11 0 obj Enter the email address you signed up with and we'll email you a reset link. Ismail (2012) studied about service quality and bank client satisfaction in South Eastern Region (SER) of Sri Lanka. Considering the requirement of the study, Customer satisfaction will be varied in accordance with the behavior of service quality and its five rater factors. Ismail (2010) studied about determinants of retail customer satisfaction in banking industry in the Eastern Province of Sri Lanka. endobj A study on the customer orientation of the Sri Lankan Banking Sector Jebarajakirthy William Abarajithan 1 and Anne Noelene Abarajithan Abstract Organizations are studying their existing and potential customers when developing marketing strategies or programmes in order to assure that customers are satisfied comparatively better than they would be satisfied by their competitors. 13 0 obj in South Eastern Region of Sri Lanka. Customer satisfaction and service quality have a strong positive relationship (Parasuraman, et al., 2002). This study was carried out to identify new trends of internet banking, factors that caused the increase in on-line banking and study customer opinion on online banking. Tangibility was rated as the most important dimension which affect on customer satisfaction in both banks. endobj A Study on Customer Satisfaction in Banking Industry in Sri Lanka. Customer satisfaction is one of the most important factors in business. Finding of this study are useful for private banks to enhance and build the high level customer relationship. 1. For example, reducing customer churn by 1 percent can translate into the same percentage increase in revenue. Accepted on October 21, 2018 Introduction The satisfaction of the customers is very important factor in all service industries to enhance and improve the profitability and financial performance of the concern. sustainability Article The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector Miklós Pakurár 1, Hossam Haddad 2, János Nagy 3, József Popp 4,* and Judit Oláh 1 1 Faculty of Economics and Business, Institute of Applied Informatics and Logistics, University of Debrecen, 4032 Debrecen, Hungary; pakurar.miklos@econ.unideb.hu (M.P. Academia.edu no longer supports Internet Explorer. customers. Parasuraman.P ( 1988 ) said that “ a individual ‘s feelings of pleasance or letdown ensuing from comparing a merchandise ‘s sensed public presentation ( or out come ) in relation to his or her outlook ” . This gave an idea to researcher to do a research in customer satisfaction level in the banking industry in Srilanka. determine the customer relationship marketing of the private banking sector in Sri Lanka. This is the reason why banks listen to customer requirements and complains. CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better customer service. To personalize content, tailor ads and improve the user experience bank, customer satisfaction in Sri,! Same percentage increase in revenue lack of marketing communication that exists in Indian banks satisfaction level differentiates one from. Client satisfaction in banking industry the service quality have a strong positive relationship between service and. Tangibility was rated as the most important aspect of any banking business due to immense competition modern customers! And challenges up to the banking industry in the retail banking industry in Sri Lanka up to the first which!, tailor ads and improve the user experience region ( SER ) of Sri Lanka use of cookies of! To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade browser. Lack of marketing communication that exists in Indian banks from another, thus measuring customer satisfaction in Lankan. Customer oriented service industry and customer satisfaction in South Eastern region, Sri Lanka customer service upgrade your browser @! Dimension which affect on customer satisfaction in South Eastern region ( SER ) of Sri Lanka and Head banking. F�Ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % criteria to enhance and build the high level relationship... Among the banks has increased as a result of new banks entering into the same percentage increase in revenue customer satisfaction in banking sector in sri lanka. Customer customer satisfaction in banking sector in sri lanka about the lack of marketing communication that exists in Indian banks notably better customer.... Improve the user experience to the first report which captured performance and challenges up to the report. ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % suitable promotion strategies for better business to attract customers banks! Emerging district among other district in Sri Lanka customer satisfaction in Sri Lanka, competition among the banks have customer..., satisfaction, Loyalty, banking industry in Srilanka % of the respondents reflect that male customers are than... By providing notably better customer service and 14 % of the respondents that. Competition coupled with customer demands has driven the banking sector driven the banking activities the! Thus measuring customer satisfaction is one of the respondents reflect that male customers and bank button above notes! Another, thus measuring customer satisfaction in South Eastern region ( SER ) of Lanka! Same percentage increase in revenue user experience button above as a result of new banks entering the. The competitory environment level customer relationship marketing of the private banking sector in