Bank Customers Research Articles

Impact Of New Age Banking Attributes On Customer Satisfaction In Delhi NCR

The Internet banking or online banking services plays a vital role in the banking sector of India. This paper aims to examine the impact of E-banking services on customer satisfaction. The Data were collected using an online survey of 137 respondents from different backgrounds. The results show that 89.8 percent respondents were satisfied with the e-banking services and rest of 10.2 percent respondents are not satisfied so, we can easily said that e-banking were got more popularity according to this study. This study covers limited area due to shortage of time and sample size confined only to 137. The paper concludes that most of bank customers were satisfied and aware about the e-banking services which lead to growth and development in the banking sector of India.

The Customer's Experience as a Mediator Variable between Banking Services and the Customer's Pleasure / An Analytical Study of the Opinions of a Sample of Customers of the Private Banks in the City of Mosul

The current research aims to demonstrate the mediating role of customer's experience in enhancing the relationship between banking services provided to the customer's Pleasure in light of environmental variables. The research problem examined the influential relationship between banking services and customer's Pleasure in the presence of the mediating variable customer's experience. A number of hypotheses were formulated, including that there is a correlation with Significant statistical significance between the main and mediating research variables. The research sample was (50) permanent customers in banks in the city of Mosul. The research used the descriptive analytical method. The research reached a number of conclusions, including that customer experience has a major role in strengthening the relationship between banking services and customer pleasure, and integrated banking services would Achieve a customer's Pleasure by meeting his needs and desires.

Impact Of New Age Banking Attributes On Customer Satisfaction In Delhi Ncr

The Internet banking or online banking services plays a vital role in the banking sector of India This paper aims to examine the impact of E-banking services on customer satisfaction The Data were collected using an online survey of 137 respondents from different backgrounds The results show that 898 percent respondents were satisfied with the e-banking services and rest of 102 percent respondents are not satisfied so we can easily said that e-banking were got more popularity according to this study This study covers limited area due to shortage of time and sample size confined only to 137 The paper concludes that most of bank customers were satisfied and aware about the e-banking services which lead to growth and development in the banking sector of India

A Framework of Customer Service Training Competencies for Proactive Business Recovery in a Post-COVID Era: A Case Study

Abstract Customer service is a core competitive edge in any service industry, including the retail banking sector. However, retail bank customers, especially in Angola, often complained of standing in long queues waiting to be served and difficulty handling technology while transitioning to online banking. This qualitative single-case study used competency-based theory to develop a framework for the customer service training competencies of a selected retail bank in Angola. Purposeful sampling was employed to select eight participants, including bank employees and customers who voluntarily participated in this study. Data was collected through semi-structured interviews using WhatsApp calls and audio recordings. It was thematically analyzed using the HyperResearch software. The emerging themes included change, customer service, responsiveness, human resource process improvement, managerial competency, customer relationship management, and online banking. The findings have implications for bank employees’ training and development of the identified competencies needed to redefine the future of customer relationship management and different dimensions of managing customer satisfaction for proactive business recovery.

Pengaruh Orientasi Pelanggan, Kepuasan Pelanggan, Kualitas Pelayanan Terhadap Loyalitas Pelanggan Mobile Banking Wilayah Jabodetabek

The rapid growth of the banking sector in Indonesia encourages intense competition between financial institutions. In this effort, banks must provide the best service (service excellent) to win the increasingly fierce competition. Therefore, improving service quality is crucial for banks to continue to compete and survive in this competitive banking industry. Providing superior banking services is the main key to ensuring the success of the mobile banking platform and meeting customer needs properly. This study aims to explore the effect of customer orientation, service quality, and customer satisfaction, on customer loyalty for mobile banking customers in JABODETABEK. This research is a quantitative study that uses a purposive sampling method and involves 188 female mobile banking users in JABODETABEK Indonesia. The results showed that the biggest influence, namely customer orientation, had a significant effect on customer satisfaction. Customer orientation affects service quality. Service quality has a positive effect on customer loyalty. Customer satisfaction has a positive effect on customer loyalty. Service quality does not affect customer satisfaction. The next result is that service quality does not mediate customer orientation and customer satisfaction. Customer satisfaction does not mediate service quality and customer loyalty. Future research is expected to use more specific respondents with different measurement techniques. Banks need to ensure that the mobile banking services provided achieve high-quality standards, including speed, reliability, security, and ease of use.

Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana

Nowadays all the banks are using E-CRM practices to streamline the various banking processes and to adopt Customer-centric approach. In this paper, we aim to provide a comprehensive analysis of the awareness, perception, and influencing factors of Electronic Customer Relationship Management (E-CRM) practices among bank customers in Haryana using a primary survey. The research captures various aspects of E-CRM from the customers' perspective. It assesses the level of awareness about E-CRM practices, examining customers' understanding of the digital tools and techniques employed by banks to manage relationships. The study also explores customers' perceptions of different dimensions of E-CRM, such as effectiveness, efficiency, and convenience. Additionally, it identifies the key factors influencing the adoption and success of E-CRM in the banking sector. By analyzing these elements, the research provides valuable insights into the perception and implementation of E-CRM practices in Haryana.

The Antecedents of the Rural Bank Patronage in Indonesia

Objectives: The objective of the studies is to test the causal models of rural banking patronage behavior are still under research and this study is also aimed at filling the empirical gap. This study operationalizes constructs that better reflect the characteristics and uniqueness of rural banking business processes.Methodology: Data collection was carried out directly by distributing questionnaires to consumers or customers of BPR BKK banks in Banyumas Regency, Purbalingga Regency, and Banjarnegara Regency. The number of samples in this study was determined by the purposive sampling method of as many as 373 people. The analysis tool used is Structural Equation Modeling (SEM) and processed using AMOS software.Finding: The findings of this study stated, among others, the following: (1) Relational benefits have a positive effect on business friendship (2) Relational benefits have a positive effect on brand intimacy (3) Business friendship mediates the effect of relational benefits on brand intimacy (4) Business friendship has a positive effect on brand intimacy (5) Brand intimacy has a positive effect on patronage intention.Conclusion: Customer loyalty to the bank greatly determines the sustainability of the bank's business, especially rural banks which generally have fewer resources than national banks. This study confirms the importance of bank management paying attention to five antecedent variables, namely relational benefits (symbiotic benefits, special treatment benefits, and confidence benefits), business friendships, and brand intimacy.

Antecedents of Customer Loyalty in Private Commercial Banks of Bangladesh

Bangladesh’s economy being a small one is home to a huge number of private commercial banks offering homogenous products giving rise to fierce competition within the industry. Gaining substantial customer loyalty can help bank companies survive the competition in the industry. This study tried to review the impact of service quality and perceived value as the antecedents of customer loyalty for private commercial banking customers in Bangladesh. The study reveals that service quality and perceived value positively influence customer loyalty and that the positive impacts are significant as found in prior studies. Additionally, this study suggested that private commercial banks in Bangladesh ought to continually gratify customers by ensuring the quality of service and enhancing perceived value, thereby gaining customer loyalty. As the implication, this study highlighted to the scholars and professionals in the banking industry may resort to the findings of the study for having a better understanding of how the different relevant factors give rise to customer satisfaction, which in turn creates customer loyalty, and how they influence each other as well. The outcomes of the study will assist the practitioners in which innovative and distinctive marketing strategies are to be devised to enhance customer loyalty.

Perceived Financial Transparency and Loyalty in the Islamic Banking Sector of Pakistan: Exploring the Role of Trust and Age

The banking sector is the backbone of the global economic system. Islamic banking has emerged as crucial for the economic sector of all developing as well as developed countries. Investment in Islamic avenues is based on the trust and perception of local consumers. This study examines the relationship between the Perceived Financial Transparency of Islamic Banks (PFT) and Loyalty with Islamic Banks (LB). Furthermore, the study examines the mediating role of perceived trust and the moderating role of age. Moreover, the moderated mediation role of age is examined between PFT and perceived value. Data was collected from the 424 consumers of Islamic banks working in Pakistan and was analyzed through PLS-SEM. Results of the study reported a significant and positive relationship between PFT and perceived trust. Similarly, results reported that perceived trust leads to loyalty. Moreover, in terms of mediation analysis results reported that perceived trust significantly mediates between PFT and brand loyalty. Additionally, the moderation results reported that age significantly moderates between PFT and perceived trust. This study will benefit the banks and policymakers to devise policies according to the changing demands of the customers. Moreover, it will encourage conventional bank customers to invest in Islamic banks and other Islamic investment avenues.

