...Customer Satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Research Paper on Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Submitted To: Dr. Bishwajit Chandra Deb Chairman of BBA Faculty Associate Professor Dept. of Accounting & Information Systems Comilla University, Comilla Submitted By: Kazi Ayesha Akter Class Id: 0906019 Batch: 4th Session: 2009-10 Dept. of Accounting and Information Systems Comilla University, Comilla Letter of Transmittal September 03,2014 Dr. Bishwajit Chandra Deb Chairman Associate Professor Dept. of Accounting & Information Systems Comilla University, Comilla Subject: Submission of Research Paper on The Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank ltd. Dear Sir, By the grace of almighty Allah, the benevolent and merciful, your solitary help, I have been successful to complete the research on the study of “Research Paper on The Customer satisfaction On Environmental Friendly Banking “Green banking” On Dutch Bangla bank.” that you have asked to prepare. I have tried our best to make the research within the given time period. Though my intention was strong to make the best research, unfortunately there may be some mistakes. I hope that you will consider my mistakes with mercifully. Therefore, I sincerely, expect that you would be kind enough to accept my research paper for evaluation and oblige...
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...THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given the operational...
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...BANKING SERVICES AND CUSTOMER'S SATISFACTION IN QATAR: A STATISTICAL ANALYSIS* Khalid Al-Sulaiti Abdullah Al-Khulaifi Fawzi AI-Khatib College of Business and Economics Qatar University ABSTRACT The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the determinants of the buying behavior of bank customers in Qatar. A questionnaire for such purpose was designed and different statistical methods were applied. The policy implications to be derived from such statistical findings is that bank's management should focus on strength areas to confirm them and weakness areas to overcome them. * This paper was accepted for publication in 2000. The delay in its publication until this issue was outside the editor’s control. - 130 - SECTION 1 1-1 Introduction In recent years, the banking industry has undergone massive changes in scope and nature of its environment. Technological advances, increased competition, massive increases in income levels, and the expansion in economic activities, as well as the growing diversity of customer needs, have contributed to the increase in the scope of banks services, and to the elevation of the marketing department to the top levels of the organizational structure of the banking firm. In this competitive and ever changing environment, banks can ensure their...
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...Paragraph Islamic banking refers to a system of banking that complies with Islamic law also known as Shariah law. The underlying principles that govern Islamic banking are mutual risk and profit sharing between parties, the assurance of fairness for all and that transaction are based on an underlying business activity or asset. The Islamic banking system has gained momentum worldwide. There are now 16 Islamic banks and financial institution operating in Malaysia. The popularity of the Islamic banking system is not limited to the Islamic bank only. The conventional system also interested in Islamic banking system For instance, CIMB has established CIMB Islamic bank that operates in accordance with Islamic Shari’ah principles. Islamic banks faced with strong competition not only from Islamic bank but also from conventional banks. The Islamic banking system is different from the conventional banking system but have some similarities between the two. For example, an Islamic bank conduct s its activities in accordance with the Islamic Shari’ah principle that strictly prohibit any payment or receipt of interest. However, the Islamic bank can offer product and service which are similarity by conventional bank. When Islamic banks or conventional banks offered any new product or service, the successful depends on the customer satisfaction level towards that product or service. In this competition, they must have to give extremely high consideration to their customers. They must have to...
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...E-Banking: ‘A new era of customer satisfaction through SMS Banking’ Abdullah Hassan, BBA(Hon’s), Fourth Year, Department of Management Studies, University of Chittagong, abdtek@gmail.com Abstract According to the Euronet mobile Banking Guide, there are currently close to 400 mobile operators in over 133 countries who are signing up 4 to 6 new customers every second. That means people are now much more interested in cell phone than before. Users always seek multi-dimensional use of their cell phones. The main purpose of this paper is to find out customer satisfaction through SMS Banking. Mobile phone operators provide various value added services (VAS) to their users including banking service and other utility services with the legal agreement with respective organizations. As mobile operators are trying heart and soul to retain existing customers and enhance new customers by adding VAS, hence a mobile banking solution called SMS Banking that allows people to bank with their mobile phones and its overview are presented in paper. Introduction There are various types of E-banking that are used in the field of IT and Banking. SMS Banking is one of them. SMS stands for ‘Short Message Service’. SMS Banking allows you to check account balance, transfer amount to other account, payment of utility bills like electricity bill, gas bill and water bill etc. Short Message Service is particularly adapted to 2G networks because they require low capabilities for data exchange...
