Satisfaction of Bank Customes
Table of Content 1. Introduction 1.0 Background of the study 1.1. Aim 1.2. Problem statement 1.3. Research Questions 1.4. Research Objectives 1.5. Theoretical Framework 1.6. Justification of Study 1.7. Significant Study 1.8. Limitations of Study 1.9. Definition of Terms 2. Literature Review 3. Methodology 3.1. Research Design 3.2. Population Sample 3.3. Research Instruments 3.4. Reliability and Validity 3.5. Data Collection Procedures 3.6. Data Analysis 4. Findings and Discussion 5. Conclusion and Recommendation 6. References
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1.0 Background of The Study Our research introduces the phenomenon on the satisfaction of service quality in CIMB Bank. It consists of the background of study, problem statement, objectives of the researchers in carrying out the study and the importance of the study towards the service quality of the bank in which the study is conducted. Nowadays, customers all over the places are becoming more quality conscious. Hence, there had been an increase in customer demand for a higher quality service. As we all know, satisfaction is a process of retention and customer’s loyalty towards in contributing the growth of a businesses. In this financial service, satisfaction will be the primary focused to be considered. Like one may say, a high satisfaction level likely to pay a higher price for a service. Our study compelled that the bank are to provide an excellent services to their customer in order have a sustainable competitive advantage. According to Mary Osei-Poku (2012), service quality will remains critical in service industries as the businesses strive to maintain a competitive advantage in the marketplace and achieving customer satisfaction. Nevertheless, by establishing long-term customer relationship is like another point of view to generate a positive customer value on the bank service quality. Our study also has led to the
Page
2–3 3 3 3 3-4 4-5 5 6 6 6-7 8 - 11
12 12 13 13 - 14 14 14 - 15 15 - 31 31 - 33 34 - 37
1|Page
1.0 Background of The Study Our research introduces the phenomenon on the satisfaction of service quality in CIMB Bank. It consists of the background of study, problem statement, objectives of the researchers in carrying out the study and the importance of the study towards the service quality of the bank in which the study is conducted. Nowadays, customers all over the places are becoming more quality conscious. Hence, there had been an increase in customer demand for a higher quality service. As we all know, satisfaction is a process of retention and customer’s loyalty towards in contributing the growth of a businesses. In this financial service, satisfaction will be the primary focused to be considered. Like one may say, a high satisfaction level likely to pay a higher price for a service. Our study compelled that the bank are to provide an excellent services to their customer in order have a sustainable competitive advantage. According to Mary Osei-Poku (2012), service quality will remains critical in service industries as the businesses strive to maintain a competitive advantage in the marketplace and achieving customer satisfaction. Nevertheless, by establishing long-term customer relationship is like another point of view to generate a positive customer value on the bank service quality. Our study also has led to the