Study of Customer Satisfaction in the Banking Sector in Libya

Akgam, Haitham Ahmed

doi:10.7763/joebm.2015.v3.264

Cited by 25 publications

(21 citation statements)

References 17 publications

(15 reference statements)

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“…Al-Azzam and Fattah (2015) in their study on the effect of service quality dimensions on customer satisfaction among Arab bank customers in Jordan, indicated that all the five dimensions of service quality have a positive effect on customer satisfaction. The findings support prior studies by Kheng, (2010) and Murugiah and Akgam (2015) who found a positive relationship between customer satisfaction and the five dimensions of service quality. These studies confirmed that the five dimensions of service quality are an important tool for assessing the quality of services in the banking sector but the mediating effect of service quality on the relationship between CRM and customer satisfaction was not assessed, hence the gap addressed in this study.…”

Section: Customer Relationship Management Service Quality and Customsupporting

confidence: 90%

Mediating Effect of Service Quality on the Relationship Between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders In Nairobi City County, Kenya

2019

EJBM

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The objective of this study was to establish the mediating effect of service quality on the relationship between CRM and satisfaction of commercial banks account holders in Nairobi City County, Kenya. The study adopted a cross-sectional research design involving descriptive and explanatory research techniques. The target population was 34,649,583 account holders out of which a sample of 400 respondents was selected using mixed sampling techniques. Data was collected using a semi structured questionnaire and analyzed using both descriptive and inferential statistics. Simple and multiple linear regression were conducted to assess the relationships between the variables. The study was limited to a few constructs, cross sectional data, localized population and self reporting. The study established that service quality had a statistically significant mediating effect on the relationship between CRM and satisfaction of commercial banks account holders. The study recommends that commercial banks management should consider service quality dimensions when developing strategies because they have a significant effect on account holder satisfaction with commercial banking services. Commercial banks in Kenya and the central bank can use the findings of this study to formulate CRM related policies that enhance service quality and satisfaction of account holders. To increase the level of generalizability and objectivity, future studies should be carried out in microfinance banks, Savings and Credit Organizations using additional variables and a different methodology.

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Section: Customer Relationship Management Service Quality and Customsupporting

confidence: 90%

Mediating Effect of Service Quality on the Relationship Between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders In Nairobi City County, Kenya

2019

EJBM

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“…On the contrary, Murugiah and Akgam (2015) concluded an interesting result. They proved a negative relation between bank security and customer satisfaction.…”

Section: Introductionmentioning

confidence: 92%

The impact of the E- CRM (expected security and convenience of website design) on E- loyalty field study on commercial banks

Rashwan¹,

Mansi²,

Hassan³

2019

JBRMR

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This study aimed to investigate the micro-linkages between electronic customer relationship management (E-CRM) and electronic loyalty of customers, through electronic banking satisfaction as a mediator variable. specifically, the neglected roles for expected security, convenience of website design. To achieve the objectives of the study, four basic hypotheses were formulated, it's were tested using preliminary data collected through the survey list, Data was collected by a convenience sample, the sample of study consisted of (370) customer who representative of the community of customers of Egyptian commercial banks who dealing electronically, Data analysis and hypothesis testing have been depended on use methods of a structural equation modeling, confirmatory factor analysis, path analysis, and direct and indirect analysis by using the Bootstrap method, The study found a significant correlation between the dimensions of the E-CRM (expected security) and The intentions of repeat e-dealing and providing customers positive words to others, A significant correlation was found between the convenience of website design and providing customers positive words to others. While there is no significant relationship between convenience of website design and intentions of repeat e-dealing. And the electronic banking satisfaction does not play the role of mediator in influencing the relationship between E-CRM dimensions (expected security) and providing positive words to others, and the intentions to repeats electronic transactions. So, Managers are likely to increase customer's loyalty by providing technological protection mechanisms for electronic banking transactions and enhance convenience requirements on the website in terms of ease of use and immediate customer problem solving, predisposing positively Customer's attitudes towards the banks.

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“…However, various studies (Fraering and Minor, 2013;Murugiah and Akgam, 2015;Cohon, 2007;Zamazalová, 2008) did not confi rm this relations and showed that even satisfi ed customers switch their bank if another one offers them a better product. There are two ways to explain these fi ndings.…”

Section: Introductionmentioning

confidence: 99%

Satisfaction and loyalty of banking customers: a gender approach

Belás

Chochoľáková

Gabčová

2015

Economics &Amp; Sociology

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Abstract. Bank customer satisfaction is a hot topic of current scientifi c research for many reasons. In response to the negative impact of the recent fi nancial crisis of 2008, the public has become very sensitive to all aspects of commercial bank activity. Banks are looking for ways to increase their fi nancial performance. Researchers are trying to fi nd the main determinants of bank customer satisfaction and examine these issues from diff erent perspectives. Th e aim of our research was to investigate the relationship between gender and the major attributes of satisfaction and loyalty of the banking clients. In this context, we investigated at the same time whether there were statistically signifi cant diff erences between the genders depending on age and education. Bank customer satisfaction research was conducted through a questionnaire survey on a sample of 459 respondents in the Czech Republic in 2014, of which 44% were men and 56% were women. We found that women relative to men prefer the following satisfaction factors: quality of banking products and services and convenient and friendly service in a branch. More women than men believe that the bank staff has a genuine interest in understanding their fi nancial needs. In our research, women have more often reported that their bank's staff would explain to them the advantages and disadvantages of the bank products that were of interest to them. In addition, it was found that women are more loyal to their banks than men.

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Study of Customer Satisfaction in the Banking Sector in Libya

Cited by 25 publications

References 17 publications

Mediating Effect of Service Quality on the Relationship Between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders In Nairobi City County, Kenya

Mediating Effect of Service Quality on the Relationship Between Customer Relationship Management and Satisfaction of Commercial Banks’ Account Holders In Nairobi City County, Kenya

The impact of the E- CRM (expected security and convenience of website design) on E- loyalty field study on commercial banks

Satisfaction and loyalty of banking customers: a gender approach

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