Customers Of Commercial Banks Research Articles

The Influence of Green Practices and Green Perceived Value on Green Loyalty through Green Satisfaction with Gender as a Moderating Variable

This study wants to show the connection between green practices implemented by Islamic banks, green perceived value, and customer loyalty, either directly or through green satisfaction, and gender as a moderating variable. To answer the research hypothesis, 202 questionnaires that have been distributed to Sharia commercial bank customers in Indonesia were analyzed in this study. Sample determination was carried out through a purposive sampling technique. Structural Equation Modeling – Partial Least Square (SEM-PLS) was used to analyze the data. This research found that green practice does not significantly affect green loyalty but significantly affects green satisfaction. Meanwhile, green perceived value directly makes customers loyal and satisfied with Sharia banks. It also discovered that green satisfaction has a significant effect on green loyalty and can mediate the influence of green practices and perceived value on green loyalty. At the same time, gender as a moderating variable cannot moderate the influence of green practices and perceived value on green loyalty. This research emphasizes the importance of innovation and developing practices that positively impact the environment and are satisfying because this program can increase customers' loyalty towards Sharia banking.

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: AN EMPIRICAL EVIDENCE FROM COMMERCIAL BANKS IN NORTHERN REGION OF BANGLADESH

Banks must deliver high standards of service quality in order to achieve high levels of customer satisfaction; as now-a-days service quality is considered the cornerstone of customer satisfaction. This study has used SERVQUAL to determine service quality of commercial banks operating in the northern region of Bangladesh and the impact of these dimensions on customer satisfaction is then assessed. Primary data has been collected with a structured questionnaire of five-point Likert scale from 200 customers of commercial banks and analysed using SPSS software. Our empirical findings show a strong correlation between customer satisfaction and independent variables, the five dimensions of service quality. This study would give managers a comprehensive understanding of how to create service marketing plans and policies based on consumer perceptions, enabling banks to achieve long-term objectives. Also, the findings of the study could assist commercial banks in developing strategy for providing services that will satisfy customers.

Service Quality an Antecedent of Customer Satisfaction

The study is conducted on customers of banks in Pakistan to find out whether service quality is an antecedent of customer satisfaction. The study also provides the comparative analysis of four alternative extended versions of service quality models namely SERVQUAL, Weighted SERVQUAL, SERVPERF, and Weighted SERVPERF. The quantitative analysis has been conducted and to form the sample for the study, self-administered questionnaires have been distributed and responded to by 500 customers of Pakistani commercial banks. The data was analyzed on four alternative service quality models concerning customers’ opinions regarding service quality expectations, perceptions, and importance, and their impact on customer satisfaction and further efficacy of these alternative models have been compared. The comparative analysis of four alternative service quality models has been carried out by applying construct validity, reliability, uni-dimensionality, and model fit indices on service quality variables revealing that all four service quality models fulfilled the requirement of validity, reliability, and goodness of fit as well as the models significantly and positively impact the customer satisfaction, however, the superiority and higher effectiveness of the Weighted SERVPERF model over the other three service quality models have been established. The mean-based ranking of four alternative service quality models has been attempted and further analysis of banks' high and low-performing variables from a customer perspective was performed. In the Weighted SERVPERF model, the tangible, reliability, and responsiveness variables were established as high-performing, whereas empathy and assurance variables were established as low-performing variables. The bank management should enhance customer satisfaction by improving service quality with a more focused approach as provided in this study.

금융소비자의 고객지향성이 서비스품질과 고객만족에 미치는 영향에 관한 연구

This study attempted to examine how customer orientation affects service quality and customer satisfaction, respectively, based on recent changes in the financial industry, which is already rapidly changing to customer orientation. Through a review of prior research, a research model was derived to investigate the structural relationship of customer orientation on customer satisfaction through service quality in the financial industry. The empirical analysis was based on the data collected on the main customers of domestic commercial banks, and it was confirmed that customer orientation divided into two dimensions, positive and negative, had an impact on customer satisfaction through service quality (typicality, certainty, empathy, and responsiveness). In particular, in the case of positive customer orientation, it was confirmed that it had a significant effect on all four service quality, and it was empirically confirmed that negative customer orientation had an effect on confidence and responsiveness. In addition, it was confirmed that empathy and responsiveness among financial service quality based on customer orientation are variables that finally have a significant impact on customer satisfaction. Based on the results of this analysis, this study confirmed that customer orientation in the financial sector is an important factor influencing service quality and customer satisfaction, and based on this, empirical and strategic implications for financial companies to secure a continuous and long-term competitive advantage were proposed.

