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Determinants of customer satisfaction of banking industry in Bangladesh

Uddin, Mohammed Belal; Akhter, Bilkis - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 6 (2012) 2, pp. 242-256

satisfaction. Bank managers are recommended to formulate operations and marketing strategies that focus on desires of customers to …

Persistent link: https://www.econbiz.de/10011938313

Measuring service quality: The opinion of Europeans about utilities

Ferrari, Pieralda A.; Salini, Silvia - 2008

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

Persistent link: https://www.econbiz.de/10010270942

The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process

Prevo, Olaf; Leunisse, Patrick; Roest, Henk - 1999

In this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit...

Persistent link: https://www.econbiz.de/10010324525

Das Ombudsmannverfahren des Bundesverbandes deutscher Banken im Lichte von Kundenzufriedenheit und Kundenbindung

Körnert, Jan; Wolf, Cornelia - 2002

werden, ob sich die mit der Einführung des Ombudsmannverfahrens verbundenen Hoffnungen auf eine größere Kundenzufriedenheit …

Persistent link: https://www.econbiz.de/10010305689

Lack of pupils in German riding schools? A causal-analytical consideration of customer satisfaction in children and adolescents

Kayser, Maike; Gille, Claudia; Suttorp, Katrin; … - 2012

to manage themselves sustainably. The present study has, therefore, investigated the various factors which influence …

Persistent link: https://www.econbiz.de/10010307734

Enhancing consumers' self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction

Dandis, Ala' Omar; Wright, Len Tiu; Wallace-Williams, … - In: Cogent Business & Management 8 (2021) 1, pp. 1-25

The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local...

Persistent link: https://www.econbiz.de/10014001661

The interrelationship between internal marketing, employee perceived quality and customer satisfaction: A conventional banking perspective

De Bruin, Leigh; Roberts-Lombard, Mornay; De … - In: Cogent Business & Management 8 (2021) 1, pp. 1-29

This study explores how internal marketing influences employees' perceived ability to deliver service quality in the conventional banking industry in Oman. The influence of employee perceived service quality on customer satisfaction is also established. Data was obtained from retail banking...

Persistent link: https://www.econbiz.de/10014001702

Can blockchain payment services influence customers' loyalty intention in the hospitality industry? A mediation assessment

Al Karim, Rashed; Rabiul, Md Karim; Ishrat, Mahima; … - In: Administrative Sciences 13 (2023) 3, pp. 1-17

This study analyzes the impact of blockchain mobile payment services on customer loyalty intention through the mediating role of service quality, privacy and security, and customer satisfaction in the Bangladeshi hospitality industry. Data were collected through a survey using a structured...

Persistent link: https://www.econbiz.de/10014333229

Factors affecting satisfaction and intention to repurchase retail banking services in Vietnam

Thuy, Dao Cam; Quang, Nguyen Ngoc - In: Cogent Business & Management 9 (2022) 1, pp. 1-20

factors affecting satisfaction and intention to repurchase retail banking (RB) services. This study builds and validates the … Structured Equation Model (SEM) to assess the causal effect of factors such as service quality, brand reputation and customer … customers have shown that 6 factors affect positively the intention of individual customers to repurchase banking services. In …

Persistent link: https://www.econbiz.de/10014505767

Examining the effect of electronic banking service quality on customer satisfaction and loyalty: An implication for technological innovation

Ayinaddis, Samuel Godadaw; Taye, Birhan Ambachew; … - In: Journal of Innovation and Entrepreneurship 12 (2023) 1, pp. 1-18

logistic regression were employed to analyze the quantitative data. The results confirmed a significant effect of the variables …, based on the findings of this study, it is recommended that banks should focus on the factors related to responsiveness …

Persistent link: https://www.econbiz.de/10014519595