Do you use the service of alternative bank (a) Yes (b) No17. A survey On Customer Satisfaction In Banking Services1. The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. It would have been impossible without the effort of many individuals who assisted me directly or indirectly. You’ll be able to explore your marketing efforts, the friendliness of your customer interactions, and more. 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. This is a strictly moderated site. Improving customer satisfaction and loyalty is the most important factor in maintaining, as well as increasing, market share. Over the past month, we received lots of questions about better defining what we mean when we talk customer satisfaction. 1.4 Statement of research hypotheses Banking is a customer oriented services industry; therefore, customer satisfaction plays an important role in building a valuable banking organization. What do you feel about overall service quality of your bank. 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). The study involved (52.8%) males and (47.2%) female. Universiti Utara Malaysia; Haitham Ahmed Akgam. ii .Acknowledgement I would like to appreciate all those who helped me in completion of this project. Sample Questionnaire on Customer Satisfaction in Banks This questionnaire is administered to find out your satisfaction level in using the banks services. 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. Your comments and suggestions are welcome. 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. 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. (a) Yes (b) No7. Occupation :4. The overall satisfaction of customers of private banks and public banks of Rohtak district in Haryana has been investigated in the present paper. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. If you have any questions or concerns regarding any content published here, feel free to contact us using the Contact link below. Annual Income :5. The results are two-fold. Which of the following facilities is given more importance in your bank (a)Loan facilities (b)O/D facilities (c)ATM facilities10. Authors: Logasvathi Murugiah. Do not include your name, "with regards" etc in the comment. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. Does your bank have listed its share in stock exchange (a) Yes (b) No (c)Not Aware12. 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. 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”. This questionnaire helps in understanding what is lacking in the service of the bank and also what are best features of the service provided. 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. This is an empiri-cal study using mainly primary data collected through a well-structured questionnaire. Empirical evidence also revealed that increase in PROFIT margin is a … To find out how bank service delivery affects customer satisfaction in the Nigerian banking sector. ©, A survey On Customer Satisfaction In Banking Services. The method of the study Validity and reliability testing of questionnaire using SPSS Results also suggest positive word of mouth plays a major role in customer satisfaction. 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 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. Customer Satisfaction in E-Banking Services C K Sunith Assistant Professor, Model Engineering College, Kochi-21, Kerala. The Good Egg Presents: The Great Eggscape! 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 … What kind of account do you maintain in this bank? Keywords: Customer satisfaction, online banking, ... For this purpose a questionnaire has been prepared using Likert Scale Method. 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. Address :3. Name of your Bank:6. International Journal of Business and Management Tomorrow 2: 1-8. 2. Service Quality & Customer Satisfaction A case study in Banking Sector Sara Qadeer November 2013 - Second Cycle Supervisor: Prof: Dr. Maria Malama . Does your bank conduct any recreation facilities for the customers (a) Yes (b) No11. Study of Customer Satisfaction in the Banking Sector in Libya . Plain and simple, the result is better financial outcomes. If the performance of a bank falls short of these expectations, the customer becomes dissatisfied. For the past how many years you have account with this bank?8. Name :2. (a)Excellent (b)very good (c)good (d)average (e)poor18. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. The Importance of Customer Satisfaction Questionnaire. IBPS Clerk Recruitment 2020-21 (CRP Clerks-X): Important Details and How to Apply Digital Marketing by SpiderWorks Technologies, Kochi - India. 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 … 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. Study mainly followed a quantitative research methodology while structured questionnaire used as main data collection instrument. 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). 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. Empirical analysis are carried out by SPSS 18. Journal of Mathematics and Computer Science 2: 171-183. data collection methods were questionnaires. January 2015; DOI: 10.7763/JOEBM.2015.V3.264. Does your bank have core banking facility for the customers (a) Yes (b) No 13. Banks use predominately one or more of four key measures. No HTML formatting and links to other web sites are allowed. To establish if there is a relationship between service delivery and customer loyalty in the Nigeria banking sector. This is model questionnaire on customer satisfaction in banking service. The study established a relationship between better banks performance in service delivery and customer satisfaction through effective customer relationship management (CRM). If your bank prides itself on service then it should be tracking satisfaction in some fashion in order to improve. The Result of Great Customer Satisfaction for Banks. The study started in The study started in January, 2017 and completed in December, 2017. If not, you never really know that your main value proposition is any better or any customer satisfaction and customer loyalty are defined and explained based on literature review. 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. banking sector in Slovakia and quantifi es changes in the area of customer satisfaction, which occurred during the fi nancial and economic crisis. 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. 1. about electronic banking services and its impact on customer satisfaction at Sudanese banks. Write detailed comment, relevant to the topic. 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. Do they charge unnecessarily for not maintain minimum balance in your account (a) Yes (b) No 14. Following objectives are also support the principal report. Please mark only one item per question. Services Quality and Customer Satisfaction in the Banking Industries Published on October 14, 2014 October 14, 2014 • 49 Likes • 9 Comments A STUDY ON CUSTOMER SATISFACTION IN ICICI BANK 1. In case you are not satisfied would you please give us any reasons in the … The introduction of internet banking in to the banking sector is to bring customer satisfaction there by to enhance the banks‟ profitability. Being the most popular educational website in India, we believe in providing quality content to our readers. Findings revealed that increase in the number of working days and number of bank branches led to better levels of customer satisfaction. Does your bank offers competitive service charges (a) Yes (b) No 15. 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