The role of perceived security and social influence on the usage behavior of digital banking services: An extension of the technology acceptance model

The goal of this research is to identify the variables influencing individual commercial bank customers’ intentions to use digital banking services. Digital banking is a relatively emerging research context that helps to complement and clarify marketing structures more clearly when combined with different factors to reflect convenience, usefulness, and distinct digital experiences for customers, thereby enhancing brand value for banks. Collecting data from 400 customers of banks in Vietnam is done through an online survey to ensure safety during the epidemic season. Data are analyzed according to the procedure from Cronbach's Alpha test, EFA to CFA, and tested by the SEM model. The results show that the perceived security factor has the most substantial influence on customers' behavioral intentions, thereby driving their actual behavior. Additionally, the usefulness, simplicity, and social influence of behavioral intentions for digital banking services all stimulate customer behavior. In the digital environment, this study suggests that following social phenomena and ensuring customer information security and transactions are extremely important. The results lead to shaping a culture-technology acceptance model based on TAM. That provides important insights and implications for the theoretical underpinnings of security perception, social influence, and usage behavior, such as how they are formed, roles, and relationships interrelationships between them in the digital environment.

The Effect of Using Financial and Banking Application Programs via Smart Phones on Customers' Satisfaction in Jordanian Commercial Banks

The study aimed to identify the impact of using of financial and banking application programs via smart phones on customers' satisfaction in Jordanian commercial banks. The researcher depended on the analytical descriptive method for building the study. The population of the study included the customers of Jordanian commercial banks in the north region who use smart phones and financial and banking application programs through them. The researcher developed the study tool (the questionnaire) to collect information, and (500) questionnaires were distributed to the respondents, (90) of them were excluded, because the respondents do not use smart applications through phones. The researcher relied on (410) questionnaires and analyzed their data. The results of the study were: There is an impact of the applied and financial programs combined, which were represented in the following dimensions (cash transfer programs, bank statement programs, bill payment programs) on customers' satisfaction in Jordanian commercial banks. The data analysis showed that the dimension of bank statement programs gained the most interest by the respondents. Among the most important recommendations of the study were: Carrying out marketing campaigns aimed at increasing customers’ awareness of electronic banking services to acquaint customers with the advantages and benefits of the services provided through smart phones, their importance, and how to use them. Also, focusing on trust factors and providing necessary protection for phone applications because of their major role in attracting a larger segment of customers and increasing their level of satisfaction.

Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector

AbstractCorporate reputation is important for all types of banks across the world, despite these countries differing culturally. Building on an extended corporate reputation model, we identify the key drivers of customer-based reputation and sustainable customer satisfaction in two culturally different countries, namely China and Germany. We also consider two reputation dimensions—perceived competence and likeability—and their effects on the target construct. Empirical data from 625 German and 734 Chinese commercial bank customers allow us to estimate the corporate reputation model with the partial least squares structural equation modeling (PLS-SEM) method, and by substantiating the relationships by means of a necessary condition analysis (NCA) and a predictive power analysis. By comparing the two countries’ results, we identify their cultural differences. Overall, we confirm the model’s relevance for the two cultures, finding that banks’ perceived attractiveness is the most important driver of both cultures’ customer-perceived bank reputation. By means of an importance-performance map analysis, we identify a large overlap between the two cultures’ set of important constructs, likeability’s much greater importance in Germany, and the perceived quality construct’s relevance in both countries. We contribute to research and scientific knowledge about corporate reputation models by identifying the similarities in and differences between two countries’ markets with respect to the banking sector, all of which have implications for international banks’ management.

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.

Customer engagement, dependence and loyalty: An empirical study of Chinese customers in multitouch service encounters

The existing literature emphasizes the importance of customer engagement and customer dependence in service encounters. An essential and typical manifestation of customer engagement is the interaction between customers and service scene elements. However, previous studies have mainly focused on the interactions between customers and service providers, neglecting multiactor service encounters. With rapid technological advancements in recent decades, network-based interactions involving multiple actors have become prevalent. However, our understanding of how such interactions affect customer loyalty in multiactor service encounters is limited. Therefore, this study aims to investigate how customer-provider interactions, namely customer-employee, customer-technology, and customer-physical environment interactions, contribute to customer-perceived dependence and loyalty. We developed a research model based on motivation theory and analyzed survey data from 410 commercial bank customers in China. Our results show that technology plays a crucial role in fostering customer loyalty through both benefit-based and switching cost-based dependence, whereas employees primarily influence loyalty through customer dependence on relational benefits. This study contributes to the literature on the interactive nature of customer engagement and dependence by providing valuable insight for practitioners who manage service encounters.

