Customer Satisfaction In Commercial Banks Research Articles

Impact of customer satisfaction on commercial banks in Nepal: Insights from a survey-based study

This study investigates how various service quality dimensions affect customer satisfaction in commercial banks across Nepal. The objective of this study is to examine the impact of key service quality dimensions (responsiveness, empathy, assurance, communication, and overall service quality) on customer satisfaction in commercial banks in Nepal. A survey-based quantitative approach was employed, collecting data from 399 customers in Nepal. The study utilizes multiple linear regression analysis and hypothesis testing to determine the relationship between these factors and customer satisfaction. The results indicate that communication, assurance, and service quality positively influence customer satisfaction, with a moderate mean score of 2.317949 out of 5 and moderate variability (SD = 0.479612). These three factors are key contributors, accounting for 41.5% of the variation in satisfaction, whereas empathy and responsiveness have weaker or insignificant impacts. The study concludes that enhancing communication and service quality is crucial for improving customer satisfaction, which is essential for sustainable growth in Nepal’s financial sector.

Service Quality Variables and Customer Satisfaction at A Nepalese Commercial Bank

Customer satisfaction is a critical component of banking strategy, which reflects customer sentiment towards an organization's offerings, emphasizing emotional attachment over mere satisfaction. This research investigates customer satisfaction in commercial banks of Kathmandu Valley in Nepal. The study conducted a descriptive cross-sectional study using a quantitative research design, explicitly targeting 380 general customers of commercial banks in Kathmandu Valley through convenience sampling. Participants received a semi-structured questionnaire via email in Google Forms, encompassing inquiries on demographics, banking habits, and customer satisfaction. Data analysis was performed using SPSS version 20, and a p-value below 0.05 was considered statistically significant. The investigation found that the study population appears to be young, as 46.6% of the participants are in the 18–30 age range and predominantly male (56.6%). Most respondents (88.4%) hold accounts with private banks. Among those experiencing ATM service-related problems, 45.5% encountered them most frequently. Despite this, overall customer satisfaction remains high. Customers are notably content with the bank's reliability, including timely service and accurate record-keeping. Conversely, dissatisfaction mainly stems from communication issues, particularly regarding timely interest rates and service updates. Customer satisfaction is significantly influenced by service quality factors such as reliability, responsiveness, empathy, assurance, and communication. These findings highlight the necessity of addressing service challenges to enhance customer satisfaction and service quality within Nepal's banking sector.

Analyzing of Bank Performance and Customer Satisfaction in Commercial Bank: A Case Study on Nepal Bank Ltd. in Damauli Branch

This study undertakes a comprehensive analysis of bank performance with a primary focus on measuring customer satisfaction. This endeavor is of significant value not only to service-oriented enterprises at large but also holds particular relevance to the banking sector. A central tenet of this research is to underscore the importance of aligning customer-centric strategies with the diverse needs of customers. At its core, this study seeks to illuminate the profound impact of the service quality rendered by Nepal Bank on customer satisfaction, thereby establishing a clear linkage between the two. The research employs purposive and convenience sampling techniques within a non-probability sampling framework. Both descriptive and analytical research designs are employed to elucidate the research objectives. Data collection is accomplished through the survey method, where a meticulously designed questionnaire is disseminated among bank customers. The questionnaire encapsulates customer service parameters and financial performance considerations, along with key determinants influencing these facets. The study employs the chi-square test to test its hypotheses. Statistical analyses entail a five-point Likert scale and a diverse range of tools, including measures such as mean, standard deviation, coefficient of variation, Karl Pearson’s correlation coefficient, and regression analysis, to comprehensively evaluate the variables of interest. The findings of this study underscore the unequivocal linkage between bank performance and customer satisfaction. The study unequivocally concludes that the performance metrics of a bank wield a direct and substantial influence on customer satisfaction levels. The pivotal role of bank performance in driving customer satisfaction is a central implication of this study. Consequently, the banking industry is urged to continuously update its operational performance to be in congruence with the evolving preferences and desires of customers. In conclusion, the insights garnered from this study highlight the critical interplay between bank performance and customer satisfaction. These findings underline the crucial role of customer-centric strategies in enhancing the banking experience. The implications extend to the broader financial service industry, emphasizing the need for adaptive policies that align business operations with customer expectations.

