To find out how bank service delivery affects customer satisfaction in the Nigerian banking sector. This is an empiri-cal study using mainly primary data collected through a well-structured questionnaire. ii .Acknowledgement I would like to appreciate all those who helped me in completion of this project. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Does your bank have core banking facility for the customers (a) Yes (b) No 13. The main objective of this study is to identify the most influential factors of customer satisfaction of mobile banking of second - generation banks. Banks use predominately one or more of four key measures. A STUDY ON CUSTOMER SATISFACTION IN ICICI BANK 1. The bank is grateful to you for availing its services and through this survey, we intend to serve you better by improving the way we cater to your banking … Empirical evidence also revealed that increase in PROFIT margin is a … How the Gramin Banks are bringing about a change in our villages? banking sector like operations, service quality, employee satisfaction, customer satisfaction, financing products, efficiency, financial performance are being studied by many researchers to better understand and serve the community at large (Arokiasamy, 2013). Customer Satisfaction Questionnaire Please give your opinion to questions below and tell us how content you are with Salzer Electric. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. data collection methods were questionnaires. IBPS Clerk Recruitment 2020-21 (CRP Clerks-X): Important Details and How to Apply 1.4 Statement of research hypotheses customer satisfaction and customer loyalty are defined and explained based on literature review. January 2015; DOI: 10.7763/JOEBM.2015.V3.264. For the past how many years you have account with this bank?8. 2016 Africa Banking Customer Satisfaction Survey Understanding what is important to individual customers and customer segments is key to understanding the future of banking in Africa. What do you feel about overall service quality of your bank. Do you use the service of alternative bank (a) Yes (b) No17. PDF | On Oct 12, 2016, Mohamed Sharif Bashir published QUESTIONNAIRE on customer satisfaction- Islamic Banking (1) | Find, read and cite all the research you need on ResearchGate banking sector in Slovakia and quantifi es changes in the area of customer satisfaction, which occurred during the fi nancial and economic crisis. Similarly, in chapter four methods of managing customer relationships are described. If the performance of a bank falls short of these expectations, the customer becomes dissatisfied. It would have been impossible without the effort of many individuals who assisted me directly or indirectly. Do you think that your bank caters all your banking needs? Empirical analysis are carried out by SPSS 18. Being the most popular educational website in India, we believe in providing quality content to our readers. Name :2. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. A bank customer satisfaction questionnaire is a tool which is used to measure the satisfaction level of the customers availing the services of a certain bank. ii DETERMINANTS OF CUSTOMER LOYALTY IN THE RETAIL BANKING SECTOR IN KENYA BY ISABELLA MANDUKU STUDENT ID NO: 636101 A Project Report submitted to the Chandaria School of Business in Partial Fulfillment of the Requirement for the … Please mark only one item per question. Tanzania, the convenience to ordinary bank customers in Tanzania and whether e-banking is secure enough for E-banking customers as well as the risks encountered by customers when using e-banking in Tanzania. International Journal of Business and Management Tomorrow 2: 1-8. Customer retention is an important element of banking strategy in today’s increasingly competitive environment where banks are not only competing with their peers but also with the non-banks and other financial institutions and the customer retention is possible only with the customer satisfaction. Occupation :4. Customer satisfaction research has been conducted through a questionnaire survey. This is model questionnaire on customer satisfaction in banking service. Absolutely no spam allowed. Details for filling in the questionnaire: 1. ©, A survey On Customer Satisfaction In Banking Services. Authors: Logasvathi Murugiah. (a) Yes (b) No7. 75% found this document useful (16 votes), 75% found this document useful, Mark this document as useful, 25% found this document not useful, Mark this document as not useful, Save Sample Questionnaire on Customer Satisfaction in B... For Later. (a)Excellent (b)very good (c)good (d)average (e)poor18. This questionnaire helps in understanding what is lacking in the service of the bank and also what are best features of the service provided. Toosi NM, Kohanali RA (2011) The study of airline service quality in the Qeshm free Zone by fuzzy logic. Title of thesis: Customer satisfaction in the banking sector: A study of Russian bank PAO "Sberbank" Supervisor(s): Anna Alapeteri Term and year when the thesis was submitted: Spring 2017 Number of pages: 42 The aim of the thesis is to measure the level of customer satisfaction for PAO “Sberbank”. Your comments and suggestions are welcome. The Result of Great Customer Satisfaction for Banks. Do you think your bank offers competitive interest rate (a) Yes (b) No16. When do you think of your bank what comes first in your mind (a)Personalised service (b)Wide branch network (c)Customer service (d)computerised banking (e)Core banking20. This is a strictly moderated site. Plain and simple, the result is better financial outcomes. RETAIL BANKING SECTOR IN KENYA BY ISABELLA MANDUKU UNITED STATES INTERNATIONAL UNIVERSITY SPRING 2013 . Which of the following facilities is given more importance in your bank (a)Loan facilities (b)O/D facilities (c)ATM facilities10. Customer satisfaction results from either the quality of banking services, quality of service, engagement of the customer, price factors and meeting or exceeding customers’ expectations, consuming products and services (Prabhakar, 2005). 