Premium Essay

Satisfaction in Commercial Banks

In: Business and Management

Submitted By dilber
Words 9478
Pages 38
American Journal of Scientific Research ISSN 1450-223X Issue 27(2011), pp. 68-83 © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/ajsr.htm

Banking Service Quality Provided by Commercial Banks and Customer Satisfaction
Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department of Qualitative Methods College of Business Administration, King Saud University Saudi Arabia Saad Abdullah Alghanim Associate professor of Health and Hospital Administration Department of Management, College of Business Administration King Saud University, Saudi Arabia Abstract Purpose – The purpose of this paper is to examine the impact of the constructs of service quality and customer satisfaction in commercial banks operating in Jordan. Design/methodology/approach – The study uses qualitative methodology, a face to face survey was conducted to test the hypothesis, thirteen banks were chosen randomly in Jordan with their customers acting as respondents to survey, a sample includes 453 customers of Jordanian commercial banks. Findings – The study finds that the order of importance of the dimensions of service quality tested here is: Assurance; Reliability; tangibles; Empathy; and Responsiveness. customers satisfaction are mostly influenced by the service quality. customers indicated high satisfaction with the five dimensions of service quality. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on Assurance, and should start with improving service quality in order to raise customer satisfaction. Research limitations/implications – the study had been implemented in specific type of...

Similar Documents

Premium Essay

Customer Satisfaction in Commercial Bank

...An Internship Report On ip Report on OVERALL CUSTOMER SATISFACTION- (A Study on Standard Chartered Bank) Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Bachelor of Business Administration (BBA) Major In Finance FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Submitted to the Department of Finance Patuakhali Science And Technology University Dumki ,Patuakhali In partial fulfillment of the requirements for the degree of Bachelor of Business Administration (BBA) Major In Finance [ FACULTY OF BUSINESS ADMINISTRATION & MANAGEMENT PATUAKHALI SCIENCE AND TECHNOLOGY UNIVERSITY DUMKI ,PATUAKHALI AUGUST 2009 Overall Customer Satisfaction (A case study on Standard Chartered Bank) An Internship Report BY Md. Saifur Rahman Registration No. 00545 Examination Roll No. 10 Session: 2003-2004 Faculty of BAM Approved as to style and contents by Md. Nur Nabi (Supervisor) Md.Takibur Rahman (Co-Supervisor) Dr. NIrmal Chandra Shaha (External) FACULTY OF BUSINESS ADMINISTRATION &......

Words: 1548 - Pages: 7

Premium Essay

Castomer Satisfaction in Commercial Bank

...Law 1. Define company? How many kinds of companies? Distinguish between private Ltd. and public Ltd. company. 2. What is Memorandum of Association? What are the elements of Memorandum of Association? What are the stages in the formation of a company? 3. What is capital? Describe briefly the source of companies’ capital? Define share? Describe briefly the classification of share? 4. Define contract? Describe briefly the essential elements of contract? Define Law? Describe briefly the classification of law? 5. Define partnership? The essential elements of partnership? Classes of partners and classes of partnership? 6. Short Notes: a) Article of Association. b) Difference between Memorandum of Association and Article of Association. c) Authorized Capital. d) Paid-up capital. e) AGM f) EGM. Q: What is contract? Describe the elements of contract? Ans. Section 2(h) of the Contract Act, 1872 provides that, “An agreement enforceable by law is a contract.”Therefore, in a contract there must be (1) on agreement and (2) the agreement must be enforceable by law. Agreements which are not enforceable by law they are not contract. Elements of contract: The essential elements of a contract are explained below: (1) Offer and acceptance: There must be a lawful offer by one party and a lawful acceptance of the offer by the other party or parties. “Lawful” implies that the offer and acceptance must conform to the rules laid down in the contract act 1872. (2)......

