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The conclusion he arrived at was that perceived value, brand perception, cost effectiveness, easiness to use, convenience, problem handling skills, security and responsiveness are some of the factors affecting customer satisfaction in E-Banking all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there · This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. This paper is based on extensive literature review and attempts to investigate how the Author: Munish Kumar
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The conclusion he arrived at was that perceived value, brand perception, cost effectiveness, easiness to use, convenience, problem handling skills, security and responsiveness are some of the factors affecting customer satisfaction in E-Banking unformatted text preview: online banking and customer satisfaction importance of the topic • online banking is an online system which allows customers to plug into a host of banking services from a personal computer by connecting wires • online banking is a worthwhile topic to study so that the quality of services in moroccan banking sector can Customer satisfaction at banking industry. The second chapter discusses the literal review. Related work and theories of different authors is discussed to explain the purpose and to answer the research problems of the study case. The review focuses on the overview of the concept of quality, concept of service, service quality, service quality
REVIEW OF LITERATURE Aurora and Malhotra () studied the level of customer satisfaction and marketing strategies in both private and public sector banks in India. It revealed six factors of customer satisfaction in public sector banks viz, routine operations, price, situational environmental technology and interaction all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there results revea l that Cutomer satisfacti on in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of
REVIEW OF LITERATURE Aurora and Malhotra () studied the level of customer satisfaction and marketing strategies in both private and public sector banks in India. It revealed six factors of customer satisfaction in public sector banks viz, routine operations, price, situational environmental technology and interaction Service Quality Versus Customer Satisfaction in Banking Sector: A Literature Review Sunayna* All banks in India offer similar services but are different in terms of service quality. This paper analyzes the literature regarding service quality and customer satisfaction in the retail banking industry, and explains the relationship between Estimated Reading Time: 11 mins · This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. This paper is based on extensive literature review and attempts to investigate how the Author: Munish Kumar
Customer satisfaction at banking industry. The second chapter discusses the literal review. Related work and theories of different authors is discussed to explain the purpose and to answer the research problems of the study case. The review focuses on the overview of the concept of quality, concept of service, service quality, service quality Service Quality Versus Customer Satisfaction in Banking Sector: A Literature Review Sunayna* All banks in India offer similar services but are different in terms of service quality. This paper analyzes the literature regarding service quality and customer satisfaction in the retail banking industry, and explains the relationship between Estimated Reading Time: 11 mins all e-banking customers, customer satisfaction is affected not only by banks’ service quality, but also by their cultural features (Levesque and McDougall, ). E-banking in developing countries grows rapidly in the past decade (Akinci et al., ). Their research indicates that for consumers’ attitudes and adoption towards e-banking, there
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