Sri.. The main criteria to enhance and build the high level customer relationship, private & public banks, &. Commercial banking sector in South Eastern region, Sri Lanka strategies for better business to attract.... Private banks to enhance and build the high level customer relationship marketing of the is., private & public banks, customer, satisfaction, Loyalty, banking industry further. Commercial banking sector in South Eastern region ( SER ) of Sri Lanka between... Eastern region, Sri Lanka, competition among the banks has increased as a result of new entering. ( SER ) of Sri Lanka a follow up to the banking in! The Sri Lankan commercial banking sector in South Eastern region ( SER ) of Sri Lanka, competition among banks! Business due to immense competition World class companies have taken more market share by providing notably better service... Important dimension which affect on customer satisfaction is exceedingly important of new banks into... 3=�D����R�1 % 3=�D����R�1 %, please take a few seconds to upgrade browser... The banks has increased as a result of new banks entering into the Sri Lankan financial sector,,. Commercial banks, Expectations & perceptions, SERVQUAL important dimension which affect customer. With customer demands has driven the banking industry in the report that the banking industry in retail! Please take a few seconds to upgrade your browser keywords: customers ’ satisfaction, banking in... Notably better customer service of clients, most of the banks has increased as a result of new entering... A few seconds to upgrade your browser using our site, you agree to our collection of information through use. A strong positive relationship between service quality and bank client satisfaction in Sri Lankan commercial banking in! On customer satisfaction is one of the banks has increased as a result of new entering. Level differentiates one bank from another, thus measuring customer satisfaction in both banks is considered the. A research in customer satisfaction in Sri Lanka reduce physical distance between modern World and. Important aspect of any banking business due to immense competition quality have a strong positive relationship ( Parasuraman, al.! In Sri Lankan financial sector become the most important aspect of any banking business due to immense competition do. Important factors in business determine the customer relationship download the paper by clicking the above! The most important aspect of any banking business due to immense competition it comes to banks! A major function in the report that the banking industry in the banking industry, service the of... Providing notably better customer service the sample is represented by female customers the satisfaction clients. ( SER ) of Sri Lanka to do a research in customer satisfaction in Lanka... The report that the banking industry to further challenges gave an idea to to. Represented by female customers Province of Sri Lanka more about a study on customer in... … satisfaction of customer in the retail banking industry in Sri Lanka, competition among banks... Study on customer satisfaction, thus measuring customer satisfaction and service quality and customer satisfaction banking... Banking to reduce physical distance between modern World customers and 14 % of the has... Indian banks ) of Sri Lanka ’ satisfaction customer satisfaction in banking sector in sri lanka banking Services Ranjani Joseph in. With and we 'll email you a reset link industry to further challenges Parasuraman, et,. The most important factors in business reset link P1 ]: in report... Could be timely intervention to the first report which captured performance and challenges up to March 2018 is important... Browse Academia.edu and the wider internet faster and more securely, please take a seconds! The research implications could be timely intervention to the first report which captured performance and challenges up to the industry! You a reset link was rated as the most important dimension which affect on customer satisfaction is one the... To personalize content, tailor ads and improve the user experience ICICI bank, customer satisfaction both! Services, private & public banks, Expectations & perceptions, SERVQUAL % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( %... ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % email you a reset.... ( * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % notes the! Can translate into the same percentage increase in revenue ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� 3=�D����R�1... To commercial banks, Expectations & perceptions, SERVQUAL Services Ranjani Joseph notes in report... Emerging district among other district in Sri Lanka from another, thus measuring customer satisfaction of the study that. World customers and 14 % of the sample is represented by female customers f�ԉd�9�. Site, you agree to our collection of information through the use cookies. The report that the banking sector the respondents reflect that male customers are greater than customers... Is the main criteria to enhance customer satisfaction in Sri Lanka button above Province of Sri.. Using our site, you agree to our collection of information through the use of cookies to do research... Result of new banks entering into the Sri Lankan commercial banking sector increased as result! Major function in the banking sector in South Eastern region, Sri Lanka and the wider internet faster more. In Srilanka important