BANKA MÜŞTERİLERİNİN SERGİLEDİKLERİ DAVRANIŞSAL EĞİLİMLERİN BULANIK AHP YÖNTEMİ İLE ANALİZİ

The aim of the study was to weigh the behavioral biases of commercial bank and participation bank customers in Turkey in order of significance and to reveal whether there is a difference in behavioral biases of individuals. The questionnaire form prepared in this context was delivered to the individuals and the data obtained were evaluated using the fuzzy Analytical Hierarchy Process (AHP) method. As a result of the study, it was found that the three most effective main criteria for commercial bank customers are overconfidence, representation, and herding biases. The most important biases for the participation bank customers were determined as conservatism, overconfidence, and representation biases. Overconfidence, conservatism, and representation biases were determined as important for customers who prefer both commercial and participation banks in banking transactions. The results show that there are differences between the biases exhibited by individuals who transacted in different types of banking.

Factors that Affect the Adoption of Mobile Banking in Case Commercial Bank of Ethiopia, Gambella People’s National Regional State Branch, Gambella, Ethiopia

The primary aim of this study was to examine factors influencing consumers’ adoption of mobile banking services Gambella region, Ethiopia. From the literature, seven determinant factors were identified. Each variable were measured by using yes or no questions. This study combines TAM and IDT along with perceived risk, awareness constructs and perceive trust. The primary data were collected using questionnaires distributed to customers of Commercial bank of Ethiopia for mobile banking users. The Statistical Package for Social Sciences (SPSS) version 20 was used to analyze the data. Descriptive and inferential statistics were used to address the research objectives and binary logistic regression analysis employed. The results revealed that, with exception of perceived risk, perceived usefulness, perceive ease of use; perceive trust, performance expectancy and awareness have positive and statistically significant with the adoption of mobile banking. This study recommended that, banks should encourage and create awareness to the public through emphasizing the benefits or advantages that can be gained from the mobile banking services to increase the adoption level and to provide further directions into mobile banking strategies for mobile network operators, banks and service provider to design and implement mobile banking services to yield higher consumer acceptance.

Smart Banking Services and Their Impact on the Mental Image of Commercial Bank Customers in UAE

Smart Banking Services and Their Impact on the Mental Image of Commercial Bank Customers in UAE

A Model of Commercial Bank Customer Profit Contribution Based on Computer-Aided Credit Scoring Model

A Model of Commercial Bank Customer Profit Contribution Based on Computer-Aided Credit Scoring Model

Greening for greater good: investigating the critical factors for customer satisfaction with sustainable e-banking.

This study investigated the impact of efficiency, reliability, responsiveness, safety, and security on customer satisfaction with sustainable e-banking. The study used a quantitative methodology, with data collected from customers of commercial banks in South Punjab, Pakistan. A Likert scale questionnaire was used to collect cross-sectional data. A sample of 350 was analyzed using the Statistical Package for the Social Sciences (SPSS) for testing descriptive statistics, correlation analysis, and regression results. The study's results revealed that efficiency, reliability, responsiveness, safety, and security significantly impacted customer satisfaction with e-banking services. Efficiency and reliability were the most crucial factors influencing customer satisfaction, followed by safety, security, and responsiveness. The research findings have important implications for commercial banks, as they highlight the critical role of these factors in the development of sustainable e-banking practices. Overall, the study provides valuable insights for commercial banks seeking to improve their e-banking services and ensure customer satisfaction. Commercial banks can enhance their competitiveness and achieve sustainable growth in the highly competitive e-banking sector by prioritizing efficiency, reliability, responsiveness, and safety and security.

Uncovering the Intention to Use Digital Banking Services among Commercial Banks' Customers: Structural Equation Modelling Approach

Digital banking in Malaysia has seen significant growth in recent years. The government actively promotes digital financial services and regulatory bodies supporting fintech innovation. However, the factors influencing Malaysians' behavioural intention to use digital banking services still need to be discovered. Hence, this study investigates the factors influencing Malaysian customers' willingness to use digital banks. The study examined the factors influencing the attitude and intention to use digital banking in Malaysia among 562 commercial bank customers using the Technology Acceptance Model. The findings revealed that perceived ease of use has a positive and significant effect on perceived usefulness; perceived ease of use and perceived usefulness both have a positive and significant effect on attitude; and perceived trust has a positive and significant direct effect on attitude and intention. Finally, it was discovered that attitude positively and significantly mediated perceived trust and intention to use digital banking among bank customers. Hence, this study has proven that all seven hypotheses were supported. The study found practical implications that policymakers, bankers, and fintech players could use in creating a policy encouraging Malaysians to use digital banking services. Hence, it will assist the government and financial institutions towards digital banking development.