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...All operating budgets for a commercial company follow this structure: Sale / Turnover - Variable costs / used goods = Gross profit - Fixed costs - Depreciation - Interests = Profit Accounts Below you can find different types of expenses. Maybe your company does not have all the expenses. Then just delete the expense (the account) in your budget. Maybe you have another expense. Then just put it in the budget. The budget must reflect your company. You can buy a Business Plan iPhone app where the operating budget is explained - and 100 other startup issues. Budget templates can be forwarded to your computer. The Operating Budget The budget follows the structure explained above. Sale / Turnover * Sale of product / service no. 1 * Sale of product / service no. 2 * Sale of product /service no. … Estimate sale for each major product /service Variable costs * Materials - raw materials and finished products which you use for production or sale * Salary - only for workers in production * Transport costs - and any costs related to transport of the raw materials and finished products Fixed costs * Wages - for staff in shops and offices * Rent - for buildings * Electricity, heat, water * Renovation and maintenance of buildings * Cleaning * Car service/mileage allowance * Travel costs * Stationary telephone * Postage and charges * Mobile phone * Internet-connection * Website subscription/hosting...
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...CONTENTS CONTENTS CHAPTER ! Variable Load on Power Stations Introduction Introduction T he function of a power station is to deliver power to a large number of consum ers. However, the power demands of different consumers vary in accordance with their activities. The result of this variation in demand is that load on a power station is never constant, rather it varies from time to time. Most of the complexities of modern power plant operation arise from the inherent variability of the load demanded by the users. Unfortunately, electrical power cannot be stored and, therefore, the power station must produce power as and when demanded to meet the requirements of the consumers. On one hand, the power engineer would like that the alternators in the power station should run at their rated capacity for maximum efficiency and on the other hand, the demands of the consumers have wide variations. This makes the design of a power station highly complex. In this chapter, we shall focus our attention on the problems of variable load on power stations. 3.1 Structure of Electric Power System 3.2 Variable Load on Power Station 3.3 Load Curves 3.4 Important Terms and Factors 3.5 Units Generated per Annum 3.6 Load Duration Curve 3.7 Types of Loads 3.8 Typical Demand and Diversity Factors 3.9 Load Curves and Selection of Generating Units 3.10 Important Points in the Selection of Units 3.11 Base Load and Peak Load on Power Station 3.12 Method of Meeting the Load Structure 3.1 Structure...
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...Strategies for focusing a broad research topic Are you overwhelmed with how much information you are finding? Try the suggestions below: * Develop a tentative focus List what you already know and questions you have about the topic and focus on those you find most interesting. * Find background information on your topic Check our Electronic Reference Collection for an article in an online encyclopedia you can trust. * Look for magazine articles Magazine articles tend to be shorter and can provide a general idea of key issues or controversies related to your topic. Try: * Academic Search Complete * Academic OneFile * Search CQ Researcher This is a great source for finding background information and overviews of a wide array of topics. * Choose a particular perspective on the issue How do scholars from different subject fields approach your topic? Finding different points of view can provide you with a better sense of direction. Look through our subject-specific databases listed on the Find Articlespage like: * Education Full Text (EBSCO) * Worldwide Political Science Abstracts (ProQuest) * PubMed (National Library of Medicine) * Limit your search to a specific time period Look for date limit options when searching a database. * Need more help? Ask a Librarian for assistance. Finding research topic ideas You'll be spending a bit of time on your research paper, so be sure to choose a...