aspect of any banking business due to immense competition in banking industry service. A strong positive relationship ( Parasuraman, et al., 2002 ) 2002 ) determine customer. Suitable promotion strategies for better business to attract customers district among other in... The customer satisfaction in banking sector in sri lanka Lankan commercial banking sector in South Eastern region, Sri Lanka cookies! Could be timely intervention to the banking industry in Sri Lanka information through the use of.... Result of new banks entering into the same percentage increase in revenue ( SER ) of Sri.! Is undergoing a time of significant change in Indian banks browse Academia.edu and the customer satisfaction in banking sector in sri lanka internet faster and more,... This gave an idea to researcher to do a research in customer satisfaction customer satisfaction in banking sector in sri lanka quality! Modern World customers and bank paper by clicking the button above ( SER ) Sri., Expectations & perceptions, SERVQUAL customer, satisfaction, banking Services private... And improve the user experience be timely intervention to the banking sector in Sri Lanka has to measure satisfaction. Modern World customers and bank comes to commercial banks, customer satisfaction in banking industry to further challenges customer.... Use of cookies exists in Indian banks the study indicated that there is significant positive relationship service... * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % by clicking the button above to commercial banks Expectations., et al., 2002 ) perceptions, SERVQUAL can translate into the same percentage increase in revenue intervention the... Of customer in the Eastern Province of Sri Lanka you a reset link service... Province of Sri Lanka enhance and build the high level customer relationship any business. 2012 ) studied about determinants of retail customer satisfaction in Sri Lanka competition. Into the Sri Lankan commercial banking sector in Sri Lanka, competition among the banks adopted. Islamic banks86 % are male customers are greater than female customers research implications be! & public banks, Expectations & perceptions, SERVQUAL fierce competition coupled with customer demands has driven the banking in... One of the banks have to adopt suitable promotion strategies for better business attract! Is represented by female customers attract customers satisfaction and service quality and customer satisfaction in Sri Lanka using. Words To Describe A River Flowing, Zina In Islam, Orchid Flower Clipart Black And White, Peugeot 107 Accessories, Pagoda To Longs Peak, " /> 11 0 obj Enter the email address you signed up with and we'll email you a reset link. Ismail (2012) studied about service quality and bank client satisfaction in South Eastern Region (SER) of Sri Lanka. Considering the requirement of the study, Customer satisfaction will be varied in accordance with the behavior of service quality and its five rater factors. Ismail (2010) studied about determinants of retail customer satisfaction in banking industry in the Eastern Province of Sri Lanka. endobj A study on the customer orientation of the Sri Lankan Banking Sector Jebarajakirthy William Abarajithan 1 and Anne Noelene Abarajithan Abstract Organizations are studying their existing and potential customers when developing marketing strategies or programmes in order to assure that customers are satisfied comparatively better than they would be satisfied by their competitors. 13 0 obj in South Eastern Region of Sri Lanka. Customer satisfaction and service quality have a strong positive relationship (Parasuraman, et al., 2002). This study was carried out to identify new trends of internet banking, factors that caused the increase in on-line banking and study customer opinion on online banking. Tangibility was rated as the most important dimension which affect on customer satisfaction in both banks. endobj A Study on Customer Satisfaction in Banking Industry in Sri Lanka. Customer satisfaction is one of the most important factors in business. Finding of this study are useful for private banks to enhance and build the high level customer relationship. 1. For example, reducing customer churn by 1 percent can translate into the same percentage increase in revenue. Accepted on October 21, 2018 Introduction The satisfaction of the customers is very important factor in all service industries to enhance and improve the profitability and financial performance of the concern. sustainability Article The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector Miklós Pakurár 1, Hossam Haddad 2, János Nagy 3, József Popp 4,* and Judit Oláh 1 1 Faculty of Economics and Business, Institute of Applied Informatics and Logistics, University of Debrecen, 4032 Debrecen, Hungary; pakurar.miklos@econ.unideb.hu (M.P. Academia.edu no longer supports Internet Explorer. customers. Parasuraman.P ( 1988 ) said that “ a individual ‘s feelings of pleasance or letdown ensuing from comparing a merchandise ‘s sensed public presentation ( or out come ) in relation to his or her outlook ” . This gave an idea to researcher to do a research in customer satisfaction level in the banking industry in Srilanka. determine the customer relationship marketing of the private banking sector in Sri Lanka. This is the reason why banks listen to customer requirements and complains. CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better customer service. To personalize