How to cite this paper: zhang, y (2015) the impact of brand image on consumer behavior: a literature review open brand image has a significant impact on customer satisfaction especially across the e-banking, landline, mobile phone, bank and supermarket industries  chang et al (2005) identified store infrastructure. The relationship between service quality and customer satisfaction: literature review the study investigates every service provided by libraries based on the theories of “service quality” and “customer satisfaction” literature reviews on relevant concepts are discussed in the following section in order to develop the research hypotheses service quality and customer satisfaction. Customer satisfaction on service quality in private commercial banking sector in bangladesh rashed al karim [assistant professor, school of business, east delta university, tabassum chowdhury [lecturer, school of business, east delta university] abstract: customer satisfaction is essential for the success of service firms like bank the quality of service has become an aspect of customer. Literature review the impact of service quality on customer satisfaction and customer loyalty in the context of banking sector is a widely discussed topic in the literature this section targets popular journals, magazines and various text books that contain fruitful information on various service quality dimensions as well as customer satisfaction and customer. , this paper is basically a literature review of banking industry and effect of it based services on customer satisfaction the study highlights customer.
Service quality delivery and its impact on customer satisfaction in the banking sector in malaysia. Retain existing ones and maximizetheir lifetime valuebanking sector is a customer-oriented servicewhere the customer is the key focus research is needed in such sector to understandcustomers’ need and attitude so as to build a long relationship with them customer international research journal of business and management. Service quality vs customer satisfaction in banking sector: a literature review article (pdf available) november 2013 with 7,965 reads.
Critical factors of customer satisfaction in ethiopian service sector hypothese s were developed based on literature review and applied to empirical data of ethiopians’ the findings of the an alysis showed that 36% customers of ethiopian service sector were dissatisfied with employees’ interaction skills furthermore another 47% of the. Service quality and customer satisfaction: quality on customer satisfaction in banking industry 20 research problem customer satisfaction and service quality are most important elements in achieving organizational goals organization tries to have constant customer satisfied with the service provided by it because of, service quality plays a pivotal role in determining customer. Impact of technological innovation in commercial banks in kenya: an evaluation of customer satisfaction presented by faith supervisor: a management research proposal submited in partial fulfilment of the requirement for the award of a degree in master of business administration (mba), school of business, university of nairobi.
This literature review presents, the banking technology definition and its characteristics in section one developments of banking technology in indian banking industry and its significance is dealt in section two of literature review different types of technological impact are studied from the literature and presented in the third section profit and cost efficiency literature. Journal of asian scientific research 2(10):548-561 548 an impact of employee satisfaction on customer satisfaction in service sector. International review of business research papers volume 6 number 4 september 2010 pp 145 - 156 e-banking and customers’ satisfaction in bangladesh: an analysis jannatul mawa nupur e-banking can provide speedier, faster and.
The impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty: evidence from banking sector of pakistan samraz hafeez szabist islamabad, pakistan bakhtiar muhammad faculty member szabist islamabad, pakistan abstract top organizations know that the road to success runs. Service innovation in banking industry: a literature survey rita komaladewi, marthin nanere, yuyus suryana and popy rufaidah the purpose of this article is to investigate service innovation in services industry based on the extensive literature review in which debates on several weaknesses and benefits of service innovation. Literary review of impact of technology on banking sector and customer satisfaction role of it in banking sector summary: the article presents a study which aims to analyze the role of information technology (it) in the banking industry based on the article, technological innovations have enabled the industry to open up efficient. Customer satisfacton literature 1 levesque, t and mcdougall, ghg (1996), the study investigated the major determinant of customersatisfaction and future behavioral intensions in the retail banking sector.
Impact of customers satisfaction and customers retention on customer loyalty inamullah khan abstract-the purpose of this study is to examine the importance of future customer™s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of pakistan questionnaires were distributed. Contemporary management research pages 105-116, vol 7, no 2, june 2011 effectiveness of customer relationship management on customer satisfaction in the commercial banks of taiwan.
Chapter- 2 review of literature 21 studies related to banks 22 studies related to customers 23 studies related to service quality 24 studies related to technology 41 42 chapter-ii review of literature to-day, we cannot think about the success of a banking system without information technology and communication it has enlarged the role of banking sector. By zairi (2000) emphasised that customer satisfaction had greatly affected business, its corporate image, and obtaining new customer bases through direct recommendations with respect to the quantitative benefits, a study was conducted in 1988 of a particular us bank regarding the impact of service quality improvement on performance. And it was found that core and relational performances had impact on customer satisfaction and there was negative relationship between customer expertise and customer satisfaction sureshchandar et al(2002)- the study examined relationship between service quality and customer satisfaction in indian banking sector these.
Study aims to investigate the impact of customer relationship marketing on customer satisfaction in banking industry in ksa and jordan an e-mail questionnaire was designed and sent to 500 hundred customers of arab bank in ksa and jordan, creating two sample pools of respondents a total of 151 of the collected. Literature review this chapter will give an overview of literature and models that are related to the research problem presented in the previous chapter in this chapter we will introduce the concepts of service quality, service quality model, service quality dimensions, e-service quality, customer satisfaction, satisfaction formation, the linkage between customer satisfaction. Customer’s satisfaction and improvement in banks profitability the study recommends effective management of technological innovation for improved employees performance, customer’s satisfaction, sustainable profit, increased return on investment, returns on equity, and to promote competitiveness in the nigerian banking industry keywords: technological innovation, customer’s satisfaction. Running head: customer satisfaction and consumer loyalty 1 a research proposal: the relationship between customer satisfaction and consumer.