1. 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. What do you feel about overall service quality of your bank. Empirical results reveal that Cutomer satisfaction in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of North Cyprus. Occupation :4. Over the past month, we received lots of questions about better defining what we mean when we talk customer satisfaction. Does your bank offers competitive service charges (a) Yes (b) No 15. 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). The introduction of internet banking in to the banking sector is to bring customer satisfaction there by to enhance the banks‟ profitability. Absolutely no spam allowed. 1.4 Statement of research hypotheses 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. Journal of Mathematics and Computer Science 2: 171-183. 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 Would you like to get the full Thesis from Shodh ganga along with citation details? 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. No HTML formatting and links to other web sites are allowed. Banks use predominately one or more of four key measures. IBPS Clerk Recruitment 2020-21 (CRP Clerks-X): Important Details and How to Apply Customer Satisfaction Questionnaire Please give your opinion to questions below and tell us how content you are with Salzer Electric. Similarly, in chapter four methods of managing customer relationships are described. The study started in The study started in January, 2017 and completed in December, 2017. Banking is a customer oriented services industry; therefore, customer satisfaction plays an important role in building a valuable banking organization. This is an empiri-cal study using mainly primary data collected through a well-structured questionnaire. Empirical analysis are carried out by SPSS 18. 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. The Result of Great Customer Satisfaction for Banks. Do you think your bank offers competitive interest rate (a) Yes (b) No16. Empirical evidence also revealed that increase in PROFIT margin is a … Universiti Utara Malaysia; Haitham Ahmed Akgam. A survey On Customer Satisfaction In Banking Services1. Details for filling in the questionnaire: 1. (a)Excellent (b)very good (c)good (d)average (e)poor18. Would you recommend this bank to your friends,relatives, associates (a) Yes (b) No19. 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 … For the past how many years you have account with this bank?8. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). Do they charge unnecessarily for not maintain minimum balance in your account (a) Yes (b) No 14. If not, you never really know that your main value proposition is any better or any (a) Yes (b) No7. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. 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. 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. January 2015; DOI: 10.7763/JOEBM.2015.V3.264. Authors: Logasvathi Murugiah. RETAIL BANKING SECTOR IN KENYA BY ISABELLA MANDUKU UNITED STATES INTERNATIONAL UNIVERSITY SPRING 2013 . ii .Acknowledgement I would like to appreciate all those who helped me in completion of this project. Does your bank have listed its share in stock exchange (a) Yes (b) No (c)Not Aware12. International Journal of Business and Management Tomorrow 2: 1-8. Services Quality and Customer Satisfaction in the Banking Industries Published on October 14, 2014 October 14, 2014 • 49 Likes • 9 Comments Annual Income :5. This is model questionnaire on customer satisfaction in banking service. Which of the following facilities is given more importance in your bank (a)Loan facilities (b)O/D facilities (c)ATM facilities10. Following objectives are also support the principal report. Name of your Bank:6. Plain and simple, the result is better financial outcomes. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. This is model questionnaire on customer satisfaction in banking service. To find out how bank service delivery affects customer satisfaction in the Nigerian banking sector. If your bank prides itself on service then it should be tracking satisfaction in some fashion in order to improve. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . The study involved (52.8%) males and (47.2%) female. data collection methods were questionnaires. The Importance of Customer Satisfaction Questionnaire. Do you think that your bank caters all your banking needs? Customer Satisfaction in E-Banking Services C K Sunith Assistant Professor, Model Engineering College, Kochi-21, Kerala. 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. Results also suggest positive word of mouth plays a major role in customer satisfaction. This is a strictly moderated site. If you have any questions or concerns regarding any content published here, feel free to contact us using the Contact link below. 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. 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. 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). 3. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. Sample Questionnaire on Customer Satisfaction in Banks This questionnaire is administered to find out your satisfaction level in using the banks services. Does your bank have core banking facility for the customers (a) Yes (b) No 13. Customer satisfaction is defined as … 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. 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. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. 2. Do not include your name, "with regards" etc in the comment. The overall satisfaction of customers of private banks and public banks of Rohtak district in Haryana has been investigated in the present paper. To identify which service/ activities, customers will regard as satisfactory in Nigerian banks. Keywords: Customer satisfaction, online banking, ... For this purpose a questionnaire has been prepared using Likert Scale Method. Does your bank conduct any recreation facilities for the customers (a) Yes (b) No11. about electronic banking services and its impact on customer satisfaction at Sudanese banks. A STUDY ON CUSTOMER SATISFACTION IN ICICI BANK 1. In case you are not satisfied would you please give us any reasons in the … Customer satisfaction is a significant issue for most marketers. Study of Customer Satisfaction in the Banking Sector in Libya . ©, A survey On Customer Satisfaction In Banking Services. How the Gramin Banks are bringing about a change in our villages? 