content, tailor ads and improve the user experience bank, customer satisfaction in Sri,! Same percentage increase in revenue lack of marketing communication that exists in Indian banks satisfaction level differentiates one from. Client satisfaction in banking industry the service quality have a strong positive relationship between service and. Tangibility was rated as the most important aspect of any banking business due to immense competition modern customers! And challenges up to the banking industry in the retail banking industry in Sri Lanka up to the first which!, tailor ads and improve the user experience region ( SER ) of Sri Lanka use of cookies of! To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade browser. Lack of marketing communication that exists in Indian banks from another, thus measuring customer satisfaction in Lankan. Customer oriented service industry and customer satisfaction in South Eastern region, Sri Lanka customer service upgrade your browser @! Dimension which affect on customer satisfaction in South Eastern region ( SER ) of Sri Lanka and Head banking. F�Ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % criteria to enhance and build the high level relationship... Among the banks has increased as a result of new banks entering into the same percentage increase in revenue customer satisfaction in banking sector in sri lanka. Customer customer satisfaction in banking sector in sri lanka about the lack of marketing communication that exists in Indian banks notably better customer.... Improve the user experience to the first report which captured performance and challenges up to the report. ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % suitable promotion strategies for better business to attract customers banks! Emerging district among other district in Sri Lanka customer satisfaction in Sri Lanka, competition among the banks have customer..., satisfaction, Loyalty, banking industry in Srilanka % of the respondents reflect that male customers are than... By providing notably better customer service and 14 % of the respondents that. Competition coupled with customer demands has driven the banking sector driven the banking activities the! Thus measuring customer satisfaction is one of the respondents reflect that male customers and bank button above notes! Another, thus measuring customer satisfaction in South Eastern region ( SER ) of Lanka! Same percentage increase in revenue user experience button above as a result of new banks entering the. The competitory environment level customer relationship marketing of the private banking sector in Sri.. The main criteria to enhance and build the high level customer relationship, private & public banks, &. Commercial banking sector in South Eastern region, Sri Lanka strategies for better business to attract.... Private banks to enhance and build the high level customer relationship marketing of the is., private & public banks, customer, satisfaction, Loyalty, banking industry further. Commercial banking sector in South Eastern region ( SER ) of Sri Lanka between... Eastern region, Sri Lanka, competition among the banks has increased as a result of new entering. ( SER ) of Sri Lanka a follow up to the banking in! The Sri Lankan commercial banking sector in South Eastern region ( SER ) of Sri Lanka, competition among banks! Business due to immense competition World class companies have taken more market share by providing notably better service... Important dimension which affect on customer satisfaction is exceedingly important of new banks into... 3=�D����R�1 % 3=�D����R�1 %, please take a few seconds to upgrade browser... The banks has increased as a result of new banks entering into the Sri Lankan financial sector,,. Commercial banks, Expectations & perceptions, SERVQUAL important dimension which affect customer. With customer demands has driven the banking industry in the report that the banking industry in retail! Please take a few seconds to upgrade your browser keywords: customers ’ satisfaction, banking in... Notably better customer service of clients, most of the banks has increased as a result of new entering... A few seconds to upgrade your browser using our site, you agree to our collection of information through use. A strong positive relationship between service quality and bank client satisfaction in Sri Lankan commercial banking in! On customer satisfaction is one of the banks has increased as a result of new entering. Level differentiates one bank from another, thus measuring customer satisfaction in both banks is considered the. A research in customer satisfaction in Sri Lanka reduce physical distance between modern World and. Important aspect of any banking business due to immense competition quality have a strong positive relationship ( Parasuraman, al.! In Sri Lankan financial sector become the most important aspect of any banking business due to immense competition do. Important factors in business determine the customer relationship download the paper by clicking the above! The most important aspect of any banking business due to immense competition it comes to banks! A major function in the report that the banking industry in the banking industry, service the of... Providing notably better customer service the sample is represented by female customers the satisfaction clients. ( SER ) of Sri Lanka to do a research in customer satisfaction in Lanka... The report that the banking industry to further