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Author : Maarten Jan Terpstra
Publisher :
ISBN 13 : 9789053351710
Total Pages : 220 pages
Book Rating : 4.3/5 (517 download)
Download or read book On the Meaning of Customer Satisfaction written by Maarten Jan Terpstra and published by . This book was released on 2008 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Thomas M. Bloch
Publisher :
ISBN 13 :
Total Pages : 148 pages
Book Rating : 4.3/5 (512 download)
Download or read book Services Marketing in a Changing Environment written by Thomas M. Bloch and published by . This book was released on 1985 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Peter M. Nardi
Publisher : Routledge
ISBN 13 : 131726097X
Total Pages : 269 pages
Book Rating : 4.3/5 (172 download)
Download or read book Doing Survey Research written by Peter M. Nardi and published by Routledge. This book was released on 2015-11-17 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: The significantly updated third edition of this short, practical book prepares students to write a questionnaire, generate a sample, conduct their own survey research, analyse data, and write up the results, while learning to read and interpret excerpts from published research. It combines statistics and survey research methods in a single book.
Author : Laly Antoney
Publisher : Prem Jose
ISBN 13 : 1711053279
Total Pages : pages
Book Rating : 4.7/5 (11 download)
Download or read book Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study written by Laly Antoney and published by Prem Jose. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author : Harlan E. Spotts
Publisher : Springer
ISBN 13 : 3319117793
Total Pages : 340 pages
Book Rating : 4.3/5 (191 download)
Download or read book Marketing, Technology and Customer Commitment in the New Economy written by Harlan E. Spotts and published by Springer. This book was released on 2014-11-03 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume includes the full proceedings from the 2005 Academy of Marketing Science (AMS) Annual Conference held in Tampa, Florida, entitled Marketing, Technology and Customer Commitment in the New Economy. It include papers aimed to create awareness of the issues, trends, and advances associated with current global marketing challenges. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.
Author : A. Omarini
Publisher : Springer
ISBN 13 : 113739255X
Total Pages : 297 pages
Book Rating : 4.1/5 (373 download)
Download or read book Retail Banking written by A. Omarini and published by Springer. This book was released on 2016-01-12 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: The world of retail banking is changing. While previously a purely money-making entity, the industry has brought social responsibility onto its agenda, and the ground rules for success have altered. Traditional convictions, rules and values that have influenced all banking business in the past are brought into question by this shift, and banks are adopting bold strategies in order to win out over competitors. Taking both multidisciplinary and holistic approaches, Retail Banking is a comprehensive analysis of how traditional retail banks can meet the challenges of the emerging competitive landscape. It outlines the importance of considering the traditional fundamentals of banking and fitting them into the modern times, where technology is pervasive and developments in the macro and micro scenarios have changed the landscape of the industry. It highlights that modern retail banking is a conscious step away from the past, and suggests that for banks to succeed in this field, they must step away from ad-hoc initiatives and instead encourage loyalty and a life-long confidence in each of their customers. This book will be of interest to those with in interest in retail banking, bank management, business models and strategies and financial services.
Author : Markus Koop
Publisher : GRIN Verlag
ISBN 13 : 3640482549
Total Pages : 39 pages
Book Rating : 4.6/5 (44 download)
Download or read book Improvement of Customer Satisfaction in Mortgage Banking written by Markus Koop and published by GRIN Verlag. This book was released on 2009-11-30 with total page 39 pages. Available in PDF, EPUB and Kindle. Book excerpt: Seminar paper from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7 , Murdoch University (Murdoch University Business School), course: Services Marketing, language: English, abstract: Customer Satisfaction - darum geht es in dieser Arbeit. Anhand einer führenden australischen Bank zeigt diese Arbeit, wie Kundenzufriedenheit entsteht, wie man sie beeinflusst und verbessern kann. Dies umfasst die Problemerkennung, Situationsanalyse, Ermittlung von diversen Strategien zur Behebung des Kundenzufriedenheitsproblems, Evaluierung der Strategien auf Realisierbarkeit und Erfolgsprognose, sowie Anweisungen zur Umsetzung im operationellen Geschäft. The objective of this report is to increase customer satisfaction of Commonwealth Bank of Australia’s (CBA) first homebuyers mortgage. In regards to this, CBA currently has a low level of customer satisfaction in comparison with the other main banks. Based on the conceptual framework, customers tend to feel dissatisfied with the mortgage service provided by CBA due to the period of time for the mortgage’s approval process as well as the lack of convenience and flexibility of CBA’s services. In an effort to increase satisfaction, the current situation is reviewed resulting in access points to CBA’s weakness in customer satisfaction. Several potential strategies are introduced to tackle the problem. The most promising ones are describes and evaluated in terms of costs and effectiveness to increase customer satisfaction. Finally a “one-stop mortgage centre”-strategy is recommended for implementation in order to decrease customers’ non-financial costs and increase their convenience in first home buyer mortgages.
