Customer service quality and customer service expectations in banking sector. Abstract This research explores the relationships between service quality‚ customer involvement and customer satisfaction in the highly competitive banking sector. The study sought to identify the most important attributes in bank settings‚ which may be used to review characteristics of the banks as experienced by customers. The main aim is to find out customer service quality performed by banks at present and expectations
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of every individual’s life. When the business and commerce tend to be on the electronic nodes‚ it covers any form of business including banking. Modern banks have to be well-versed in Information Technology –its users and applications. Banking divisions have to be IT based‚ with the spread of digital economy. E-banking is more of a science and art. E-banking is knowledge-based and mostly scientific in using electronic devices of the computer revolution. Banks play an important role in the
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1.1Customer Satisfaction What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who: •Has a direct relationship with‚ or is directly affected by your agency and •Receives or relies on one or more of your agency’s services
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for the author to know the factors that affecting customer satisfaction and loyalty in order to provide better service quality for the customers. Also‚ this is for substantial development in her future career path. These are the reason behind for choosing the topic in this section. The author chooses service quality and customer satisfaction as a core study because service quality is a diving force leading to customer satisfaction. To keep customer by satisfying them to build loyalty can lead to
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DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura‚ 2001). 2. Furthermore‚ the satisfied customers will probably talk to others about their good experiences. This fact‚ especially in the Middle Eastern cultures‚ where the social life has been shaped in a way that social communication with other people enhances the society‚ is more important (Jamal & Naser‚ 2002). 3. Customer satisfaction leads to repeat
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Achievement motivation: 9 COGNITIVE THEORY: 10 Goal-setting theory 10 Models of behavior change : 10 Other motivational theories 10 JOB SATISFACTION 12 LITERATURE REVIEW: 14 PRESENT STUDY: 25 METHODOLOGY 26 LIMITATION 28 OBSERVATION AND FINDING 28 CONCLUSION 28 BIBLIOGRAPHY 29 INTRODUCTION: This is a descriptive study looking into the impact of motivation on job satisfaction. The management dilemma in many organizations in today’s fast paced technological environment is how managers can improve the motivation
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THE LEGAL FRAMEWORK OF NON-INTEREST BANKING IN NIGERIA BY AISHA‚ MAHMOUD H. DEPARTMENT OF ACCOUNTING AHMADU BELLO UNIVERSITY‚ ZARIA AND OMOLOLA‚ ADEGBENGA O. DEPARTMENT OF ACCOUNTING AHMADU BELLO UNIVERSITY‚ ZARIA DECEMBER‚ 2012 Abstract A Central Bank (CB) in any economy is regarded as the apex regulatory institution of the Banking Sector and indeed the entire financial system. This is in view of the fact that it is empowered by law to (amongst others functions)
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Communications (GSM). Communication without doubt is a major driver of any economy. Emerging trends in socio-economic growth shows a high premium being placed on information and communication technology (ICT) by homes‚ organizations‚ and nations. Nigeria is not left out in this race for rapid development as the nation’s economy has been subjected to years of economic reversal via mismanagement and bad leadership. The Nigerian telecommunications sector was grossly underdeveloped before the sector was
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AN EMPIRICAL ANALYSIS OF THE IMPACT OF TRADE ON ECONOMIC GROWTH IN NIGERIA AN EMPIRICAL ANALYSIS OF THE IMPACT OF TRADE ON ECONOMIC GROWTH IN NIGERIA MIKE I. OBADAN DEPARTMENT OF ECONOMICS AND STATISTICS UNIVERSITY OF BENIN BENIN CITY AND OKOJIE‚ I. ELIZABETH DEPARTMENT OF ECONOMICS AND STATISTICS UNIVERSITY OF BENIN BENIN CITY ABSTRACT Many economists generally agree that openness to international trade accelerates development. The relationship between trade and growth is envisaged through
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Review and Critique on Customer Satisfaction LIU Huiqun1‚ ZHAO Xin2 1. School of Economics‚ Tianjin University of Commerce‚ Tianjin‚ China‚ 300134 2. Department of Economics and Management‚ Dezhou Vocational and Technological College‚ Dezhou‚ China‚ 253000 huiqunliu@tjcu.edu.cn Abstract: The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper
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