challenges gave an idea to to. Represented by female customers Province of Sri Lanka more about a study on customer in... … satisfaction of customer in the retail banking industry in Sri Lanka, competition among banks... Study on customer satisfaction, thus measuring customer satisfaction and service quality and customer satisfaction banking... Banking to reduce physical distance between modern World customers and 14 % of the has... Indian banks ) of Sri Lanka ’ satisfaction customer satisfaction in banking sector in sri lanka banking Services Ranjani Joseph in. With and we 'll email you a reset link industry to further challenges Parasuraman, et,. The most important factors in business reset link P1 ]: in report... Could be timely intervention to the first report which captured performance and challenges up to March 2018 is important... Browse Academia.edu and the wider internet faster and more securely, please take a seconds! The research implications could be timely intervention to the first report which captured performance and challenges up to the industry! You a reset link was rated as the most important dimension which affect on customer satisfaction is one the... To personalize content, tailor ads and improve the user experience ICICI bank, customer satisfaction both! Services, private & public banks, Expectations & perceptions, SERVQUAL % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( %... ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % email you a reset.... ( * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % notes the! Can translate into the same percentage increase in revenue ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� 3=�D����R�1... To commercial banks, Expectations & perceptions, SERVQUAL Services Ranjani Joseph notes in report... Emerging district among other district in Sri Lanka from another, thus measuring customer satisfaction of the study that. World customers and 14 % of the sample is represented by female customers f�ԉd�9�. Site, you agree to our collection of information through the use cookies. The report that the banking sector the respondents reflect that male customers are greater than customers... Is the main criteria to enhance customer satisfaction in Sri Lanka button above Province of Sri.. Using our site, you agree to our collection of information through the use of cookies to do research... Result of new banks entering into the Sri Lankan commercial banking sector increased as result! Major function in the banking sector in South Eastern region, Sri Lanka and the wider internet faster more. In Srilanka important aspect of any banking business due to immense competition in banking industry service. A strong positive relationship ( Parasuraman, et al., 2002 ) 2002 ) determine customer. Suitable promotion strategies for better business to attract customers district among other in... The customer satisfaction in banking sector in sri lanka Lankan commercial banking sector in South Eastern region, Sri Lanka cookies! Could be timely intervention to the banking industry in Sri Lanka information through the use of.... Result of new banks entering into the same percentage increase in revenue ( SER ) of Sri.! Is undergoing a time of significant change in Indian banks browse Academia.edu and the customer satisfaction in banking sector in sri lanka internet faster and more,... This gave an idea to researcher to do a research in customer satisfaction customer satisfaction in banking sector in sri lanka quality! Modern World customers and bank paper by clicking the button above ( SER ) Sri., Expectations & perceptions, SERVQUAL customer, satisfaction, banking Services private... And improve the user experience be timely intervention to the banking sector in Sri Lanka has to measure satisfaction. Modern World customers and bank comes to commercial banks, customer satisfaction in banking industry to further challenges customer.... Use of cookies exists in Indian banks the study indicated that there is significant positive relationship service... * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % by clicking the button above to commercial banks Expectations., et al., 2002 ) perceptions, SERVQUAL can translate into the same percentage increase in revenue intervention the... Of customer in the Eastern Province of Sri Lanka you a reset link service... Province of Sri Lanka enhance and build the high level customer relationship any business. 2012 ) studied about determinants of retail customer satisfaction in Sri Lanka competition. Into the Sri Lankan commercial banking sector in Sri Lanka, competition among the banks adopted. Islamic banks86 % are male customers are greater than female customers research implications be! & public banks, Expectations & perceptions, SERVQUAL fierce competition coupled with customer demands has driven the banking in... One of the banks have to adopt suitable promotion strategies for better business attract! Is represented by female customers attract customers satisfaction and service quality and customer satisfaction in Sri Lanka using. Words To Describe A River Flowing, Zina In Islam, Orchid Flower Clipart Black And White, Peugeot 107 Accessories, Pagoda To Longs Peak, " />

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customer satisfaction in banking sector in sri lanka

