E-banking and customer satisfaction thesis

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Andreea-Daniela Moraru et al. E-banking and Customer Satisfaction with Banking Services 9 STRATEGIC MANAGEMENT, Vol. 23 (), No. 3, pp. National Bank of Romania – A nnual reports for. Abstract: Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of respondents was selected, out of the total number of 66, customer population. Customer satisfaction is an outcome of good internal feelings arising. 3 from quality services (Henning and Thurau, ). Satisfaction in banking subsector represents the extent to which banking products and services meet customer needs.

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As the customer satisfaction is the function of customer expectation level and service quality level provided by the organization, e-banking plays a pivotal role in giving satisfaction to the customers because e-banking fills the gap between the expected and perceived service quality. The general purpose of the study is to investigate the impact of electronic banking on customer satisfaction in Guarantee Trust bank plc. However, the study specifically seeks to: Identify the Electronic banking services offered by GTB and its usage by customers To determine the impact of electronic- banking services on Customer Value. Abstract: Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of respondents was selected, out of the total number of 66, customer population.

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JOURNAL OF INTERNATIONAL BUSINESS RESEARCH AND MARKETING

This master’s thesis evaluates customer satisfaction with internet banking service quality in Ghana Commercial Bank (GCB) and Merchant Bank of Ghana (MBG). Abstract: Electronic banking is an important tool for all banks to survive in the competitive Nigerian Banking Industry. This study examines the relationship between the quality of service and customer satisfaction in the e-banking era. A sample of respondents was selected, out of the total number of 66, customer population. constructs in marketing research while micro-models of customer satisfaction theorize elements of customer satisfaction. In his work, Vijay M Kumbhar[4] has attempted to evaluate the influence of service quality on brand perception, perceived value and satisfaction in E-Banking. The conclusion he arrived at was that perceived.

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Chapter one of Impact Of Electronic Banking On Customer Satisfaction

Customer satisfaction is an outcome of good internal feelings arising. 3 from quality services (Henning and Thurau, ). Satisfaction in banking subsector represents the extent to which banking products and services meet customer needs. The general purpose of the study is to investigate the impact of electronic banking on customer satisfaction in Guarantee Trust bank plc. However, the study specifically seeks to: Identify the Electronic banking services offered by GTB and its usage by customers To determine the impact of electronic- banking services on Customer Value. This master’s thesis evaluates customer satisfaction with internet banking service quality in Ghana Commercial Bank (GCB) and Merchant Bank of Ghana (MBG).

Impact Of Electronic Banking On Customer Satisfaction (PDF)
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INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE AND BUSINESS ADMINISTRATION

Customer satisfaction is an outcome of good internal feelings arising. 3 from quality services (Henning and Thurau, ). Satisfaction in banking subsector represents the extent to which banking products and services meet customer needs. Keywords: Service quality, Brand perception, Perceived value, Satisfaction, E-Banking 1. INTRODUCTION A customer satisfaction is an ambiguous and abstract concept. Actual manifestation of the state of satisfaction will vary from person to person, product to product and service to service. The state of. The general purpose of the study is to investigate the impact of electronic banking on customer satisfaction in Guarantee Trust bank plc. However, the study specifically seeks to: Identify the Electronic banking services offered by GTB and its usage by customers To determine the impact of electronic- banking services on Customer Value.