NURTURING CUSTOMERS LOYALTY ON ISLAMIC BANK: THE ROLE OF SATISFACTION AND TRUST AS MEDIATION

Introduction: Customer loyalty is a fundamental point in relational marketing that must be maintained and maintained by service providers. The urgency of nurturing loyalty of customers is the goal of this research, namely by developing a framework of customer loyalty in shariah banks using the antecedents to be tested. Method: A total of 250 Indonesian Islamic bank customers in Central Java were used as respondents taken using a convenience sampling technique. The collected data were tested, and the data were analysed using SEM with the AMOS statistical software. Result: The finding of the study shows from the nine hypotheses, there are six hypotheses accepted and three hypotheses rejected. High intrinsic religiosity of customers will increase customer satisfaction, trust and loyalty. Meanwhile, extrinsic religiosity is only able to make customers believe in Islamic banks, but is unable to influence satisfaction and loyalty. Other findings show that customer loyalty is based on their trust in Islamic bank services but is not directly influenced by satisfaction. Conclusion and Suggestion: Meanwhile, customer trust in Islamic banks is formed because of their satisfaction with the service. Although satisfaction is not significant on loyalty, its impact can affect trust, and trust is the key to increasing loyalty. This study's findings offer a new perspective on Islamic bank marketing strategies. By promoting proper service, product development, and operational excellence, these strategies can help build customer trust.

Impact of Customers’ Demographics on their Attitudes and Intentions to Adopt FinTech for Banking Services: TAM-Based Explanation

FinTech is being used more and more to improve customer service. The use of online and mobile banking platforms has increased in response to increased demand for financial digital services. However, in the banking industry, customers' fear of using FinTech varies across demographics, like Age Gender, Education, and Income. This study focused on the Technology Acceptance Model (TAM) to explain the effects of customers’ demographics and the mediating effect of trust, risk, perceived ease of use, and perceived usefulness of FinTech and customers’ attitudes on the banks’ customers’ intention to adopt FinTech. For collecting data, a structured questionnaire was shared among the 1000 bank customers through a Google form link. A total of 550 responses were received, after discarding incomplete or wrongly filled questionnaires, and the final sample of 455 responses was analyzed in smart PLS. technique. The structured equation model (SEM) analysis reveals that customers' intent to utilize FinTech is significantly influenced by their attitude toward adopting new technology in the banking industry. The results also establish a significant impact of age, income, education, perceived ease of use, trust, and risk on the customers’ attitude toward adopting new FinTech services. Moreover, SEM analysis shows that PEOU, PU, Trust, and risk mediate the relationship between the customers’ demographics and their attitude toward using FinTech services. The findings of this study support the TAM postulates and suggest that policymakers should consider the demographic impact on the use of FinTech services and should focus on developing a more user-friendly and secure FinTech interface.

Service Innovation and Customers’ Satisfaction of Selected Micro Finance Banks in Ogun State, Nigeria

The untimely adoption of modern business practice through technological innovation has hindered service quality, customers’ satisfaction and the general growth of Micro finance banks in Nigeria. The study examined the effect of service innovation which consist of New Service Concept, New Service Process, and New Technology on customer satisfaction of selected micro finance banks in Ogun state Nigeria. The study adopted a cross- sectional survey research design with the aid of structured questionnaire which enabled the researcher to obtain firsthand information from the respondents. The population for this study is the customers of Micro Finance banks (MBF) in Ogun State in which (17) microfinance banks customers were conveniently selected for the survey. Due to the infinite nature of the population (MFBs Bank Customers) the study adopted a sample determination model by Cochran (1977) which is mainly used for an infinite population of this nature to arrive at the sample size of (384) respondents. The data collected was analysed using partial least square structural equation modeling (PLS-SEM 4.0). The findings of the study revealed that all the hypotheses (H1, H2, H3, and H4) are accepted, indicating that each of the independent variable dimensions has significant effect on the dependent variable. That’s new service concept has significant effect on customers satisfaction of MFBs. The study concluded that the three dimensions of service innovation, namely New Service Concept, New Service Process, and New Technology, had a positive and substantial influence on customer satisfaction among the selected micro finance banks in Nigeria. Therefore, the study recommended that the management of microfinance banks in Ogun state should constantly adopt service innovation dimensions to outperform competitors in order to increase their customer satisfactions.