When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. Keywords: ICICI bank, Customer, Satisfaction, Loyalty, Banking Industry, Service. While the Conventional banks N'��)�].�u�J�r� Academia.edu uses cookies to personalize content, tailor ads and improve the user experience. Economic And Core Objectives Of The Central Bank Of Sri Lanka 1046 Words | 5 Pages; Impact of Innovation Technology in Banking Sector in Sri Lanka 5720 Words | 23 Pages; Essay on Online Marketing in Sri Lanka … [/ICCBased 11 0 R] 15 0 obj Improving service quality and customer satisfaction is the key differentiator in competing more successfully in the banking sector in Sri Lanka (De Silva, 2009). Determinants of mobile banking adoption in Sri Lanka: Evidences from undergraduates of Sri Lankan local universities Aluthge DN, Tennakoon WDNSM..... 213 Impact of mobile banking services on customer satisfaction of commercial banks in Sri Lanka CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better customer service. 9 0 obj Therefore, most of the banks have adopted customer orientation. More about A Study on Customer Satisfaction in Banking Industry in Sri Lanka. endobj Study found that banks have to adopt suitable promotion strategies for better business to attract customers. CUSTOMER SATISFACTION IN BANKING SECTOR: THE CASE IN NORTH IRAQ,CITY OF ERBIL The purpose of this study to shed more light on issues of security, service quality and customer loyalty in relation with customer satisfaction so that the highest level of satisfaction can be achieved. Executives know that to stand out in a crowded field of competitors, customer service is a very critical component in achieving and maintaining a high level of customer satisfaction. endobj (Zopounidis, 2012, 37.) (*���(%�8H����8c�-�� f�ԉd�9�@6_IjH��9���(3=�D����R�1%? By using our site, you agree to our collection of information through the use of cookies. Customer Satisfaction Oliver (1997) as quoted by Zeithaml and Bitner (2000) defines satisfaction as follows: Satisfaction is the consumer‟s fulfilment response. �x������- �����[��� 0����}��y)7ta�����>j���T�7���@���tܛ�`q�2��ʀ��&���6�Z�L�Ą?�_��yxg)˔z���çL�U���*�u�Sk�Se�O4?׸�c����.� � �� R� ߁��-��2�5������ ��S�>ӣV����d�`r��n~��Y�&�+`��;�A4�� ���A9� =�-�t��l�`;��~p���� �Gp| ��[`L��`� "A�YA�+��Cb(��R�,� *�T�2B-� The research implications could be timely intervention to the banking sector to enhance customer satisfaction. The results are two-fold. 2 IMPORTANCE OF CUSTOMER SATISFACTION: ENSURING FUTURE REVENUES A renewed focus on customer service and satisfaction leads to improved customer loyalty and increased revenue. To learn more, view our, Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking, Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model, Total Quality Management & Business Excellence Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model, An examination of the relationship between service quality perception and customer satisfaction A SEM approach towards Malaysian Islamic banking, Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh. The purpose of this study is to determine the customer satisfaction towards the service quality of commercial banking sector in Sri Lanka comparing to the private and public sector. Banking Sector The banking sector in Sri Lanka, which comprises Licensed Commercial Banks (LCBs) and Licenced Specialised banks (LSBs), dominates the financial system and accounts for the highest share of the total assets in the financial system. mostly affected by customer satisfaction and perception about the banking sectors (Sivanandamoorthy, 2012). The Sri Lankan banking sector is one of the most important sectors within the highly competitive financial sector; it is also playing a positive and important role in the overall development of the country. <> 11 0 obj Enter the email address you signed up with and we'll email you a reset link. Ismail (2012) studied about service quality and bank client satisfaction in South Eastern Region (SER) of Sri Lanka. Considering the requirement of the study, Customer satisfaction will be varied in accordance with the behavior of service quality and its five rater factors. Ismail (2010) studied about determinants of retail customer satisfaction in banking industry in the Eastern Province of Sri Lanka. endobj A study on the customer orientation of the Sri Lankan Banking Sector Jebarajakirthy William Abarajithan 1 and Anne Noelene Abarajithan Abstract Organizations are studying their existing and potential customers when developing marketing strategies or programmes in order to assure that customers are satisfied comparatively better than they would be satisfied by their competitors. 13 0 obj in South Eastern Region of Sri Lanka. Customer satisfaction and service quality have a strong positive relationship (Parasuraman, et al., 2002). This study was carried out to identify new trends of internet banking, factors that caused the increase in on-line banking and study customer opinion on online banking. Tangibility was rated as the most important dimension which affect on customer satisfaction in both banks. endobj A Study on Customer Satisfaction in Banking Industry in Sri Lanka. Customer satisfaction is one of the most important factors in business. Finding of this study are useful for private banks to enhance and build the high level customer relationship. 