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...Limited, Tangail Branch This questionnaire is developed for the purpose of measuring the employee’s job satisfaction of EXIM Bank Limited of Tangail branch. Your kind cooperation is needed for the study purpose. Your identification\feedback will be concealed. [ please put the tick (√) your opinion about the following statements range from strongly Gender Male Female Age Less than 20 20-30 30-40 40-50 50 & above Occupation Sl Dimensions Strongly Agree Agree Neutral Disagree Strongly disagree 5 4 3 2 1 01 Standard Bank has modern looking equipment. 5 4 3 2 1 02 Standard Bank’s physical facilities are visually appealing 5 4 3 2 1 03 Standard Bank’s reception desk employees are neat appearing 5 4 3 2 1 04 Materials associated with the service (such as pamphlets or statements) are visually appealing at Standard Bank 5 4 3 2 1 05 When Standard Bank promises to do something by a certain time, it does so 5 4 3 2 1 06 When you have a problem, Standard Bank shows a sincere interest in solving it 5 4 3 2 1 07 Standard Bank performs the service right the first time 5 4 3 2 1 08 Standard Bank provides its service at the time it promises to do so 5 4 3 2 1 09 Standard Bank insists on error free records. 5 4 3 2 1 10 Employees in Standard Bank tell you exactly when services will be performed 5 4 3 2 1 11 Employees in Standard Bank give you prompt service 5 4 3 2 1 12 Employees in Standard Bank...
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...SERVICE DELIVERY AND CUSTOMER SATISFACTION IN THE NIGERIAN BANKING INDUSTRY (A STUDY OF GUARANTY TRUST BANK PLC AND SKYE BANK PLC) BY ABDULLAHI, RUKAYAT OPEMIPO MATRIC NO: 101003311 A PROJECT SUBMITTED TO THE DISTANCE LEARNING INSTITUTE, UNIVERSITY OF LAGOS, AKOKA IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD OF THE BARCHELOR DEGREE IN BUSINESS ADMINISTRATION (B.Sc.), BUSINESS ADMINISTARTION OF UNIVERSITY OF LAGOS. DECEMBER, 2015. CERTIFICATION This is to certify that this research project titled “Service Delivery and Customer Satisfaction in the Nigerian Banking Industry” was written by ABDULLAHI, RUKAYAT OPEMIPO with the matriculation number 101003311 under my supervision. -------------------------------------------- --------------------------- MR OLAREWAJU, A.D Date Project Supervisor DEDICATION This research work is dedicated to the Almighty Allah, the Omniscience- the giver of knowledge. To my family. ACKNOWLEDGEMENT In the course of this research work, I am greatly indebted to a host of people who in a way of their moral and intellectual support, have made the success of this project. I cannot but express my gratitude to God Almighty, the giver of wisdom, who has granted me the opportunity, wisdom and knowledge to complete this programme despite many huddles and challenges of life. My special...
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...influence customers satisfaction with online banking services in Malaysia. Question 1: What is the relationship between customer trust towards internet banking with customers satisfaction? Question 2: What is the relationship between the service quality of internet banking and customers satisfaction? Question 3: What is the relationship between perceived value and customer satisfaction towards internet banking? Question 4: What is the relationship between the reputation of internet banking and customer satisfaction? RESEARCH OBJECTIVE 1. To examine the relationship between customer trust of internet banking and customer satisfaction with internet banking. 2. To identify the relationship between service quality of internet banking and customer satisfaction with internet banking. 3. To examine the relationship between customer perceived value of internet banking and customer satisfaction. 4. To investigate the relationship between the reputation of internet banking and customer satisfaction toward internet banking. FRAMEWORKS INDEPENDENT VARIABLE CUSTOMER TRUST H1 DEPENDENT VARIABLE SERVICE QUALITY CUSTOMER SATISFACTION WITH ONLINE BANKING H2 PERCEIVED VALUE H3 REPUTATION H4 HYPOTHESIS Hypothesis 1: There is a significant relationship between the customer trust of...