Author : Hugh Croxford
Publisher : John Wiley & Sons
ISBN 13 : 0470014814
Total Pages : 302 pages
Book Rating : 4.4/5 (7 download)
Download or read book The Art of Better Retail Banking written by Hugh Croxford and published by John Wiley & Sons. This book was released on 2005-08-05 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This new book on retail banking is both readable and innovative. Its analysis is unusually accessible in its style, and the book's conclusions and predictions will be rightly thought provoking. The customer is gaining real power and this new book's insights on the importance of leadership, the need to unleash creativity and to make a bank's IT and people resource work together more effectively for customer satisfaction are important pointers to the shape of future competitive differentiation." --Sir Mervyn Pedelty, Recently retired Chief Executive, The Co-operative Bank plc, smile, CIS and Co-operative Financial Services "A stimulating read. A readable and lively book that is always informative, sometimes controversial and invariably challenging. The authors don't expect readers to agree with it all, but the readers will undoubtedly gain some fresh insights and perspectives on the multiple issues facing management in a rapidly changing industry." --Chris Lendrum CBE, Recently retired Vice Chairman, Barclays Bank "This book is clear enough for the layman and thorough enough for any banker to obtain an excellent sense of the options for successful strategies for their retail businesses. The challenges of technology introduction, cost of production and scope of service are driving banks into responses increasingly similar to other industry sectors. These forces have been apparent for some years but are so evident now they can no longer be ignored. This book provides an excellent guide to mapping that future." --Joseph DeFeo, CEO, CLS Bank. "This is a useful guide to retail banking that provides a thought-provoking view on the state of The Art (of Better Retail Banking). Clearly retail banking can get better, and must! To steal an analogy from the conclusion, there is a sea change going on - consumers are looking more and more for greater simplicity and value, and so many banks are still making such heavy weather of it. This book does a good job of charting the current developments." -- Lindsay Sinclair, CEO, ING Direct UK. "A whistle-stop tour of all aspects of retail banking. This is a very readable and insightful real world mix of theory, strategy, tactics and practice. They have even managed to make banking sound exciting. But mostly they have been able to cut through the complexity to remind us all that success in retail banking is not just about finance and efficiency - it is about customers and staff, who are all too often forgotten about." --Craig Shannon, Executive Director - Marketing, Co-operative Financial Services. "The authors live up to their promise of providing managers and students with a clear exposition of the retail banking sector and how banks can confront the challenging future they face. This book is a practical manual with lots of useful advice. I was looking for new insights in this book - and I found them!" --Professor Adrian Payne, Professor of Services Marketing, Director, Centre for Services Management, Cranfield School of Management. "A key determinant of any organisation's success will be an enhanced understanding of 'value' as defined by customers, employees, shareholders and other stakeholders. Value can mean different things to these different groups, and this book has set itself the objective of identifying the approaches that will improve the value proposition for all of these interested parties. It achieves this objective." --Professor Steve Worthington, Faculty of Business and Economics, Monash University. "An enjoyable and useful read. It provides a good perspective on the role of IT and how IT suppliers and professionals need to contribute to future developments in retail banking strategy and implementation. It helps provide guidance for the significant challenges ahead for both suppl
Author : Datis Khajeheian
Publisher : Springer
ISBN 13 : 3319717227
Total Pages : 603 pages
Book Rating : 4.3/5 (197 download)
Download or read book Competitiveness in Emerging Markets written by Datis Khajeheian and published by Springer. This book was released on 2018-05-14 with total page 603 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents a collection of interrelated research advances in the field of technological entrepreneurship from the perspective of competition in emerging markets. Featuring contributions by scholars from different fields of interest, it provides a mix of theoretical developments, insights and research methods used to uncover the unexplored aspects of competitiveness in emerging markets in an age characterized by disruptive technologies.
Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120346955
Total Pages : 529 pages
Book Rating : 4.1/5 (23 download)
Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by ALOK KUMAR RAI and published by PHI Learning Pvt. Ltd.. This book was released on 2012-12-05 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.
Author : Gupta
Publisher : Excel Books India
ISBN 13 : 9788174466761
Total Pages : 400 pages
Book Rating : 4.4/5 (667 download)
Download or read book It Enabled Practices And Emerging Management Paradigms written by Gupta and published by Excel Books India. This book was released on 2008-08 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: Papers presented at the Third National IT Conference.
Author : Dr. Bidyut Bikash Das
Publisher : Ashok Yakkaldevi
ISBN 13 : 1794815686
Total Pages : 221 pages
Book Rating : 4.7/5 (948 download)
Download or read book Banker: Honour and Inconveniences – A customer Perspective written by Dr. Bidyut Bikash Das and published by Ashok Yakkaldevi. This book was released on 2021-11-16 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: Banking has been playing an essential role in the Indian economy. Further, the (LPG) Liberalization, Privatization and Globalization in 1991 ushered a new era in banking sector (Vijay et al. (1996). This resulted in relentless quest for quality and customer satisfaction. The entry of private and foreign banks the situation escalated to such a point where competition went haywire. The banking industry has transformed and is transforming consistently with new standards in all aspects of services such as speed, quality, accuracy and efficiency. This has brought a challenge of sustaining customer satisfaction. Most of this is because; in general people are adamant to change. However, with an ever-increasing change in recent years, it has been challenging in maintaining the satisfaction level of the customers (Gormley, 2010). The recent demonetization wave in 2016 and implementation of digitization/cashless system in banking are few examples that changed the habit of customers as well as the bankers bringing on certain advantages and disadvantages at the same time (Mehta et al. 2016). The disadvantages from bankers’ point of view can be termed as bankers’ inconvenience.
Author : Samrena Jabeen
Publisher : Partridge Publishing Singapore
ISBN 13 : 1543752039
Total Pages : 192 pages
Book Rating : 4.5/5 (437 download)
Download or read book Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia written by Samrena Jabeen and published by Partridge Publishing Singapore. This book was released on 2019-06-27 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Retail Service Quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The current study has investigated the interrelationship between service quality, customer satisfaction, customer loyalty with switching intentions of customers, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides, the study verified store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and identifying the needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.
Author : Jacob Jacoby
Publisher : John Wiley & Sons
ISBN 13 :
Total Pages : 184 pages
Book Rating : 4.3/5 (9 download)
Download or read book Brand Loyalty written by Jacob Jacoby and published by John Wiley & Sons. This book was released on 1978 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Srivastava Mallika
Publisher : Vikas Publishing House
ISBN 13 : 9325974118
Total Pages : pages
Book Rating : 4.3/5 (259 download)
Download or read book Customer Relationship Management written by Srivastava Mallika and published by Vikas Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy
Author : Hareshkumar Trivedi
Publisher : Lulu.com
ISBN 13 : 9384644617
Total Pages : 180 pages
Book Rating : 4.3/5 (846 download)
Download or read book Consumer satisfaction for retail banking. written by Hareshkumar Trivedi and published by Lulu.com. This book was released on with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Samanta, Irene
Publisher : IGI Global
ISBN 13 : 1466662336
Total Pages : 344 pages
Book Rating : 4.4/5 (666 download)
Download or read book Strategic Marketing in Fragile Economic Conditions written by Samanta, Irene and published by IGI Global. This book was released on 2014-06-30 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book provides relevant theoretical frameworks and the latest empirical research findings relating to consumer confidence, marketing strategies, and the influence of trust during a time of economic crisis"--Provided by publisher.