2. The introduction of internet banking in to the banking sector is to bring customer satisfaction there by to enhance the banks‟ profitability. Do not include your name, "with regards" etc in the comment. The Return of the King: Book Three in the Lord of the Rings Trilogy, Year of Yes: How to Dance It Out, Stand In the Sun and Be Your Own Person, No More Mr. Nice Guy: A Proven Plan for Getting What You Want in Love, Sex and Life, I'll Be Gone in the Dark: One Woman's Obsessive Search for the Golden State Killer. Name of your Bank:6. Does your bank offers competitive service charges (a) Yes (b) No 15. about electronic banking services and its impact on customer satisfaction at Sudanese banks. Corporation Bank Recruitment Results 2011 - 2012 for Probationary Officer (PO's) - Check Now, IBPS Clerk Recruitment 2020-21 (CRP Clerks-X): Important Details and How to Apply, Importance Of Computer Course Certificate For Bank Jobs. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. Does your bank have listed its share in stock exchange (a) Yes (b) No (c)Not Aware12. A Study On Customer Satisfaction Of Commercial Banks:Case Study On State Bank Of India Amruth Raj Nippatlapalli Business Management,V.R.College,Vikrama Simhapuri University,India Abstract: Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Unless this technology bring increase customer satisfaction than the traditional brick and mortar branches customer may perceive as the same as different branches rather than a new means of delivery channels. Would you like to get the full Thesis from Shodh ganga along with citation details? A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. Universiti Utara Malaysia; Haitham Ahmed Akgam. Address :3. Being incredibly involved with customer satisfaction in the banking industry, we’ve seen firsthand how big of an impact it has for a bank’s financial success. In case you are not satisfied would you please give us any reasons in the … The method of the study Validity and reliability testing of questionnaire using SPSS Customer satisfaction is defined as … Write detailed comment, relevant to the topic. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . Customer Satisfaction in E-Banking Services C K Sunith Assistant Professor, Model Engineering College, Kochi-21, Kerala. Services Quality and Customer Satisfaction in the Banking Industries Published on October 14, 2014 October 14, 2014 • 49 Likes • 9 Comments If not, you never really know that your main value proposition is any better or any No HTML formatting and links to other web sites are allowed. Study of Customer Satisfaction in the Banking Sector in Libya . To identify which service/ activities, customers will regard as satisfactory in Nigerian banks. The study is based on primary data that has been collected through structured questionnaire filled by 300 respondents and study concludes that customers of public sector banks are more satisfied than customers of private banks. Your over all opinion about this survey (a)Satisfactory (b)Will yield result (c)looking forward for result, More articles: Customer Feedback Questionnaire Feedback Questions Banking AI AI Bank. Digital Marketing by SpiderWorks Technologies, Kochi - India. Does your bank conduct any recreation facilities for the customers (a) Yes (b) No11. The study started in The study started in January, 2017 and completed in December, 2017. The study involved (52.8%) males and (47.2%) female. Customer satisfaction is a significant issue for most marketers. First research has … This is model questionnaire on customer satisfaction in banking service. Please fill in the questionnaire completely. The results are two-fold. A survey On Customer Satisfaction In Banking Services1. Results also suggest positive word of mouth plays a major role in customer satisfaction. Would you recommend this bank to your friends,relatives, associates (a) Yes (b) No19. 1. Sample Questionnaire on Customer Satisfaction in Banks This questionnaire is administered to find out your satisfaction level in using the banks services. Over the past month, we received lots of questions about better defining what we mean when we talk customer satisfaction. The Good Egg Presents: The Great Eggscape! Following objectives are also support the principal report. ABSTRACT: Electronic Banking incorporates a variety of platforms such as internet banking, automated teller services and mobile phone banking to deliver banking products to the customer. 1.1 Objective of the Study Principal objective of preparing this paper is to find out the level of customer satisfaction of “One Bank Limited” in regarding to online banking services. To establish if there is a relationship between service delivery and customer loyalty in the Nigeria banking sector. Keywords: Customer satisfaction, online banking, ... For this purpose a questionnaire has been prepared using Likert Scale Method. Improving customer satisfaction and loyalty is the most important factor in maintaining, as well as increasing, market share. Annual Income :5. The Importance of Customer Satisfaction Questionnaire. Customer satisfaction surveys are your opportunity to learn more about not only your customer’s satisfaction levels, but also the banking industry and the choices your company makes to improve its attractiveness on the market. Maintaining Customer satisfaction remains a vital area in the banking sector, as it is a critical factor for the banks to achieve, to ensure they fulfil the desired results. Banking is a customer oriented services industry; therefore, customer satisfaction plays an important role in building a valuable banking organization. Study mainly followed a quantitative research methodology while structured questionnaire used as main data collection instrument. If your bank prides itself on service then it should be tracking satisfaction in some fashion in order to improve. The overall satisfaction of customers of private banks and public banks of Rohtak district in Haryana has been investigated in the present paper. Journal of Mathematics and Computer Science 2: 171-183. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. 1 EXECUTIVE SUMMARY Private Banking is a concept which is new and fast emerging in the world of banking where changes have become a necessity in order to survive in this competitive environment vis-à-vis not only from the public and private sector banks but also from foreign banks. If you have any questions or concerns regarding any content published here, feel free to contact us using the Contact link below. 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