with Reference to Kodakara Panchayat

Nowadays, many customers are more demanding on service quality in service industry such as banks, hotels, tourism etc. The purpose of service quality is to delivery of excellent or superior service relative to customer expectation which is recognized as a multi-dimensional construct. The service quality in banking sector includes employee behavior, speed in service processing, staff support, infrastructure and technical facilities offered by bank. The customers experience will be assessed by identifying their satisfaction or dissatisfaction level by using required statistical tools. The point is that clients are loyal to those products which have a greater value as compared to those of competitors. Thus, banks can earn higher profit if they are one step ahead of their competitors in terms of services provided by them. For this reason, every banking institution should focus on service quality so as to satisfy customer and retain customer loyalty. Service quality and customer satisfaction are important constructs in service industries and in banking. So, the purpose of this research was to investigate the satisfaction of private banking customers in Kodakara Panchayat

The Impact of Perception (Advantage, Ease of Use, Benefit) On Digital Banking Customer Satisfaction Mediated by Customer Experience

The Impact of Perception (Advantage, Ease of Use, Benefit) On Digital Banking Customer Satisfaction Mediated by Customer Experience

The Impact of Trust and Quality of Electronic Services on Digital Bank Customer Satisfaction with the Bank Image as a Mediator

The COVID-19 pandemic and the development of information technology use in recent years have caused changes in people's behavior patterns and preferences in using digital services. This indirectly encourages the emergence of an accelerating trend of digital transformation in the bank sector in 2022, where banks massively optimize the use of digital technology in both customer products and services. This research is motivated by the development of digital banks which have become a phenomenon in the financial industry in recent years, with the needs of customers who want the speed and flexibility of bank services that are available anywhere and anytime. Customer satisfaction not only supports the survival of the bank, but also the development of the bank. Customer satisfaction in the bank is influenced by many factors such as trust because the bank operates based on the principle of customer trust, the quality of service that must be provided continuously and without interruption, and the image or image of the bank itself. Based on the above phenomenon, this study aims to analyze the role of the bank's image as a mediator of the impact of trust and quality of electronic services on digital bank customer satisfaction. The population of this study is digital bank customers located in DKI Jakarta, with a sample of 190 people. The data analysis method using the Structural Equation Model (SEM) is processed with SmartPLS version 3.29. In this study, it is known that trust does not affect customer satisfaction, the factors that make customers satisfied are the quality of service and the image of the bank.

E-Service and Features on Banking Customer Satisfaction in the Tangerang City Area

This research aims to determine the effect of E-Service and Features on customer satisfaction levels. The research used the probability sampling technique where calculations were by using the Bernoulli formula. partially the E-Service variable has a positive effect on Customer Satisfaction, with the result tcount is higher than ttable, namely 4.495 and 1.661. The feature has a positive effect on Customer Satisfaction, the result tcount is higher than ttable, namely 6.836 and 1.661. Simultaneously the variables E-Service, and Features have a positive effect on Customer Satisfaction with Fcount being higher than Ftable or 31.666 and 3.09. The value of the multiple regression equation Y = 19.979+ .035X1 +0,468X2, and the coefficient of determination is 60.1 percent.

The dynamic role of the Internet of Things (IoT) on the excel performance of Islamic banks in United Arab Emirates

The rapid advancement of technology has substantially impacted numerous sectors, including the banking industry. It is now apparent that the banking industry is affected by the innovative role that the Internet of Things (IoT) plays, which affects a multitude of operations and services. This study uses a quantitative approach and PLS-SEM to investigate the widespread impact of Internet of Things (IoT) technology on the Excel Performance of Islamic Banks in the UAE. The study integrates the Resource-Based View (RBV), Islamic Banking Theories, and Fraud Triangle Theory to create a complete framework. The research's reliability is supported by a sample of 407 replies from 504 participants. The findings strongly support the hypotheses that IoT integration improves Islamic banking performance in the UAE, such as data analytics, customer service, automation systems, fraud detection capabilities, and asset-backed finance, while aligning with Sharia Principles and improving risk-sharing mechanisms. However, the influence of IoT on escalating fraudulent activities and hence negatively impacting performance was not proven. The study emphasizes the importance of IoT in improving operational efficiency and customer satisfaction in Islamic banks in the UAE.

Impact of Quality Service Delivery on the Satisfaction of Customers Operating Islamic Banking in Kano State-Nigeria.