Words: 2106 - Pages: 9

Premium Essay

A Comprehensive Analysis of the Performance and Customer Satisfaction of Commercial Bank of Ceylon Limited

...Introduction Commercial Bank of Ceylon Limited commenced its operation in Bangladesh by acquiring the Bangladesh operations of Credit Agricole Indosuez (CAI) in 2003. The high performance of Commercial Bank of Ceylon Limited is a reflection of the qualities and attributes that has been accepted by people advocating good management practices in the corporate sector. The event marked the first ever acquisition of multinational bank by a Sri Lankan bank and is a direct consequence of Commercial Bank of Ceylon Ltd’s continued commitment towards business expansion. The bank possesses a strong corporate clientele and it has set its vision to be a strong regional bank providing superior personal banking services. CBC was adjudged the Best Bank in Sri Lanka for 8 consecutive years up to 2006 by the ‘Global Finance’ Magazine based in US and for 5 consecutive years up to 2005 by ‘The Banker’ magazine based in UK. In Sri Lanka, Commercial Bank of Ceylon Ltd. is known as the largest and fully networked banking environment provider. The bank enjoys the reputation of having an unrivalled employment of information technology and a very reliable ATM network around the country. In his report Managing Director of the bank remarked that the Bank's new Vision places a premium on having a strong international presence by 2011. After outperforming its peers in the home country, the bank is now in Bangladesh to continue with its legacy of success. While emphasizing social responsibility and......

Words: 7612 - Pages: 31

Premium Essay

Offering Higher Post to the Fresh Graduates Towards Employee Satisfaction: an Empirical Study on Private Commercial Banks of Bangladesh

...The commercial banking system dominates Bangladesh's financial sector. Bangladesh Bank is the Central Bank of Bangladesh and the chief regulatory authority in the sector. There are a total of 51 banks in Bangladesh, and this banking system is composed of four state-owned commercial banks, five specialized development banks, thirty eight private commercial Banks and nine foreign commercial banks. Hence we can easily say that the private commercial banks (PCBs) comprise for the largest portion of the banking sector. The banking sector has attracted a lot of fresh graduates for a very long time because of their work environment and other facilities that they provide. Moreover, the work environment and culture of the private commercial banks are such that the employees are motivated to work and prove themselves to their employers. One such approach made by PCBs was to offer a higher post to the young, newly hired graduates as they believed that this would help to increase employee satisfaction. This strategy has by many means been successful as well as a little unsuccessful for the banks. The overall study shows that simply hiring employees in higher posts cannot increase their overall job satisfaction; rather, a lot of other factors also need to be considered in order to ensure the satisfaction of the employees. 2.0 OBJECTIVE The main objective of this paper is to show how much effective the attempt was made by the owners of the PCBs to increase employee satisfaction by......

Words: 4155 - Pages: 17

Premium Essay

Commercial Banks

...Commercial Bank Commercial bank: Commercial bank mostly deals with deposits and loans from corporations or large businesses. Famous Commercial Banks of Pakistan are Muslim Commercial Bank(MCB),United Bank,Habib Bank. Functions of Commercial Banks: The functions of a commercial banks are divided into two categories: - Primary functions - Secondary functions including agency functions. - Primary functions: The primary functions of a commercial bank include: - accepting deposits; and - granting loans and advances The role of commercial banks Commercial banks engage in the following activities: * processing of payments by way of telegraphic transfer, EFTPOS, internet banking, or other means * issuing bank drafts and bank cheques * accepting money on term deposit * lending money by overdraft, installment loan, or other means * providing documentary and standby letter of credit, guarantees, performance bonds, securities underwriting commitments and other forms of off balance sheet exposures * safekeeping of documents and other items in safe deposit boxes * sale, distribution or brokerage, with or without advice, of insurance, unit trusts and similar financial products as a “financial supermarket” * cash management and treasury services * merchant banking and private equity financing * traditionally, large commercial banks also underwrite bonds, and make markets in currency, interest rates, and credit-related...

Words: 444 - Pages: 2

Premium Essay

Customer Satisfaction

...INTRODUCTION 1.1 CUSTOMER SATISFACTION Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. “Degree of satisfaction provided by the goods or services of a firm as measured by the number of repeat customers” In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. However, the importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. 1.2 OVERVIEW OF THE BANKING INDUSTRY: Banking in India originated in the last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a government-owned bank that......