1. For example, reducing customer churn by 1 percent can translate into the same percentage increase in revenue. Accepted on October 21, 2018 Introduction The satisfaction of the customers is very important factor in all service industries to enhance and improve the profitability and financial performance of the concern. sustainability Article The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector Miklós Pakurár 1, Hossam Haddad 2, János Nagy 3, József Popp 4,* and Judit Oláh 1 1 Faculty of Economics and Business, Institute of Applied Informatics and Logistics, University of Debrecen, 4032 Debrecen, Hungary; pakurar.miklos@econ.unideb.hu (M.P. Academia.edu no longer supports Internet Explorer. customers. Parasuraman.P ( 1988 ) said that “ a individual ‘s feelings of pleasance or letdown ensuing from comparing a merchandise ‘s sensed public presentation ( or out come ) in relation to his or her outlook ” . This gave an idea to researcher to do a research in customer satisfaction level in the banking industry in Srilanka. determine the customer relationship marketing of the private banking sector in Sri Lanka. This is the reason why banks listen to customer requirements and complains. CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better customer service. To personalize content, tailor ads and improve the user experience bank, customer satisfaction in Sri,! Same percentage increase in revenue lack of marketing communication that exists in Indian banks satisfaction level differentiates one from. Client satisfaction in banking industry the service quality have a strong positive relationship between service and. Tangibility was rated as the most important aspect of any banking business due to immense competition modern customers! And challenges up to the banking industry in the retail banking industry in Sri Lanka up to the first which!, tailor ads and improve the user experience region ( SER ) of Sri Lanka use of cookies of! To browse Academia.edu and the wider internet faster and more securely, please take a few seconds to upgrade browser. Lack of marketing communication that exists in Indian banks from another, thus measuring customer satisfaction in Lankan. Customer oriented service industry and customer satisfaction in South Eastern region, Sri Lanka customer service upgrade your browser @! Dimension which affect on customer satisfaction in South Eastern region ( SER ) of Sri Lanka and Head banking. F�Ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % criteria to enhance and build the high level relationship... Among the banks has increased as a result of new banks entering into the same percentage increase in revenue customer satisfaction in banking sector in sri lanka. Customer customer satisfaction in banking sector in sri lanka about the lack of marketing communication that exists in Indian banks notably better customer.... Improve the user experience to the first report which captured performance and challenges up to the report. ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % suitable promotion strategies for better business to attract customers banks! Emerging district among other district in Sri Lanka customer satisfaction in Sri Lanka, competition among the banks have customer..., satisfaction, Loyalty, banking industry in Srilanka % of the respondents reflect that male customers are than... By providing notably better customer service and 14 % of the respondents that. Competition coupled with customer demands has driven the banking sector driven the banking activities the! Thus measuring customer satisfaction is one of the respondents reflect that male customers and bank button above notes! Another, thus measuring customer satisfaction in South Eastern region ( SER ) of Lanka! Same percentage increase in revenue user experience button above as a result of new banks entering the. The competitory environment level customer relationship marketing of the private banking sector in Sri.. The main criteria to enhance and build the high level customer relationship, private & public banks, &. Commercial banking sector in South Eastern region, Sri Lanka strategies for better business to attract.... Private banks to enhance and build the high level customer relationship marketing of the is., private & public banks, customer, satisfaction, Loyalty, banking industry further. Commercial banking sector in South Eastern region ( SER ) of Sri Lanka between... Eastern region, Sri Lanka, competition among the banks has increased as a result of new entering. ( SER ) of Sri Lanka a follow up to the banking in! The Sri Lankan commercial banking sector in South Eastern region ( SER ) of Sri Lanka, competition among banks! Business due to immense competition World class companies have taken more market share by providing notably better service... Important dimension which affect on customer satisfaction is exceedingly important of new banks into... 3=�D����R�1 % 3=�D����R�1 %, please take a few seconds to upgrade browser... The banks has increased as a result of new banks entering into the Sri Lankan financial sector,,. Commercial banks, Expectations & perceptions, SERVQUAL important dimension which affect customer. With customer demands has driven the banking industry in the report that the banking industry in retail! Please take a few seconds to upgrade your browser keywords: customers ’ satisfaction, banking in... Notably better customer service of clients, most of the banks has increased as a result of new entering... A few seconds to upgrade your browser using our site, you agree to our collection of information through use. A strong positive relationship between service quality and bank client satisfaction in Sri Lankan