This study was designed to examine the influence of quality service delivery on the satisfaction of customers operating Islamic banking in Kano State. The research uses primary data collected via the use of the structured questionnaire. The data were presented and analyzed using descriptive statistics and logistic regression model. The major findings of the study revealthat the customers operating Islamic Banking in Kano are very satisfied, especially with the ease of access to their money and account. More so the level of satisfaction of the Islamic bank customers is assured, and are motivated by Islamic principles (like interest-freeloans), awareness and other products like Takaful. However, the research recommends that the Islamic banks in Kano should increase their non-interest loan scheme, to create more awareness among people towards account opening, other products like the Takaful, Murabaha, etc and that more branches of the Islamic banks should be opened and located within the metropolis and the suburbs.

A study on customer satisfaction in few public sector banks after implication of performance linked incentive to employees

A study on customer satisfaction in few public sector banks after implication of performance linked incentive to employees

The Influence of Web Design, Ease of Use, and Security on BNI Mobile Banking Customer Satisfaction

This study aims to analyze the effect of web design, ease of use, and security on BNI mobile banking user satisfaction. The population in this study are BNI bank customers who actively use BNI mobile banking services and BNI customers who live in the Yogyakarta area, using purposive sampling. This study uses 100 samples. The data collection technique used was a survey method with the research instrument used being a questionnaire with a Likert scale. The results of this research analysis show that: (1) web design has a positive and significant effect on customer satisfaction, (2) ease of use has a positive and significant effect on customer satisfaction, and (3) security has a positive and significant effect on customer satisfaction.

Penerapan UTAUT untuk Mengukur Kepuasan Pelanggan Mobile Banking Perbankan Syariah

The ever-developing information technology requires that every element of society and companies must innovate and adapt. These developments are also used by banking companies and in this research Islamic banks. The purpose of this study was to determine the level of satisfaction of customers as customers of banks using the Unified Theory of Acceptance and Use of Technology (UTAUT) Model approach. Methods of data analysis using quantitative data with data analysis techniques using Path Analysis. The results of the analysis show an indirect relationship to a significant proposition, among which a significant indirect effect is Interest in using Mobile Banking (BI) affects Bank Customer Satisfaction (CS) through the Use of Mobile Banking (AU) positively and significantly. Facilitating Conditions affect Bank Customer Satisfaction (CS) through the actual use of mobile banking (AU). Social influence (SI) affects the actual use of Mobile Banking (AU) through the interest to use Mobile Banking (BI) in a positive and significant way. In addition, Social Influence (SI) also affects Bank Customer Satisfaction (CS) through the actual Mobile Banking Use (AU) variable positively and significantly

E-Banking and Customer Satisfaction in Commercial Banks: A Case of Centenary Bank Main Branch-Mapeera House, Uganda

This study aimed to investigate the correlation between electronic banking (e-banking) and customer satisfaction within Centenary Banks. Employing a cross-sectional survey design, the research involved 85 participants, from whom a sample of 70 was selected. Data collection was facilitated through a self-administered questionnaire. Rigorous data processing and analysis, utilizing relevant statistical software packages, were applied to evaluate the relationships explored in the study. The results demonstrated positive and significant associations between e-banking and customer satisfaction. Moreover, the findings indicated that the model could only account for a 24.4% variance in service quality. In summary, the study affirmed that independent variables such as e-banking, networking, and customer perceptions regarding service value were crucial predictors of service quality in Centenary Bank. Based on the conclusions drawn, the study recommends expanding the investigation to encompass factors not initially included in the model for a more comprehensive understanding of service quality at Centenary Bank. Additionally, it suggests that Centenary Bank's management place significant emphasis on e-banking and networking to enhance overall service delivery. Furthermore, the recommendation extends to conducting a longitudinal study to unveil the evolving nature of the subject. Finally, the model proposed in this study should be applied to explore sectors beyond the financial domain.

INVESTIGATING DRIVERS OF DIGITAL BANKING ADOPTION OF GEN Z IN INDONESIA

Despite the fact that digital banks are the most recent financial service that provides online banking services without direct contact with customers, they have yet to transform the whole financial sector. This study was done in a quantitative manner utilizing primary data to investigate drivers of digital banking adoption by Gen Z using the Unified Theory of Acceptance and Use of Technology 2 (UTAUT 2) approach. There was a total of 232 respondents participating in this study. The data was analyzed using Structural Equation Modeling - Partial Least Square (SEM-PLS). The results show that social influence, facilitating conditions, hedonic motivations, perceived value, and habit positively influence the Gen Z’s behavioral intention to use the digital banks; while performance expectancy and effort expectancy show the opposite influence. Further, the behavioral intention also positively influences the Gen Z’s use behavior of digital banks. To promote digital bank customer commitment and satisfaction, digital banking service providers are suggested to increase the value of benefits outweighing the costs borne by users, as well as to improve service quality in terms of user friendliness.JEL: G40, O33.