Words: 2401 - Pages: 10

Premium Essay

Business

...creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied customers, a bank can easily measure the effectiveness of the business, its potential and position in the industries and the areas that are needed to polish and improve. But gathering a satisfied customer is not an overnight miracle but with the full of patience and bountiful of effort. It is a well known fact that no business can exist without customers. So they must be satisfied.  More than any other, banking is a customer oriented services industry and Nepalese banks have started realizing that business depends on client service and the satisfaction of the customer. Customer satisfaction is the key factor for customer retention and thereby the banks success. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. Customer satisfaction is an ambiguous and applied concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which......

Words: 710 - Pages: 3

Free Essay

Sample

...This survey asks questions about your experience working for Mauritius Commercial Bank. It starts and ends with some questions about your satisfaction with various aspects of work and contains other questions about how you think and feel about Mauritius Commercial Bank. Thank you for sharing your opinions Part A Please tick () the appropriate box. 1. Gender Male  2. Age group 18 < 30  41 < 50  31 < 40  51 < 60  Female  3. Education level Primary  Secondary  Tertiary  4. Length of Service (yrs) 2 yrs  4 yrs  3 yrs > 5 yrs  5. What is your present salary? ( Amount (Rs) ) 8000 - 10000  12001 - 14000  10001 - 12000  > 14000  PART B satisfied are you working for The Company? Q1. Please indicate your degree of SATISFACTION with your overall satisfaction derived at work provided by Maurtius Commercial Bank , by placing a check mark X in the relevant box below. Completel y dissatisfie d Very dissatisfi ed Mildly dissatisfi ed Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completel y satisfied best about working for The Company is... Q2. Please indicate your degree of agreement with the following statements, on the Mauritius Commercial Bank’s performance to internal satisfaction ( employee satisfaction) Absolutel y Disagree 1 Strongly Disagree 2 Slightly Disagree 3 Neither Disagree nor Agree 4 Slightly Agree 5 Strongly Agree 6 Absolutel y Agree 7 You should insert the...

Words: 654 - Pages: 3

Premium Essay

Report

...Research Proposal on Customer Satisfaction on Commercial Bank of Nepal Chapter-1 Introduction 1.1  Background Banking sector in Nepal is facing a rapidly changing market. This is also known as the late effect of world financial crisis. In addition, the impact of the economic problems and financial crisis among the financial institutions creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied customers, a bank can easily measure the effectiveness of the business, its potential and position in the industries and the areas that are needed to polish and improve. But gathering a satisfied customer is not an overnight miracle but with the full of patience and bountiful of effort. It is a well known fact that no business can exist without customers. So they must be satisfied.  More than any other, banking is a customer oriented services industry and Nepalese banks have started realizing that business depends on client service and the satisfaction of the customer. Customer satisfaction is the key factor for customer retention and thereby the banks success. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. Customer satisfaction is an ambiguous and applied concept and the actual manifestation of the state of satisfaction will vary from......

Words: 2113 - Pages: 9

Premium Essay

Customer Satisfaction in Banks

...Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek and improve the elements of service quality that make the most significant contributions on customer satisfaction Keywords: Service quality, customer satisfaction,......

Words: 7311 - Pages: 30

Premium Essay

Proposal on Consumer Preference of Nepal Bank Ltd

...3.4 Sampling Design 4. DATA MANAGEMENT AND ANALYSIS CHAPTER 1 INTRODUCTION 1.1 Background Nepal Bank Limited is the oldest commercial bank of Nepal. It was established 1937 which marked the beginning of an era of formal banking in Nepal. From the very conception and its creation, Nepal Bank Ltd, was as joint venture between the government and the private sector. Out of 2500 equity shares of NRs. 100 face value, 40% was subscribed by the government and the balanced i.e. 60% was offered for the sale to private sector. There were only 10 shareholders when the bank first started. It can be said that Nepal Bank Limited has a history that is unequal to any in Nepal. It was the first one of its kind. It also served as the central bank of Nepal. It is, thus, safe to say that the history of banking sector in Nepal would be incomplete without mentioning Nepal Bank Limited. The service rendered by Nepal Bank to the country and its people is a great one- one that has no parallel. The banking industry is highly competitive, with banks not only competing among each other; but also with non-banks and other financial institutions. Most bank product developments are easy to duplicate and when banks provide nearly identical services, they can only distinguish themselves on the basis of price and quality service. Therefore, customer retention is potentially an effective tool that banks can use to...

