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This dissertation, "An Exploratory Investigation of the Determinants of Satisfactory Service Quality in Corporate Bank Operation" by Lai-mai, Lok, 駱麗梅, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b3126673 Subjects: Banks and banking - China - Hong Kong - Customer services Consumer satisfaction
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
This study aims at contributing towards enhancing the existing level of understanding with regard to the determinants of service quality and its effects on the behavior of customers in the Greek banking industry and narrowing the existing literature gap. We expect that the conclusions drawn will be welcome by the management of banking institutions and will be put to good use to progress their competitive market position. Previous research in international markets has shown that the corporate image of banking institutions to a large extend relies upon the excellence of their service delivery and their ability to sustain long-lasting relations with their customers. We hope our findings will become a useful basis for further research in the Greek or other financial services markets. A SERVQUAL type scale is developed especially customized for the Greek banking industry, assess the scale's reliability and validity and detect its factorial structure. Importance-Performance analysis is employed to provide strategic guidance to Greek banking institutions on deploying their quality efforts and resources towards better matching their customers' needs and expectations.
Technological innovations in the banking sector have provided numerous benefits to customers and banks alike; however, the use of e-banking increases vulnerability to system attacks and threats, making effective security measures more vital than ever. Online Banking Security Measures and Data Protection is an authoritative reference source for the latest scholarly material on the challenges presented by the implementation of e-banking in contemporary financial systems. Presenting emerging techniques to secure these systems against potential threats and highlighting theoretical foundations and real-world case studies, this book is ideally designed for professionals, practitioners, upper-level students, and technology developers interested in the latest developments in e-banking security.
Research in the field of service quality and consumer behavior has developed in many dimensions in the past decade. A number of models have been developed to determine the factors leading to satisfaction; however, within the past few years, scholars have proved that satisfaction is not sufficient to leave a strong mark in the minds of the customers. Service quality and customer delight have been the buzzwords in the business world in recent times as scholars have proven that customer delight is the key to customer retention. The Handbook of Research on the Interplay Between Service Quality and Customer Delight considers how companies around the world in a cross-cultural environment are dealing with service quality and customer delight and proposes a global outlook on the current trends, tactics, and opportunities. Covering key topics such as buyer funnels, consumer dissonance, and digital solutions, this reference work is ideal for business owners, managers, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Papers presented at the Third National IT Conference.
Zusammenfassung: This is an open access book. Hanoi University of Science and Technology - School of Economics and Management, University of Economics Ho Chi Minh City, University of Economics and Business - Vietnam National University, Hanoi, National Economics University - Faculty of Business and Management, The University of Danang - University of Economics, Vietnam National University - International School, Foreign Trade University, University of Hertfordshire (UK), AVSE Global (France) and PPM School of Management (Indonesia) will organize The 11th International Conference on Emerging Challenges: Smart Business and Digital Economy, Vietnam on November 3-4, 2023. We would like to invite you to be a part of the ICECH2023 and submit your research papers for presentation consideration. The aim of ICECH2023 is to provide a forum for academics and professionals to share research findings, experiences and knowledge for adaptation and business strategy in a post-Covid as well as various uncertainties and complexities in the world in the Asia-Pacific region. We welcome the submissions in Economics, Business, Innovation Management, and Business Law
This proceedings volume explores the disruptive effect of COVID19 pandemic on business leaders and managers. It covers the sweeping changes experienced by all sectors of work and business along with core functional verticals. As organizations institutionalize lessons learned through trial and error, an effort is required to document these efforts. The volume is an amalgamation of papers presented papers at the International Management Conference, 2021 hosted at KIIT University, India in February 2021. The thrust of this conference was to gather a holistic picture of the lessons derived during the pandemic hardship. Selected papers provide readers with an idea of the new normal in various domains of management across industries and organizations. Research papers, from each functional areas of business management, give focus on experiences and best practices.
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