The study also explores that empathy, reliability, and responsiveness have more contribution to satisfy the customers of Bank Islam online banking service. If the TCSI modelwhich was adjusted from the ACSI model, can explain consumer behaviour as , Internet banking customers ranked responsiveness as the highest since customers interact with the bank in an online environment, where they are exposed to many fraudulent activities. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. questionnaire and interview to get the specific data in the range of are, ... adopt and follow the internet banking service and decrease the cost and ... make a facility to foreign banks to investment inside the country and provide a developer service. High value-added content is essential. services supplied by a company meet or surpass customer expectation. In conclusion, the research reveals that the current service level of Trivsel can be marked as positive and customers are very satisfied with the service. These three digital devices offer different interfaces and choices to customers, with telephone banking being the earliest. RESEARCH MODEL The aim of this study was to examine the impact of seven internet banking service quality dimensions on customer satisfaction by the bank (see Figure 1). Guriting & Ndubisi, 2006; Nor, The results also propose that demographic factors impact significantly internet banking behavior, specifically, occupation and age. However, improvement on certain things should be done in Dissatisfaction from your consumers about your products will always lead to a risk of sales and revenues. service quality dimensions for customer satisfaction in e-banking [13]. There have been fragmented studies in DB, with authors studying The major instrument for the data collection was a questionnaire that was designed on a 5-point Likert scale to be able to collect good quantitative data. In service marketing literature, service quality is generally defined as the overall assessment of a service by the customers, (Eshghi et al., 2008, p.121) or the extent to which a service meets customer’s needs or expectations, Asubonteng et al., (1996). IV. The goal of this research is to determine the way for assessing the level of corporate customer satisfaction with banking services, and the intra-bank procedure for … banking services facilitate good customer services, which retain customers (Martins et al., 2014). Technology acceptance, especially internet banking acceptance has become a vital issue in the business world today. So, the two objectives of the study are the following: Determine the dimensions of the online service quality in Greek banking sector. Marketing strategies focus on maximum customer satisfaction. Customer satisfaction of mobile banking has being extensible studied over this scoping period of this research, Geetha and Vinay used an empirical survey to study value-added to technology-savvy customers, the research indicated that financial security, education and training, connectivity and reliability were the most assertive factors influencing the value added to the customers satisfaction . Internet banking service as well as examine the relationship between Internet banking service, customer adoption and customer satisfaction. Musiime and Ramadhan argued that the factors that influence consumer adoption of Internet banking services and found positive relationship between internet banking service, customer adoption and customer satisfaction in Uganda, Africa [11]. To better generalize the study results, further research could be performed with same concepts but in different service areas i.e. internet service quality and customer satisfaction for the Greek banking sector. E-banking service quality on customer satisfaction, at the same time, to measure the moderating role of customer trust on the main relationship. methodology (customer surveys, questionnaire) to know about customer’s perspective on quality and satisfaction. Customers expect their banks to handle such situations and get prompt customer service during banking … Parasuraman et al., (1985) define service quality as “The discrepancy between Judgmental and convenience sampling was used and various kinds of internet banking customers were approached in New Delhi. XIX – 2016, No 2 APPLYING SERVQUAL TO THE BANKING INDUSTRY Andreas P. Kakouris University of the Aegean, Panagiotis K. Finos Hellenic Open University ABSTRACT This empirical study examines the service quality perceptions of customers of the This relationship is illustrated in Graph 1 below. Improving customer satisfaction and loyalty is the most important factor in maintaining, as well as increasing, market share. A study on customer opinion towards net banking services with reference to various private sector banks. Table 3 depicts the response of obtained from the surveyed banks’ banking services depends mainly on people acceptance.The major finding is that although e-banking customers more or less have some common characteristics, they differ across different types of e-banking services. A number of studies agree on the importance of customer adoption and full utilization of internet banking services as the key factors for banks to achieve the benefits from launching this channel (eg. Hypothesis 9 (H9): There is a negative relationship between customer complaints and customer loyalty on the use of online banking service offered by the commercial banks. Your participation in this survey is greatly appreciated. Banking is a customer oriented services industry; therefore, customer satisfaction plays an important role in building a valuable banking organization. customers. The private sector banks provide various utility services of net banking facilities to their customers. Taft, Jeanette (2007) pointed out … were gathered through a questionnaire with 21 customers. customer’s opinions in the end. On a scale of 1 to 5 (low to high), how would you rate your knowledge of all the banking services available through (Single Coding for each option): Rating Scale Special attention is paid to corporate clients. Services Quality and Customer Satisfaction in the Banking Industries Published on October 14, 2014 October 14, 2014 • 49 Likes • 9 Comments insurance companies or telecommunication industry. "Banking in India originated in the last decades of the 18th century. customers have different perception toward the e-banking services. EAST-WEST Journal of ECONOMICS AND BUSINESS 57 Journal of Economics and Business Vol. Q19. The design and development of this questionnaire was based on an initial pretested survey distributed to a sample consisting of (56) customers of Jordan Banks. Design/Methodology/Approach: An exploratory survey with the help of a Likert based questionnaire was conducted to investigate the impact of Internet Banking service quality on customer satisfaction in New Delhi. 1 CUSTOMER SATISFACTION MEASUREMENT IN THE PRIVATE BANK SECTOR G. Mihelis(1), E. Grigoroudis(2), Y. Siskos(2), Y. Politis(2) and Y. Malandrakis(2) (1) Commercial Bank of Greece Sofokleous 11, 10235 Athens, GREECE (2) Technical University of Crete Decision Support Systems Laboratory University Campus, 73100 Chania, GREECE Abstract Customer satisfaction … Finally, this paper suggests that an understanding about the customer’s perception regarding the e-banking services of The purpose of this study is to analyze the satisfaction level of the customer towards net banking services. Internet Banking Questionnaire This survey is designed to understand Internet users’ perspectives on Internet banking, their experience with Internet banking, and their expectations of Internet banking services. customer loyalty on the use of online banking service offered by the commercial banks. Mobile Banking Questionnaire – USERS 9 of 14 Section E. Financial Literacy Say: I would now like to ask you something about your knowledge of financial services. FREE 10+ Customer Satisfaction Surveys in PDF | MS Word In business, knowing your customers’ reviews about your products and services are always important. This research depends on a questionnaire as the main instrument to measure research variables; a sample of … Only summary measures and conclusions from this survey will be reported. The study aimed to identify most popular electronic banking services among customers. E-banking was adopted by banks so as to improve their service delivery, decongest queues in the banking hall, enable customers withdraw cash 24/7, aid international payment and remittance, track personal banking transaction, request for online statement, or even transfer deposit to … Customer service being an integral part of banking, the study also focused on the satisfaction of customers utilising E-Banking services. For internet banking service, is mean the content that bank provide to customers through website. The questionnaire was distributed to the customers of Trivsel over a period of one month. The study shows that these dimensions are good to measure the relationship between online service and customer satisfaction. teller services and mobile phone banking to deliver banking products to the customer. The Impact of E-banking on Customer Satisfaction Page 6 of 13 Researches conducted in some countries on customers’ perception of and reaction to electronic banking products and services, and others on customer satisfaction concluded that the few e …