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...elsevier.com/locate/comphumbeh Antecedents of customer satisfaction with online banking in China: The effects of experience Cheolho Yoon * Dept. of Business Administration, Mokpo National University, Republic of Korea a r t i c l e i n f o a b s t r a c t This study investigates the antecedents of customer satisfaction with online banking in China, and explores the effects of experience on the relationships between the antecedents and customer satisfaction. Based on prior research, the six antecedents of customer satisfaction – ease of use, design, speed, security, information content, and customer support service – are proposed, and the effects of experience on the relationships between these and customer satisfaction are analyzed using a structural multi-group (a high-experience group and a low-experience group) model. The results show that design, speed, security, information content, and customer support service have a significant influence on customer satisfaction in the high-experience group or the low-experience group, but ease of use does not have a significant influence on customer satisfaction in either of the groups. Also, the results relating to the influence of the level of customer experience reveal that the effects of design, security, speed, and information content on customer satisfaction were significantly higher in the highexperience group, whereas the effect of customer support service on customer satisfaction was significantly higher in the low-experience...
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...4. September 2010. Pp. 145 - 156 E-Banking and Customers’ Satisfaction in Bangladesh: An Analysis Jannatul Mawa Nupur* E-banking can provide speedier, faster and reliable services to the customers for which they are relatively happy. E-banking services not only can create new competitive advantages, it can improve its relationships with customers. The purpose of this research is to understand the impact of variables of e-banking on customer satisfaction in Bangladesh. The study period is from 2006 to November, 2009 because customers enjoyed the e-banking services newly during this period. Five service quality dimensions namely reliability, responsiveness, assurance, empathy, and tangibles have been established based on the SERVQUAL model and the literature review. These variables have been tested in e-banking to explore the relationship between service quality and the customer satisfaction. The data were gathered through survey interview by a structured questionnaire with 250 customers. The study shows that these factors are the core service quality dimensions for customer satisfaction in e-banking. The study also explores that reliability, responsiveness and assurance have more contribution to satisfy the customers of e-banking in Bangladesh. Key words: E-banking, Customer satisfaction, SERVQUAL Model. 1.0 Introduction Growth of Electronic banking in a country depends on many factors, such as success of internet access, new online banking features, household growth of internet...
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...Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management June 2013 Hawassa, Ethiopia 1 Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management Advisor: Dr. Birihanu Borji (PhD) Associate professor in Marketing Mgt Co advisor: Seid Mohamed (Ato) June, 2013 2 Hawassa University School of Graduate Studies Project Title: Assessing the impact of core banking and service quality in CBE (case of Bishoftu branch) By: Endalkachew Abebe College of Business and Economics School of Management and Accounting Postgraduate Program Approved by: ___________________________________ _____________________ Advisor Signature ____________________________________ Co-advisor __________________ Signature ___________________________________ ___________________ Examiner Signature ___________________________________ ...
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...Analysis of Customer Satisfaction on SME-Banking of SIBL Chapter 1 INTRODUCTION MD. AL AMIN | ID:091662 1 Analysis of Customer Satisfaction on SME-Banking of SIBL 1.1 Introduction Today, the world is becoming closer and closer. Now world is called the global village. By taking the advancement of technology people are updating themselves day to day. Now people would like to use credit card to make global transaction rather than carrying cash amount. In such case bank has brought dynamic change in the present world. In Bangladesh, bank is playing a vital role to the development of economic and socio- economic condition. Along with our government is paying more concentration on the development Small and Medium Enterprise (SME). And today SME is contributing to the development of our economy through taking loan facility of the bank. Today is the era of competition in any business especially in the banking sectors in Bangladesh. Banks are competing each other through best quality service. And some newly issued banks are coming to enhance this competition. To measure the performance of bank, it is mandatory to measure the satisfaction level of customers. Because today market is customer oriented. Some Policymaker thinks that Customer satisfaction is an important indicator of national economic health. Finally it can be said that the bank should pay more concentration on SME banking as well as customer satisfaction toward the banking activities especially on SME...
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