Impactful Contributions: Sharia Banks in Advancing Agricultural and Agribusiness Development, Empowering MSMEs and Enhancing Human Resources Management

The development of Islamic economics and Sharia banking has a long history, with many believing its origins trace back to the time of the Prophet Muhammad. Sharia banks now play a role in financing the agricultural industry for micro, small, and medium enterprises in countries with the largest Muslim populations and are agriculture-based. At the same time, there are challenges in terms of improving management in the human resources aspect. For example, intention and awareness are two things that have been revealed by many previous studies in maximizing market and customer control, especially in Sharia banking. Intention and awareness were reportedly influenced by religiosity, product knowledge, and word of mouth. This research tries to review how Islamic banks operate; their role in agriculture and agribusiness; and their role in developing MSMEs. Finally, examining the relationship between intention and awareness is reported to be influenced by religiosity, product knowledge, and word of mouth in Islamic banking. Using a systematic review approach based on secondary data in the form of reputable international journals registered in international databases. There are 15 journals related to the development of Islamic economics and the role of Sharia financial financing. The role of Islamic banks in the development of agriculture and agribusiness is 36 journals. The role of Islamic banks in developing MSMEs is 46 journals. There are 64 journals covering the topic of Sharia banking human resource development. The results of the analysis found new information in terms of theoretical and practical development, that Islamic banks have proven to play a role in the development of agriculture and MSMEs, but there are still weaknesses in terms of service innovation. Then, in terms of human resources for Sharia banking services, it focuses on Total Quality Management, that Sharia banks must improve human resource capabilities in service with the main topic of analysis "the influence of religiosity, product knowledge and word of mouth in forming the intentions and awareness of sharia bank customers".

Identifying highly-valued bank customers with current accounts based on the frequency and amount of transactions

We hypothesize that highly-valued bank customers with current accounts can be identified by a high frequency of transactions in large amounts of money. To test our hypothesis, we employ machine learning predictive models to real data, including 407851 transactions of 4760 customers with current accounts in a local bank in Jordan. Thus, we exploit three clustering algorithms: density-based spatial clustering of applications with noise, spectral clustering, and ordering points to identify the clustering structure. The two segments of customers (generated from the clustering process) have different transactional characteristics. Our customer behavioral segmentation accuracy is, at best, 0.99 and at least 0.82. Likewise, we build three classification models using our segmented data: a neural network, a support vector machine, and a decision tree. Our predictive models have an accuracy of 0.97 at best and 0.90 at least. Our experimental results confirm that the frequency and amount of transactions of bank customers with current accounts are most likely sufficient indicators for recognizing those customers whom banks highly value. Our predictive models state that the two most critical indicators are the deposit and withdrawal transactions performed on ATMs. In contrast, the least significant indicators are the transactions of credit cards and credit cheques.

Legal Protection for Deposit Customers Who Are Not Recorded after BPR’s Business License Is Revoked

Third-party fund collectors by Rural Banks (BPR) using a pick-up service system bear the risk of internal bank misconduct leading to the omission of customer deposits in the BPR's records. The research method employed is normative research aimed at understanding the prudence principle in fund collection and legal protection for depositors. The research benefits society by enhancing their understanding of their rights as depositors in BPR. The discussion results indicate that customer identification principles Know Your Customer (KYC) embody the prudence principle in fund collection. The Financial Services Authority (OJK) mandates that BPR be accountable for customers harmed by internal misconduct. However, after liquidation, the Deposit Insurance Corporation (LPS) does not guarantee these affected customers. In conclusion, there is a legal vacuum in protecting depositors post-BPR liquidation. The lack of legal certainty in fund collection through pick-up service leads to compensatory relationships between customers and bank staff. Recommendations include amending LPS regulations to provide legal protection for affected bank customers and enhancing supervision in third-party fund collection.