Words: 1591 - Pages: 7

Premium Essay

Sample Report

...Contents “COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS” 1 EXECUTIVE SUMMARY 1 INTRODUCTION 2 Customer satisfaction 2 LITERATURE REVIEW 3 MEASURING CUSTOMER SATISFACTION IN THE BANKING INDUSTRY 4 Introduction: 4 BANKING INDUSTRY : AN OVERVIEW 6 OBJECTIVE OF THE STUDY 6 Research Methodology 7 DATA ANALYSIS 7 FINDINGS 8 RECOMMENDATIONS 8 Limitation of the Study 9 Questionnaire 9 “COMPARATIVE STUDY OF CUSTOMER SATISFACTION INPUBLIC SECTOR AND PRIVATE SECTOR BANKS” EXECUTIVE SUMMARY The working of the customer's mind is a mystery which is difficult to solve andunderstanding the nuances of what customer satisfaction is, a challenging task. Thisexercise in the context of the banking industry will give us an insight into the parametersof customer satisfaction and their measurement. In the organised segment, bankingsystem occupies an important place in nation’s economy. It plays a pivotal role in theeconomic development of a country and forms the core of the money market in anadvanced country. The commercial banks in India comprise of both Public sector as wellas private sector banks. There are total 28 Public sector and 27 private sector banks arefunctioning in the country presently. Banks have to deal with many customers everydayand render various types of services to its customer.It's a well known fact that no businesscan exist without customers.  Not so long ago, accessing our own money was about setting......

Words: 6523 - Pages: 27

Premium Essay

Banking Service and Customer Satisfaction

...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......

Words: 5778 - Pages: 24

Premium Essay

Importance of Marketing and Promotion for Commercial Banks in Bangladesh

...BUS511 Final Project Importance of Marketing and Promotion for Commercial Banks in Bangladesh Prepared for: Dr. M Mosleh Uddin Faculty Member School of Business North South University Acknowledgements: This report has been written as a partial requirement for the MBA Program at North South University in the Summer of 2011. We would like to thank our instructor Dr. M Mosleh Uddin for his help and guidance during the process of writing this report. We would also like to thank him for supervising us and providing us all the necessary information during this study. We would like to thank all the respondents for giving time to fill up the research questionnaire. Finally, We would like to express our gratitude to all the people, who have supported us during the process. Ahmed Wasiful Alam H M Iftekhar Hasan Abstract: The importance of financial intermediaries in the development of the overall economy of the country cannot be described in short. From the inception of civilization the banking sector dominates the economic development of a country by mobilizing the savings from the general people and channeling those savings for investment and thus economic development and growth. With the emergence of banking sector in Bangladesh the government has also come through different activities to reform and revitalize this industry. The issues of marketing and......

Words: 9200 - Pages: 37

Premium Essay

Research Proposal of Customer Satisfaction

...creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied customers, a bank can easily measure the effectiveness of the business, its potential and position in the industries and the areas that are needed to polish and improve. But gathering a satisfied customer is not an overnight miracle but with the full of patience and bountiful of effort. It is a well known fact that no business can exist without customers. So they must be satisfied. More than any other, banking is a customer oriented services industry and Nepalese banks have started realizing that business depends on client service and the satisfaction of the customer. Customer satisfaction is the key factor for customer retention and thereby the banks success. So identifying and improving the factors that can limit the satisfaction of customer is the crucial step for the bank which wants to be a step forward than its competitors. Customer satisfaction is an ambiguous and applied concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against......

Words: 2501 - Pages: 11