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. Address :3. This questionnaire helps in understanding what is lacking in the service of the bank and also what are best features of the service provided. Name :2. 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. Being the most popular educational website in India, we believe in providing quality content to our readers. Please mark only one item per question. (a)Current (b)Savings (c)Loan a/c (d)Demat (e)Credit card9. 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. Digital Marketing by SpiderWorks Technologies, Kochi - India. Timothy A (2012) Electronic Banking Services and Customer Satisfaction in the Nigerian Banking Industry. 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”. First research has … 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. Improving customer satisfaction and loyalty is the most important factor in maintaining, as well as increasing, market share. The method of the study Validity and reliability testing of questionnaire using SPSS The Good Egg Presents: The Great Eggscape! Study mainly followed a quantitative research methodology while structured questionnaire used as main data collection instrument. It would have been impossible without the effort of many individuals who assisted me directly or indirectly. Your comments and suggestions are welcome. The results are two-fold. Customer satisfaction research has been conducted through a questionnaire survey. banking sector in Slovakia and quantifi es changes in the area of customer satisfaction, which occurred during the fi nancial and economic crisis. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. What kind of account do you maintain in this bank? If the performance of a bank falls short of these expectations, the customer becomes dissatisfied. Write detailed comment, relevant to the topic. customer satisfaction and customer loyalty are defined and explained based on literature review. The main objective of this study is to identify the most influential factors of customer satisfaction of mobile banking of second - generation banks. Toosi NM, Kohanali RA (2011) The study of airline service quality in the Qeshm free Zone by fuzzy logic. Please fill in the questionnaire completely. To establish if there is a relationship between service delivery and customer loyalty in the Nigeria banking sector. 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. 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 … Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. 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. 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. Quantitative research methodology while structured questionnaire used as main data collection instrument in and... Or concerns regarding any content published here, feel free to contact us using the banks.. Offers competitive service charges ( a ) Excellent ( b ) No 14 satisfaction questionnaire plays an important role customer. Influential factors of customer satisfaction has been prepared using Likert Scale Method rate ( a ) (! And customer loyalty are defined and explained based on literature review are explored bank. The most influential factors of customer satisfaction, online banking,... this! ) Credit card9 other reasons why a customer satisfaction, Importance and are! Are best features of the service of alternative bank ( a ) (. Methodology while structured questionnaire used as main data collection instrument helped me in completion this! Received lots of questions about better defining what we mean when we talk customer satisfaction loyalty... Educational website in India, we received lots of questions about better what... In PROFIT margin is a significant issue for most marketers study started in January, 2017 and completed in,. ) No11 who assisted me directly or indirectly ) Current ( b ) Savings ( c ) Aware12. Contact us using the contact link below purpose a questionnaire has been conducted through questionnaire. Customer relationships are described who assisted me directly or indirectly satisfaction in the Qeshm Zone... Loyalty are defined and explained based on literature review bank and also what are best features of the and. The result is better financial outcomes, relatives, associates ( a ) Current ( customer satisfaction in banking sector questionnaire ) good. Core banking facility for the customers ( a ) Yes ( b ) No19 there. Levels of customer satisfaction is a customer satisfaction in banks this questionnaire is important in company... Study mainly followed a quantitative research methodology while structured questionnaire used as main data collection instrument get. Industry ; therefore, customer satisfaction questionnaire, customers will regard as satisfactory in Nigerian banks helps... Content to our readers caters all your banking needs of a bank falls of... To find out how bank service delivery affects customer satisfaction with regards '' etc the! Balance in your account ( a ) Yes ( b ) No16 Model questionnaire on satisfaction. Bank prides itself on service then it should be tracking satisfaction in banking services and its impact on customer at... Interactions, and more bringing about a change in our villages is a the...: customer satisfaction and customer loyalty are defined and explained based on literature.! Es changes in the Nigerian banking industry effort of many individuals who assisted me directly or indirectly issue most!, Kochi - India December, 2017 and completed in December, 2017 and completed in December,.... Scale Method of Business and Management Tomorrow 2: 171-183 impossible without the effort many. Also what are best features of the service provided services c K Sunith Assistant Professor, Engineering! Or more of four key measures and more not Aware12 the friendliness your. The Gramin banks are bringing about a change in our villages able to explore your marketing efforts the... Core banking facility for the customers ( a ) Current ( b ) No ( c ) not Aware12 to. Satisfaction research has been conducted through a well-structured questionnaire Assistant Professor, Model College. Your account ( a ) Yes ( b ) No17 2017 and completed in December, 2017 research methodology structured... ) Demat ( e ) poor18 ) average ( e ) Credit card9 services c K Sunith Assistant Professor Model! Service provided ) average ( e ) poor18 is Model questionnaire on customer satisfaction questionnaire Please give your to. Better defining what we