Customer Satisfaction in the Banking Sector: The Case of North Cyprus

Özataç, Nesrin; Saner, Tülen; Şen, Zeynep

doi:10.1016/s2212-5671(16)30247-7

Cited by 41 publications

(36 citation statements)

References 12 publications

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“…It also includes assessments of the range of service delivered and not just an outcome of a service. [10] [11]. Various models have been proposed by different authors in order to measure the service quality of the offered services.…”

Section: A Service Qualitymentioning

confidence: 99%

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Paposa¹,

Ukinkar²,

Paposa³

2019

IJITEE

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There is a strong growth potential in the India’s Life Insurance Industry. The annual growth of the industry is estimated at 12 to 15 percent for the upcoming years. This study investigates the impact that service quality has on customer satisfaction in India’s Life Insurance Industry. Moreover, the study attempts to identify the variation in perception of service quality among respondents in relation to demographic profiles. The study also postulates the best approach to evaluate the quality of services in the life insurance industry through an indepth review of literature on the various model pertaining to the current times to measure service quality. The sample consist of policy holders who receive services from life insurance companies in Durg region, Chhattisgarh. The study employs the various attributes as stated in the SERVPERF model like tangibility, reliability, assurance/safety, empathy, responsiveness along with an additional component of technology to evaluate the perception of policy holders in relation to service quality. Results of the study confirms that quality of services has a significant impact on satisfaction of the customer in life insurance industry. Age and occupation are the two most important demographic variable, which have significant effect on the overall service quality perception. From a managerial perspective, the research work gives a better understanding of how customers assess the service quality and the parameters which the service providers need to take care of while delivering services.

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Section: A Service Qualitymentioning

confidence: 99%

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Paposa¹,

Ukinkar²,

Paposa³

2019

IJITEE

View full text Add to dashboard Cite

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“…In general the economy of North Cyprus depends on the service sector that includes education and tourism, and according to a recent study on customer satisfaction and loyalty in banking sector in North Cyprus showed that the vast majority of the TRNC citizens who have participated in this study prefer visiting bank branches, due to security issues and friendly service provided by the banks' personnel. Furthermore, the quiet lifestyle in this small part of the island, which is free of congestion, and the accessibility of all facilities within a short time, in addition to the socializing nature of the TRNC people who they live in a cohesive society in which the personal relationships is highly valued, These special characteristics have reflected on the banks' working environment, as most customers prefer visiting the bank branch in their neighbourhood and establishing good relations with the bank personnel rather than using the alternative banking channels (Ozatac, et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Factors influencing the internet banking adoption decision in North Cyprus: an evidence from the partial least square approach of the structural equation modeling

Alhassany

Faisal

2018

Financ Innov

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This paper aims to examine how the adoption decision of the internet banking in North Cyprus would be affected based on the following dimensions; the technology features, the personal characteristics, the social environment and the expected risk. Design/methodology/approach: A self-administered survey was conducted with 291 participants responded to it. The partial least square approach of the structural equation modeling (PLS-SEM) is employed to investigate the direct effects of the proposed factors on the adoption decision. Additionally, the mediation test is used to examine indirect effects. Findings: Results showed that even though the participants appreciated the benefits of the online banking as the perceived usefulness factor exerts the greatest direct effect, they would rather use clear and easy-to-use websites, adding to that their assessments of the usefulness of these services are significantly influenced by the surrounding people's views and prior experience. This is demonstrated by the total effects of the perceived ease of use and the subjective norm factors, which are greater than the direct effect of the perceived usefulness factor since both of these factors have significant direct and indirect effects mediated by the perceived usefulness factor. The negative impact of the perceived risk factor is weak compared to the previous factors. While the personal innovativeness factor showed the weakest effect among the proposed factors.

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“…What is more, it is important for a customer that bank staff provide him up-to-date information, propose the latest range of services, etc. For instance, Ozatac et al (2016) claim that bank's personnel is one of the crucial elements of trust building. In other words, bank employees ought to do their job in a good quality in order to retain a client.…”

Section: Factors Influencing Trust In Traditional Bankingmentioning

confidence: 99%

Factors Affecting Personal Customers’ Trust in Traditional Banking: Case of the Baltics

Skvarciany

Jurevičienė

2017

Journal of Business Economics and Management

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Nobody disputes that trust is an important issue in choosing a financial service provider, especially in the area of new forms of banking. The goal of this paper is to assess the most important determinants of trust in traditional banking. The study was conducted in the Baltics and personal customers had to rank the distinguished factors. Using correlation analysis and binary logistic regression model it was found that the most significant factor influencing trust in all countries is provided information by the bank. In addition, in Lithuania -bank's characteristics, in Latvia -customers' risk perception and bank's characteristics, in Estonia -respondents' experience of cooperation with a bank were highlighted as significant. The following measures of fit are used in order to describe the created logistic models: contingency table test, Nagelkerke pseudo-R 2 , Pearson chisquare test, Wald test. However, there is a limitation -the survey was conducted online. Nevertheless, as Internet penetration rate is high enough in investigated countries (from 76 percent in Latvia to 91 percent in Estonia), survey results can be adapted for at least seventy-five percent of each country's population. The findings have implications on the development of the strategy and the policy of commercial banks.

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Customer Satisfaction in the Banking Sector: The Case of North Cyprus

Cited by 41 publications

References 12 publications

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Service Quality and Customer Satisfaction: Variation in Customer Perception Across Demographic Profiles in Life Insurance Industry

Factors influencing the internet banking adoption decision in North Cyprus: an evidence from the partial least square approach of the structural equation modeling

Factors Affecting Personal Customers’ Trust in Traditional Banking: Case of the Baltics

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