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.

ATM Service Quality and Customer Satisfaction: The Empirical Evidence from Commercial Banks in Cambodia’s Siem Reap Province

This study aimed to investigate the effect of ATM service quality on customer satisfaction in Commercial Banks in Cambodia’s Siem Reap province. The target samples were drawn from four Commercial Banks in Cambodia’s Siem Reap province. A total of 236 respondents’ sample sizes of Commercial Bank costumer were collected by convenience sampling. A five-point Likert scale was employed to measure. Structural equation modeling was employed to test the proposed research framework. The results indicated that the path relationships between the independent variable of ATM service quality and the dependent variable of customer satisfaction were statistically significant and positive. In addition, the dimensions of five-ATM service quality were positively and significantly related to customer satisfaction. This study suggests that the service provided must be improved to influence the level of satisfaction for customers. Customers of Commercial Banks that use services from ATM services can be more cooperative in receiving services from better cooperation in the future.

Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia

The banking industry has seen the emergence of numerous service delivery channels, automated teller machines (ATMs), telephone banking, and online banking. Global financial systems and mature competition have been compelled to research the importance of consumer satisfaction. Thus, this study aimed to examine the effects of automated teller machine service quality on customer satisfaction in commercial banks of Ethiopia in the Afar regional state, Northeast Ethiopia. To this end, cross-sectional data were collected through a questionnaire from a sample of three hundred forty-six (346) ATM users selected from Semera-logia City, Asyaita, and Awash Town. To identify the dimensions of automated teller machine service quality and their relationship with customer satisfaction, confirmatory factor analysis and structural equation modeling (SEM)) through SPSS and AMOS 23.0 data analysis software were used. The findings indicate that convenience, reliability, ease of use, fulfillment, and security/privacy of ATM service quality dimensions are positively and significantly associated with customer satisfaction. The results of this study can help banks' management improve the quality of their ATM services to increase overall customer satisfaction. To ensure continued customer satisfaction, banks are encouraged to make the ATM service more convenient, reliable, user-friendly, secure, and fulfilling. They should also constantly update and differentiate their ATM service quality aspects to build a competitive advantage and boost their profitability.

EFFECT OF MOBILE BANKING ON CUSTOMER SATISFACTION IN COMMERCIAL BANKS IN NEPAL

Customer satisfaction is an emotion a person experiences when comparing the perceived overall performance of a product to their expectations. The main purpose of this study is to analyze the effect of convenience, cost, privacy, security and responsiveness of mobile banking in customer satisfaction in Commercial Banks in Nepal. This research adopts a quantitative design wherein primary data were collected through a survey in the form of structured questionnaire distributed among 201 respondents having access of mobile banking services offered by Commercial Banks in Nepal. Pearson Correlation Matrix suggested by Levin et al., (2014) was used for statistical analysis; the results derived from the research showed Convenience, Cost, Security, and Responsiveness are significant drivers of Customer Satisfaction of Commercial Banks in Nepal. This research will be useful to higher management of the banks in developing effective strategies for mobile banking services as well as to retain their customers. Furthermore, Nepal Rastra Bank (Central Bank of Nepal) might be enthusiastic to identify the prevailing problems and technical as well as non-technical barriers concerned with the adoption of the mobile banking on customer satisfaction which will facilitate them to take necessary steps to eradicate barriers and to implement effective policies accordingly.