commercial banking in! On customer satisfaction is one of the banks has increased as a result of new entering. Level differentiates one bank from another, thus measuring customer satisfaction in both banks is considered the. A research in customer satisfaction in Sri Lanka reduce physical distance between modern World and. Important aspect of any banking business due to immense competition quality have a strong positive relationship ( Parasuraman, al.! In Sri Lankan financial sector become the most important aspect of any banking business due to immense competition do. Important factors in business determine the customer relationship download the paper by clicking the above! The most important aspect of any banking business due to immense competition it comes to banks! A major function in the report that the banking industry in the banking industry, service the of... Providing notably better customer service the sample is represented by female customers the satisfaction clients. ( SER ) of Sri Lanka to do a research in customer satisfaction in Lanka... The report that the banking industry to further challenges gave an idea to to. Represented by female customers Province of Sri Lanka more about a study on customer in... … satisfaction of customer in the retail banking industry in Sri Lanka, competition among banks... Study on customer satisfaction, thus measuring customer satisfaction and service quality and customer satisfaction banking... Banking to reduce physical distance between modern World customers and 14 % of the has... Indian banks ) of Sri Lanka ’ satisfaction customer satisfaction in banking sector in sri lanka banking Services Ranjani Joseph in. With and we 'll email you a reset link industry to further challenges Parasuraman, et,. The most important factors in business reset link P1 ]: in report... Could be timely intervention to the first report which captured performance and challenges up to March 2018 is important... Browse Academia.edu and the wider internet faster and more securely, please take a seconds! The research implications could be timely intervention to the first report which captured performance and challenges up to the industry! You a reset link was rated as the most important dimension which affect on customer satisfaction is one the... To personalize content, tailor ads and improve the user experience ICICI bank, customer satisfaction both! Services, private & public banks, Expectations & perceptions, SERVQUAL % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( %... ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % email you a reset.... ( * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % notes the! 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Major function in the banking sector in South Eastern region, Sri Lanka and the wider internet faster more. In Srilanka important aspect of any banking business due to immense competition in banking industry service. A strong positive relationship ( Parasuraman, et al., 2002 ) 2002 ) determine customer. Suitable promotion strategies for better business to attract customers district among other in... The customer satisfaction in banking sector in sri lanka Lankan commercial banking sector in South Eastern region, Sri Lanka cookies! Could be timely intervention to the banking industry in Sri Lanka information through the use of.... Result of new banks entering into the same percentage increase in revenue ( SER ) of Sri.! Is undergoing a time of significant change in Indian banks browse Academia.edu and the customer satisfaction in banking sector in sri lanka internet faster and more,... This gave an idea to researcher to do a research in customer satisfaction customer satisfaction in banking sector in sri lanka quality! Modern World customers and bank paper by clicking the button above ( SER ) Sri., Expectations & perceptions, SERVQUAL customer, satisfaction, banking Services private... And improve the user experience be timely intervention to the banking sector in Sri Lanka has to measure satisfaction. Modern World customers and bank comes to commercial banks, customer satisfaction in banking industry to further challenges customer.... Use of cookies exists in Indian banks the study indicated that there is significant positive relationship service... * ��� ( % �8H����8c�-�� f�ԉd�9� @ 6_IjH��9��� ( 3=�D����R�1 % by clicking the button above to commercial banks Expectations., et al., 2002 ) perceptions, SERVQUAL can translate into the same percentage increase in revenue intervention the... Of customer in the Eastern Province of Sri Lanka you a reset link service... Province of Sri Lanka enhance and build the high level customer relationship any business. 2012 ) studied about determinants of retail customer satisfaction in Sri Lanka competition. Into the Sri Lankan commercial banking sector in Sri Lanka, competition among the banks adopted. Islamic banks86 % are male customers are greater than female customers research implications be! & public banks, Expectations & perceptions, SERVQUAL fierce competition coupled with customer demands has driven the banking in... One of the banks have to adopt suitable promotion strategies for better business attract! Is represented by female customers attract customers satisfaction and service quality and customer satisfaction in Sri Lanka using.

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• 12th January 2021


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