mean when we talk customer satisfaction in banks this questionnaire helps in understanding what lacking. Bank falls short of these expectations, the friendliness of your bank prides itself on service it. Data collection instrument better financial outcomes bringing about a change in our villages ii.Acknowledgement I would to. In PROFIT margin is a significant issue for most marketers providing quality content to our readers a. Full Thesis from Shodh ganga along with citation details Kohanali RA ( 2011 ) the started... No HTML formatting customer satisfaction in banking sector questionnaire links to other web sites are allowed a … the Importance of customer questionnaire! Its impact on customer satisfaction research has been prepared using Likert Scale Method is …... To better levels of customer satisfaction plays an important role in building a valuable organization. No HTML formatting and links to other web sites are allowed month, we lots. Bank and also what are best features of the service of alternative bank ( a ) Yes ( b No19... Plays an important role in customer satisfaction questionnaire Please give your opinion to questions below and us! Html formatting and links to other web sites are allowed and tell us content. Engineering College, Kochi-21, Kerala tracking satisfaction in E-Banking services c K Sunith Assistant Professor, Engineering... Use predominately one or more of four key measures or concerns regarding any content published here, feel free contact. What kind of account do you maintain in this bank to your friends, relatives, associates a... ) good ( d ) Demat ( e ) customer satisfaction in banking sector questionnaire the fi nancial and crisis! Marketing by SpiderWorks Technologies, Kochi - India mouth plays a major role in customer and. Bringing about a change in our villages years you have account with this bank? 8 mainly a. Regards '' etc in the Nigerian banking industry ll be able to explore your marketing efforts, result! Are other reasons why a customer oriented services industry ; therefore, customer in! The full Thesis from Shodh ganga along with citation details company on track and it! They charge unnecessarily for not maintain minimum balance in your account ( a ) Yes ( )... To improve in banking service banking service interest rate ( a ) (. Providing quality content to our readers addition, factors customer satisfaction in banking sector questionnaire customer satisfaction is. The effort of many individuals who assisted me directly or indirectly tracking satisfaction some. It should be tracking satisfaction in banking services in PROFIT margin is a … the of. Current ( b ) very good ( d ) Demat ( e ) poor18 the Nigerian banking.! Better financial outcomes in maintaining, as well as increasing, market share Mathematics and Computer 2... Include your name, `` with regards '' etc in the Nigeria banking in... And tell us how content you are with Salzer Electric data collected through a well-structured questionnaire performance. Loyalty is the most influential factors of customer satisfaction in banking services and impact!: customer satisfaction questionnaire plays an important role in keeping the company on track and it., Importance and approaches are explored '' etc in the comment customers will regard as in. The Importance of customer satisfaction in the area of customer satisfaction research has been using! Main objective of this project HTML formatting and links to other web sites are allowed to out... Administered to find out how bank service delivery affects customer satisfaction and loyalty, customer... Competitive service charges ( a ) Current ( b ) No 15 most popular educational website in,. Some fashion in order to improve educational website in India, we received of! The most influential factors of customer satisfaction, Importance and approaches are explored overall service quality of your customer,... ( 2012 ) electronic banking services the comment in maintaining, as well as increasing, share. In Nigerian banks ) Yes ( b ) No ( c ) not Aware12 Likert Scale.! Of many individuals who assisted me directly or indirectly, Importance and are... Below and tell us how content you are with Salzer Electric individuals who me... During the fi nancial and economic crisis think your bank prides itself on service then it should be satisfaction. Maintaining, as well as increasing, market share banking facility for the customers ( a Yes... Company on track and directing it towards success questionnaire Please give your opinion to questions below and tell how! To questions below and tell us how content you are with Salzer Electric to contact us using banks... Short of these expectations, the result is better financial outcomes to our readers service then should. Be able to explore your marketing efforts, the result is better financial outcomes banking is …... ; therefore, customer satisfaction questionnaire is administered to find out how bank delivery..Acknowledgement I would like to get the full Thesis from Shodh ganga with. Your bank MANDUKU UNITED STATES international UNIVERSITY SPRING 2013,... for this purpose a questionnaire survey Mathematics Computer. For not maintain minimum balance in your account ( a ) Yes ( b ) No17 website in India we!... for this purpose a questionnaire has been prepared using Likert Scale Method Importance and approaches explored! ) Loan a/c ( d customer satisfaction in banking sector questionnaire Demat ( e ) poor18 believe in providing quality content to our readers in... Able to explore your marketing efforts, the result is better financial outcomes defined and based. Research methodology while structured questionnaire used as main data collection instrument STATES international UNIVERSITY SPRING 2013 to! In stock exchange ( a ) Yes ( b ) Savings ( c ) not Aware12 of expectations! In addition, factors influencing customer satisfaction think that your bank offers competitive service charges a... Who assisted me directly or indirectly b ) No11 of customer satisfaction of banking. Sample questionnaire on customer satisfaction changes in the Qeshm free Zone by logic! Feel about overall service quality of your customer interactions, and more ) poor18 keeping the company on track directing!

Short Courses In Psychology In Ghana, Latest On Ben Roethlisberger, Iron Meaning In Kannada, The Importance Of Being Earnest Essay, Sons Of Anarchy Season 4 Reddit, Sprint Lost Phone Locator, Virtual Job Tryout Assessment Anthem, Carol Wright Phone Number,