Analysis of the effectiveness of e-customer service platforms on customer satisfaction at ABSA, Botswana

The study's primary objective was to analyze the effectiveness of e-customer service platforms on customer satisfaction in commercial banks in Botswana, using ABSA bank as a case study. The secondary objectives were to assess the effectiveness of reliability, responsiveness, assurance, empathy and tangibles of e-customer service platforms on customer satisfaction at ABSA bank. A positivist research philosophy was adopted. A cross-sectional survey design was used to collect data and probability sampling was employed. Data were collected from 180 customers who use ABSA e-customer services platforms using a structured questionnaire with Likert-type questions. Reliability was assessed using Cronbach’s alpha (?). Data were analysed using descriptive statistics, which include mean and standard deviation. Regression and correlation were applied to test research hypotheses. Results indicate that reliability, responsiveness, assurance, empathy and tangibles of e-customer services platforms at ABSA are positively linked to customer satisfaction. ABSA Bank management is therefore recommended to focus on continuous improvement on customer experiences to satisfy customers. Thus, ABSA should ensure that its services are unique, unforgettable and memorable such that customers are satisfied and share the positive word of mouth about the benefits offered by the bank. ABSA should also consider customer experience and continuous improvement of digital banking platforms as tools that can be used to increase customer satisfaction and loyalty. It is recommended that future studies be carried out across other banks in Botswana and the African context as well.

The Effect of Perceived Customer Service Quality on Customer Satisfaction in Commercial Banks in Bamenda-Cameroon: Amidst of COVID-19

The objective of this study is to analyse the effect of perceived customer service quality dimensions, namely reliability, tangibility, empathy, responsiveness and assurance on customer satisfaction in commercial banks in Bamenda, Cameroon during the COVID19 pandemic period. The researchers randomly distributed 600 self-administered survey questionnaires online among private banks’ customers in Bamenda and obtained 468 useable responses with a 78% valid response rate. The research data were analysed using the multiple correspondence analyses (MCA), ordinary least square (OLS) technique and the structural equation modelling (SEM) approaches. The findings of the study from the OLS indicate that the five dimensions of service quality considered that is reliability, tangibility, empathy, responsiveness and assurance all enhance customer’s satisfaction of commercial banks in Bamenda Cameroon. These outcomes were found to be robust to analyses obtained from the SEM approach. With regards to the demographic variables used, only gender have a significant effect on customer’s satisfaction. These current research outcomes are anticipated to provide basic tenants of enhancing the satisfaction of commercial bank clients in Cameroon as well other countries. The study can equally serve as a tool for evaluating the client’s satisfaction with bank service amidst the COVID19 crisis given the time the data was collected. A key limitation of the study is that is focus only on customers of commercial banks of Bamenda city in Cameroon.

CONTRIBUTION OF MOBILE BANKING INFORMATIONAL SERVICE ON CUSTOMER SATISFACTION IN TANZANIAN COMMERCIAL BANKS

This study examined the contribution of mobile banking Informational Service on customer satisfaction. Three elements of mobile banking i.e., information service was assessed to find out the role they play on customer satisfaction at CRDB Chamwino Branch bank. The study adopted a cross sectional survey study design where data was collected at one point in time. In addition to that, both qualitative as well as quantitative approaches were employed in collecting data for triangulation. Quantitative data was collected from 99 CRDB- Chamwino Branch customers through survey, whereas, the qualitative data were collected from CRDB officials through interviews. Quantitative data was analyzed through SPSS, where, descriptive statistics as well as inferential and Logistic Regression model were used. Furthermore, the relationships between variables were established through binary Logistic Regression. The qualitative data also were analyzed through Thematic Analysis technique. Finding show there is positive significant relationship is also established between mobile banking information service and customer satisfaction with P- Value 0.002. The study concludes that mobile banking enhances customer satisfaction in commercial banks. The study recommends for more efforts to be made in making sure mobile banking technology is enhanced. Also, more investment should be made in making sure that challenges associated with mobile banking technology are minimized. 