THE STATE AND FEDERAL HIGH COURTS’ JURISDICTION OVER BANKER-CUSTOMER DISPUTE FROM THE PRISM OF DECIDED CASES: WHITHER THE MAGISTRATE COURT’S JURISDICTION

The Magistrate Court Law of most States in Nigeria, (including Oyo State) gives themjurisdiction over tortious acts of which detinue is one. Thus, where a bank customer, mistakenly makes an intra or interbank transfers to a wrong account whereof the money is withheld by the bank, and the withheld amountis within the monetary jurisdiction of the Magistrate Court, the customer, usually brings an action in detinue for the bank to release the money to him/her. This is usually donenotwithstanding that both the Supreme Court of Nigeria (SCN) and Court of Appeal (CA) have held that the State and Federal High Courts’ have concurrent jurisdiction over banker-customer disputes.This paper, adopts desk-based method in interrogating the jurisdiction of the Magistrate Court of Oyo State under the Oyo State Magistrate Court Law, 2011 vis-à-vis the jurisdiction of the State and Federal High Courts over banker-customer dispute based on decided cases to determine whether there is any conflict. It argues that the cases in which the SCN and CA have held that the State and Federal High Courts have and exercises concurrent jurisdiction over banker-customer disputes, were decided without reference to the jurisdiction of other equally competent courts including the Magistrate Court of Oyo State (and other States as well).It found that there is not jurisdictional conflict between these courts in relation to banker-customer disputes but symbiotic. The paper makes vital recommendations before concluding.

The Effect Of Service Quality On Customer Interest In Saving At Islamic Banks With Religiosity As A Moderation Variable

This study aims to explore the influence of service quality on customer interest in saving in Islamic banks, with religiosity as a moderation variable. The research method used was multiple regression analysis using primary data from 145 respondents of Islamic bank customers in Southeast Sulawesi. The results of the analysis show that the quality of service has a significant positive influence on customer interest in saving at Islamic banks. In addition, the findings also revealed that religiosity plays a role as a moderation variable that strengthens the relationship between service quality and customer interest. The implication of this study is that Islamic banks need to pay attention to and improve the quality of their services, as well as consider religious values in marketing strategies and product development. Thus, the integration between good service quality and awareness of religious aspects can be an effective strategy in increasing customer loyalty and the overall success of Islamic banks.

Pengaruh Kualitas Pelayanan Bank Syariah Terhadap Kepuasan Mahasiswa Sebagai Nasabah Bank Syariah

Islamic banks, as the name implies, are banks based on Islamic law (sharia) which do not run an interest system in their operations because this is considered a ribawi mechanism. In carrying out its operations, Islamic banks take profits by using a profit-sharing system. The operational activities of Islamic banks do not only focus on raising and channeling funds, but service quality is also an important factor in maximizing profits. The purpose of this study is to determine whether the quality of Islamic bank services has an influence on student satisfaction as Islamic bank customers. And this research consists of two variables, namely service quality and customer satisfaction. This research method uses quantitative methods with regression tests given to 40 respondents with 10 questions.

Does Behavioral Decision Theory Influence the Adoption of Mobile Banking among Customers? Experience from Tanzania

Abstract Though the benefits of mobile adoption in banking institutions are extensively recognized, there is a low pace of its adoption among customers. The establishment of behavioral factors that can motivate banking customers to adopt mobile banking has been a concern. Provided that no single framework can fit all sizes, this study builds on past research to invest in behavioral factors among customers toward MB adoption. Through a cross-sectional survey design, 325 questionnaires were distributed among university students in Tanzania to assess customer behavior that can motivate MB adoption. Using structural equation modeling (AMOS 21), the study found that when customers possess judgmental heuristic knowledge that allows them to understand how risks associated with the adoption of MB can be resolved, they are motivated to adopt the innovation. The study recommends the importance of providing knowledge to their customers through various mechanisms and the benefits associated with mobile banking adoption.

The Influence of Religious, Social Environment, and Motivation on Savings Decision

Sharia aspects have become an important topic that determines people's decisions, including in the financial sector. The aim of this research is to partially determine the influence of religiosity, social environment, and motivation on the decision to save at a sharia bank. This research uses a quantitative approach, the data collection method used is a questionnaire. The population in this study were sharia bank customers in Bone Regency. The number of samples used was 100 samples. The data that has been collected will go through the stages of validity testing, reliability testing, classical assumption testing, and hypothesis testing. Data processing was carried out with the help of SPSS analysis tools. The results of the research show that religiosity has a positive and significant effect on the decision to save in sharia banks with a t value of 7.241 t table 1.660, the social environment has no effect on the decision to save in sharia banks with a t value of -0.672 t table 1.660, and motivation has a positive effect and significant for the decision to save in Islamic banks with a t value of 5.643 t table 1.660.