Customer Satisfaction In Banking Sector Research Articles

Deployment of Point of Sales and Customer Satisfaction in the Banking Sectorin Ekiti State, Nigeria

The use of point of sale (POS) in providing banking services has become rampant in Nigerian banking sector especially in Ekiti State. This study therefore determined effects of cash withdrawal, money transfer and payment for utilities using POS terminals on customer satisfaction in the Nigerian banking sector. 320 regular customers of POS operators used for the study were selected through systematic and purposive sampling techniques. Primary data collected were analysed with the aid of Logit model. Findings from the study revealed that confidentiality, speed of transaction, friendliness of POS operator, competitive charges and convenient location were the major determinants of satisfaction when customers accessed POS to make withdrawal, money transfer and payment for utilities. The study concluded that deployment of POS significantly and positively influenced customer satisfaction in the banking sector in Nigeria and recommended more deployment of POS by banks with a view to decongesting banking halls and reduce queues at ATM terminals.

E-MARKETING AND ITS EFFECT ON CUSTOMER SATISFACTION IN THE COMMERCIAL BANKS – LIBYA

The aim of this paper is to evaluate customer satisfaction in the banking sector of Libya, based on e-marketing. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The study was conducted after validity and reliability testing of a self-administered questionnaire using SPSS program. The questionnaire was distributed to a sample of 150 bank customers in Misurata, Libya. This paper makes a useful contribution as there are only a few studies dealing with the assessment of components of e-marketing in banking sector of Libya. The findings showed that there is a significant relationship between the customer satisfaction and e-marketing. Based on three different independent variables (mobile phones, internet and credit cards), regression analysis showed that all these variables positively influenced customer satisfaction in Libyan banking sector. This research has greater implication for the bank management who are looking forward to newer business strategies to achieve customer satisfaction.