Relationship between Bank Customer Retention Strategies and Customer Satisfaction in Commercial Banks in Machakos Town

Purpose: this study was to investigate the relationship between service quality and customer satisfaction in the commercial banks in Machakos Town.
 Methodology: The study adopted descriptive survey design. The target population was 82 commercial bank customers in Machakos Town. Primary data was collected through use of structured questionnaires. Descriptive statistics included frequency, mean and standard deviation. Simple regression modeling was used to aid in data analysis.
 Results: Research findings revealed that F statistic of model 1 was 33.236(p=.000). This portrayed that the influence of service quality aspect of customer retention strategies on customer satisfaction was statistically significant at 95% confidence level for (p<.05). Hence this model was suitable to estimate customer satisfaction amongst the five commercial banks in Machakos town. Adjusted R2 was of .648 which implies that customer retention strategies explained 64.8% of the variations in customer satisfaction. Bank retention strategies had statistically significant influence on customer satisfaction with a one unit change leading to .384(p=.000) change in customer satisfaction.
 Unique contribution to theory, practice and policy: The study recommended that management need to improve on efficiency in its operations regarding the customers and develop their products fully so as to satisfy their customers and control their product prices as well to be sure of customer retention. In addition, the bank should mitigate the risk of customer loss by ensuring that policies are put in place maintain product diversification.

Effect of Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia, Branches in Wolaita Sodo

There is increased demand for higher quality services as consumers all over the world in all sectors become more quality conscious. The objective of this study was to assess the effect of service quality on customer satisfaction in the Commercial Bank of Ethiopia branches in Wolaita Sodo town. For this purpose, 383 respondents were selected from target population and 22 item likert scaled SERVPERF instrument questionnaires were distributed and 344 valid responses were analyzed. The correlation analysis indicated that there were positive and significant relationship between all service quality dimensions and customer satisfaction. Regression analysis which was performed to study the effect of service quality on customer satisfaction found that four service quality dimensions: namely, empathy, responsiveness, reliability, and assurance were positively and significantly affect customer satisfaction and the tangibles dimension was insignificant for analyses. Compared with other quality dimensions in SERVPERF instrument, empathy has high effect on customer satisfaction. The bank is recommended to work hard in all quality aspects and give more personal attention to customers, understand the interest of customers, care for their customers, and give prompt service.

CUSTOMER SATISFACTION IN COMMERCIAL BANKS

The efficiency of a banking sector depends upon how best it can deliver services to its target customers. In order to survive in this competitive environment and provide continual customer satisfaction, the providers of banking services are now required to continually improve the quality of services. Customer satisfaction means something more than a happy customer; it is broadly used in commerce and business sector. The present study is intended to analyse the customer satisfaction in commercial banks in Idukki district.

An Analysis of the Impact of Online Banking on Customer Satisfaction in Commercial Banks Based on the TRA Model (A Case Study of Stanbic Bank Lusaka Main Branch)

The convenience, easy access, and acceptable means of transacting in the customers day-to-day business operations is making more banks’ customers satisfied with their service delivery. However, about 65% of Stanbic bank’s customers do not use the bank’s internet banking services and are dissatisfied with the bank’s customer service delivery. This study analyzed the impact of online banking on customer satisfaction in commercial banks based on the TRA model using Stanbic Bank as a case study. This study employed the cross-sectional study design conducted at Stanbic Bank’s headquarters in Lusaka district targeting bank customers. The sample size for the study was 196. Stratified Sampling was employed, respondents were selected by circular systematic random sampling, and a questionnaire was used to collect data. Kendall’s tau-b correlation was used to determine the relationship between online banking and customer satisfaction of banking services. Binary logistic regression was used to determine the influence of online banking on the outcome variable (customer satisfaction). A weak positive correlation between the use of online banking and customer satisfaction was established [(τb = .169, p = .012)]. Interacting gender of “being male”, having secondary education or below, negative behavioral belief, negative attitude, negative behavioral intention, and none usage of online banking reduces customer satisfaction [(p = .046); (CI: 95%)], [(p = .039); (CI: 95%)], [(p = .019); (CI: 95%)], [(p = .018); (CI: 95%)], [(p = .036); (CI: 95%)] respectively. Therefore, in the quest increase to increase customer satisfaction, the bank needs to consider these parameters in their strategic planning if it is to maintain or grow its customer base.

