Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty

Tiwari, Pankaj

doi:10.1007/s43546-022-00229-y

Cited by 4 publications

(3 citation statements)

References 106 publications

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“…Financial institutions, such as trusts, have a large number of customers. Analyzing the current status of customers is extremely important for enhancing the accuracy of customer marketing and improving the user experience of customer services [29]. This section takes the personal customer table and institutional customer table in the customer information integration system of a trust institution as examples to illustrate the practical application of the data quality evaluation model.…”

Section: Resultsmentioning

confidence: 99%

Financial Data Quality Evaluation Method Based on Multiple Linear Regression

Li,

Liu,

Yang

2023

Future Internet

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With the rapid growth of customer data in financial institutions, such as trusts, issues of data quality have become increasingly prominent. The main challenge lies in constructing an effective evaluation method that ensures accurate and efficient assessment of customer data quality when dealing with massive customer data. In this paper, we construct a data quality evaluation index system based on the analytic hierarchy process through a comprehensive investigation of existing research on data quality. Then, redundant features are filtered based on the Shapley value, and the multiple linear regression model is employed to adjust the weight of different indices. Finally, a case study of the customer and institution information of a trust institution is conducted. The results demonstrate that the utilization of completeness, accuracy, timeliness, consistency, uniqueness, and compliance to establish a quality evaluation index system proves instrumental in conducting extensive and in-depth research on data quality measurement dimensions. Additionally, the data quality evaluation approach based on multiple linear regression facilitates the batch scoring of data, and the incorporation of the Shapley value facilitates the elimination of invalid features. This enables the intelligent evaluation of large-scale data quality for financial data.

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Section: Resultsmentioning

confidence: 99%

Financial Data Quality Evaluation Method Based on Multiple Linear Regression

Li,

Liu,

Yang

2023

Future Internet

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“…Thus, the concept of affection arises, which refers to the positive emotions that employees transmit through their behaviour, attitude, and communication towards users [17]. Therefore, affection is associated with a state of mind [18], and is a critical aspect of emotion [19] and can influence, by the way in which an employee behaves or communicates, a user's satisfaction [4], [12], [20].…”

Section: Introductionmentioning

confidence: 99%

Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

Collado Gutiérrez,

Campusano Polanco,

Trinidad Domínguez

et al. 2024

TEM Journal

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Virtual libraries are essential in strengthening research and education, especially in universities in the Dominican Republic. Despite facing various challenges, they offer services in physical spaces. This study examines the relevance of system quality, service quality, information quality, and staff interaction on student satisfaction and loyalty toward these physical virtual libraries. A survey of 531 students was analyzed using SPSS and PLS-SEM. Findings show that staff interaction positively affects user loyalty, though not satisfaction. Additionally, system quality, information quality, and service quality continue to positively influence user satisfaction, which, in turn, affects user loyalty. This research deepens our understanding of staff's influence on user loyalty in developing countries' virtual libraries.

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“…The increasing financial competitive environment has led banks to engage in searching for new ways to identify customer requirements, through which they can improve their products and services with high levels of quality and thus achieve competitive advantage (Tiwari, 2022). The banking sector is a source of financing, playing an important role in the development of the country's economy, through bank loan services to clients, which play an important role in financing industrial and investment projects (Karimov & Jasurovich, 2022).…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction Quality in Banking Sector

Khashman¹

2023

IJBM

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Service sector generally and the banking sector particularly is facing a high level of challenges, especially with the level of customer expectation. Therefore, banks have started to improve their service quality. Technology progress and growth contributed significantly to changing the way of banking services, so customer satisfaction. Due to immense competition, banking is a customer-focused service industry, and customer happiness has become the most vital pillar of any banking business. The study aims to determine the main factors are enhancing customer satisfaction quality in the banking sector. To address the study's questions and evaluate hypotheses, a quantitative technique was adopted to answer questions and test hypotheses. About (8) interviews were conducted with managerial levels and (250) questionnaires were distributed to the banking sector customers using the Simple Random Sample technique to achieve the research purposes in Jordan using the banking sector as a case study. (173) questionnaires were valid for analysis, based on the Statistical Package for Social Sciences (SPSS. V.26). The findings of the research revealed that there is a significantly positive impact of reliability, technology aspects, assurance, responsiveness, employee competence, security and privacy on customer satisfaction quality in the banking sector. The research results confirmed the importance of providing the services error-free to enhance customer satisfaction and increase loyalty. The website should contain information that serves customers and employees should be able to provide appropriate assistance to customers and maintain the confidentiality of customer information and data. Finally, use electronic protection software and constantly update the electronic applications banking sector.

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Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty

Cited by 4 publications

References 106 publications

Financial Data Quality Evaluation Method Based on Multiple Linear Regression

Financial Data Quality Evaluation Method Based on Multiple Linear Regression

Staff Affection, the Key Factor in the Loyalty of University Students using Virtual Library Services that are Accessible by a Physical Access Space, in Developing Countries

Customer Satisfaction Quality in Banking Sector

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