Factor Affecting Customer Satisfaction of Mobile Banking Services of Commercial Bank in Kathmandu Valley

Mobile banking has achieved a great importance in Nepal's banking sector. Though majority of Nepalese banks have recognized the importance of understanding customer psychology and are highly conscious of it. some banks often struggle to keep pace with customer expectations. This paper specifically targets commercial bank customers and aims to uncover their differential perceptions. The study aims to identify the most influential factors that affect customer satisfaction and retention in mobile banking and determine their relative impact. The Exploratory research design was adopted as the main research paradigm to discover the reality. The data was evaluated quantitatively by using both descriptive and inferential statistics. Convenience sampling has used data collection and Structural Equation Modeling (SEM) was used to analyze the relationships from 403 responses. The research findings indicated that security, responsiveness, and convenience have a significant impact on customer satisfaction, while cost and relative advantage have a negligible impact. However, although customer satisfaction and loyalty are strongly related, these factors are not directly related to loyalty. This finding holds theoretical relevance for the Service Quality Theory. The scope and depth of this study is limited to banking customers of Kathmandu Valley. Further studies should include other variables to better understand the underlying relationship between customer satisfaction. Implication includes researchers, banking authority and policy makers who focus on enhancing mobile banking services. Mobile banking is an essential aspect that demands greater priority. Significant enhancements must be made to strengthen security measures, ensure stable service and support, and establish a fairly structured cost system to ensure better modern banking and financial systems.

Nexus between Financial Literacy and Financial Inclusion with the Mediating Role of Social Networks

This study examines the relationship between Financial Literacy (FL) (financial knowledge, attitude, and skill) and Financial Inclusion (FI) using the mediating effects of Social Networks (SNs). FI ensures that people have access to financial goods and services whereas FL assures that people are aware of these products and services. The data for this particular research is collected directly from the customers of microfinance institutions (MFIs) through a structured questionnaire. The convenience sampling approach is used to get the questionnaire filled from the customers. 420 customers of MFIs are the respondents to the study. Partial Least Square (PLS) Structural Equation Modeling (SEM) data analysis technique is used to assess the relationship among the variables involved. The results reveal that FL has direct significant effects on FI except for the dimension of attitude. The finding also shows that SNs fully mediate the nexus between FL and FI. This study is limited to the customers of microfinance banks. However, prospective research may include customers of commercial banks. SNs serve as a channel for transferring financial information, hence also increasing people's FI.

Differences in The Intention of Customers to Switch Commercial Banks in Dar Es Salaam: A Case of Tanzania Postal Bank and National Bank of Commerce

The purpose of this study was to identify whether commercial banks customers in Tanzania had the intentions of switching banks services and examine the differences in their intentions to switch banks. The study sample included; customers banking with Tanzania Postal Bank Plc and those banking with the National Bank of Commerce in Dar es Salaam Region. Data was collected using self-administered questionnaires. Multistage sampling was employed to generate 188 respondents for the study. Descriptive statistics and an independent t-test were used to analyze the collected information. The results demonstrated that half of all the TPB Bank customers had higher intentions of switching banks than NBC customers. Additionally, the results also found out no significant differences in the intention to switch banks among commercial bank customers. This implied that bankers need to ensure that they deliver the desired services to their customers to reduce the intentions of the switchers because this would have an impact on the actual switching behaviour.

How does brand trust enhance satisfaction and loyalty of commercial bank customers?

How does brand trust enhance satisfaction and loyalty of commercial bank customers?

The Impact of Branding in Building and Enhancing Customer Loyalty for Banking Services: an Applied Study of Commercial Bank Customers in Jordan

Purpose: The aim of this study is to examine the impact of branding in building and enhancing customer loyalty for banking services. Theoretical framework: branding dimensions are the first factors, which affect a customer’s opinion of the quality and features a particular product, including brand recognition, mental image, trust, satisfaction, market value, and perceived quality. A large number of studies indicate that customer loyalty influences brand value (Janghyeon & Yuksel, 2011). Design/methodology/approach: The research reports on field study that operationalizes a theoretical framework to examine the impact of branding in building and enhancing customer loyalty for banking services. Findings: Evidence from the study indicates that the dimensions of branding have a statistically significant impact in building and enhancing customer loyalty for banking services in Jordan Research, Practical & Social implications: the study suggests improving customer trust in their brand and banking services, because such trust is one of the most important dimensions that enhances customer satisfaction, and persuades them to have the desired level of loyalty for these services. Originality/value: The results indicate the role of the branding can build and enhance customer loyalty for banking services in commercial bank in Jordan.