Effect of Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia, Branches in Wolaita Sodo

Nowadays, there is increased demand for higher quality services as consumers throughout the world in all sectors become more concerned with quality. Currently, quality in service is the main issue by which producers differentiate themselves from the competitor. The overall objective of this study was to investigate the effect of service quality on customers’ satisfaction in the case of Commercial Bank of Ethiopia branches in Wolaita Sodo town. For this purpose, 383 respondents were selected from target population using simple random sampling method and 22 item likert scaled SERVPERF instrument questionnaires were distributed and 344 valid responses were analyzed. The correlation analysis result indicated that there were positive and significant relationship between all service quality dimensions and customer satisfaction. Regression analysis which was performed to study the effect of service quality on customer satisfaction found that four service quality dimensions: namely, empathy, responsiveness, reliability, and assurance were positively and significantly affect customers’ satisfaction and the tangibles dimension was insignificant for analyses. Compared with other quality dimensions in SERVPERF instrument, empathy has high effect on customers’ satisfaction. It can be concluded that the service quality has significant effect on customer satisfaction in the bank. The bank is recommended to work hard in all quality aspects and give more personal attention to customers, understand the interest of customers, care for their customers, and give prompt service as these will result in customers’ retention, positive word of mouth and increased profitability.

Service Delivery Toward Customer’s Satisfaction: Commercial Bank of Michille Branch, Dilla Town, Southern Ethiopia

The Study was conducted in Commercial bank of Ethiopia, Michille branch, Dilla Town.The major aim of the study was to assess the nature of service delivery towards customer’s satisfaction in the selected bank because Customer satisfaction is essential for the success of service firms like Commercial bank of Ethiopia. The service delivery has become an aspect of customer satisfaction. Day by day it has been proven that service delivery quality is related to customer’s real satisfaction. This study endeavors to discover the impact of service delivery towards customer satisfaction in Commercial Bank of Ethiopia, Michille Branch, Dilla Town. Five dimensions such as in service quality tangibility, reliability, responsiveness, empathy, and assurance were considered as the base for this study. Structured questionnaire and interview has been used to collect the data survey. The sample size was 100 and the data has been analyzed by using Excel program to include pie-charts, tables, graphs, percentages. The study has a significance in terms of service quality dimensions which is crucial for customer satisfaction in public/Governmental commercial banking sector in Ethiopia in general and in Michille bank in particular. The finding of the study shows that about 85 percent respondents are satisfied with Michille Bank service delivery, so that the respondents confirm that they will wait and see for changes of the study bank (Michille Bank) rather than they move to other banks. Keywords: Commercial bank of michille; service delivery; customers’ satisfaction; Southern Ethiopia. DOI: 10.7176/RJFA/12-15-04 Publication date: August 31 st 2021

Effects of Core Banking System on Customer Satisfaction in Commercial Bank of Ethiopia

The use of core banking System in the various banks is drastically changing the way banking activities are being organized. Almost all banks in Ethiopia are in the process of transforming their banking systems to the modern technology in which they can offer efficient and globally competent services to their customers and get customers satisfaction in return. This study aimed to assess the effects of core banking system on customer satisfaction in commercial bank of Ethiopia. Stratified and convenient sampling techniques were used in the selection of each respondent from the commercial bank of Ethiopia. Conveniently 400 customers were selected and structured questionnaire and interview was used to collect relevant data for the research. The data gathered through the questionnaire was analyzed by using Statistical Package for Social Science (SPSS). The result of the study indicated that core banking information technology system indeed has a positive significance impact on customer satisfaction of commercial bank of Ethiopia. The Multiple linear regression analysis also showed a positive coefficient and adjusted R 2 was 89.1%, which simply mean that there is significant and strong positive relationship between core banking system and customers’ satisfaction. In general, core banking Information Technology system has positively impacted on customer satisfaction of commercial bank of Ethiopia. Finally, it’s suggested that commercial banks in Ethiopia needs to continue to explore and implement sustainable business linkages and collaborations with core banking system. Keywords: Core banking system, customer satisfaction, Commercial Bank of Ethiopia, electronic service quality, electronic recovery service quality DOI: 10.7176/IKM/11-2-02 Publication date: March 31 st 2021

Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Bank

The ever-changing behavior of customer has indulged bank and financial institution have a sincere look at its service quality. Providing quality service ensures competitiveness and simultaneously optimizing the level of customer satisfaction. This paper examines the impact of Service Quality Dimensions on customer satisfaction. This paper examines the impact of tangibility, responsiveness, reliability, assurance and empathy on customer satisfaction in banks of Biratnagar. A sample of 127 account holders were randomly selected and date were analyzed through SPSS 26.0. Descriptive statistics, Factor analysis and Multiple regression analysis were used to evaluate the impact of SERVQUAL model on satisfaction. The findings from the paper indicate that empathy and assurance have most significant influence in satisfaction followed by reliability and responsiveness whereas tangibility has negative and no significant relationship with satisfaction.

Electronic Banking and Customer Satisfaction in Imo State (A Study of Selected Commercial Banks in Imo State)

This study was carried out to examine the impact of electronic banking on customer satisfaction in commercial banks in Imo State. The aim is to determine the relationship between electronic banking and customer satisfaction in some commercial banks in Imo State. The study used primary data; the instrument used in gathering the primary data was questionnaire. The statistical tool of analysis is the Pearson Product Moment Correlation Techniques. The result revealed that there is positive relationship between electronic banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. It also revealed that there is positive relationship between Automated Teller Machine and Mobile Banking and customer satisfaction in United Bank for Africa Plc, Access Bank Ltd and Keystone Bank Ltd. More so, the study shows that there is a negative relationship between point of sale and customer satisfaction in the three (3) banks. This implies that increase in charge levied on those electronic banking systems will have a corresponding decrease in customer satisfaction and vice-versa. The study therefore recommends the following; that banks should improve continuously in the advance of Automated Teller Machine for speedy transaction when using by customers; financial institutions (banks) and non-financial institutions should endeavor to make available POS machine at a minimal cost to some small business outlets in order to help in the achievement of cashless economy; the banks should ensure that there is creation of more internet security in internet and mobile banking so as to avoid loss of cash by customers as a result of fraudulent activities and finally, continuous advancement and reengineering information communication technology should play a vital role in the overall synergy of financial institution operations (banking). It becomes more important for bank leadership to deepen investment in ICT products to increase speedy, user friendly and perfect services. These will make Nigerian banks to stand firm in terms of efficiency, profitability, reliability, and competitiveness among its global competitors and to withstand challenges and changes that may occur in ICT controlled globalized economy.

The Impact of Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia, Mekelle Branch

This paper examined the effect of service quality on customer satisfaction in Commercial Bank of Ethiopia, Mekelle branch. The five hypotheses were tested by using statistical techniques. The study is explanatory type of research. The sample size is 300 and is chosen on convenient basis. The primary source of data was collected using questionnaire. Data were analyzed by using SPSS version 21. Ordinal regression method was used to model the relationship between the customer satisfaction and service quality dimensions. The explanatory variables include tangibility, reliability, responsiveness, assurance and empathy; and the response variable is customer satisfaction. Customer satisfaction was measured on ordered, categorical, and five-point Likert scale: strongly disagree, disagree, neutral, agree and strongly agree. The model fitting statistics and the reliability of the model assumption: parallel lines tests, overall goodness of fit information were tested. The findings indicated that the explanatory variables were significantly associated with the customer satisfaction. Keywords: Service quality dimensions and Customer satisfaction. DOI: 10.7176/JMCR/72-02 Publication date: October 31 st 2020