banking Services

This article based on the analysis of business activities of BIDV Phu My. Through the research survey of selected groups of customers in the area of Vung Tau province the authorshaveidentified impacting factors on their satisfactions from ATM service quality of the Bank. The research aim of authors is to use quantitative analytical tools to determine the level of impact of identified factors on customers"satisfactionfrom ATM services quality of the Bank in the area of Vung Tau province. As next, the following research aim of the authors is to propose a set of adequate solutions to boost customers" satisfaction related with ATM service quality at BIDV Phu My in Vung Tau Province.

Regarding the rapid growth of Information Technology and the changes that were made in business process, banks require an independent structure to coordinate with these changes so that they could meet the needs by making some changes in the organization's software and without needing to apply some general changes in organization's software and hardware frameworks or even spending enormous amounts of money.
Using the service-oriented architecture comes along as the best choice for bank programmers and analyzers. In this research, some solutions were presented for resolving the problems caused by the information integrity, service and security by introducing the service-oriented architecture and the universal system of the Core Banking and later on by utilizing simple patterns of the service-oriented architecture and studying the current situation in Saderat Bank. Finally, putting together patterns derived from the solutions, we reach a model proportionate to the bank structure under study.
The recommended model was analyzed by an assembly of banking experts via the SPSS software and using the T-test technique and regression. The research results are indicative of the approval of the present research's recommended model. The proposed model significantly improved the problems caused by the service integrity from among other in-dices of information integrity, service and security.
.

This study explores the adoption of mobile banking practices in Saudi Arabia. It focuses on the existence of sufficient infrastructure, and the possible challenges that m-banking services may face. Also, discovers the potential opportunities in the country. A sample of banks in Saudi Arabia was surveyed via questionnaire, with a particular focus on the staff in the related IT departments. The findings demonstrate that although m-banking is believed to be important, there is a general lack of awareness, and it is still not widely accepted by the public. M-banking services provided should be easier to use and offer more security to its users. Furthermore, findings reveal that cooperation among the concerned parties is currently not extensive. From this, the researcher recommends that governing regulations and policies should be properly identified and put in place, and proposes that banking decision-makers in Saudi Arabia should re-evaluate their bank's strategic plans.

Purpose – The purpose of this paper is to develop a multi-item scale for measuring the customer
relationship management effectiveness (CRME) in Indian retail banks and to examine its relationship
with key customer response variable.
Design/methodology/approach – This research adopts two different studies to develop and
validate the scale for CRME. In study 1, responses obtained from 197 Indian retail banking customers
were used to identify key dimensions of CRME. In study 2, nomological validity for the CRME scale
was provided using a new sample of 261 actual bank customers. Furthermore, the relationship
between CRME dimensions and customer behavioral outcomes such as customer satisfaction, loyalty
and cross-buying were examined.
Findings – The results of factor analyses revealed five dimensions for CRME, namely, organizational
commitment, customer experience, process-driven approach, reliability and technology-orientation.
Organizational commitment, process-driven approach and reliability were found to positively affect
customer satisfaction. Reliability was found to have direct association with customer loyalty and both
customer satisfaction and loyalty-influenced cross-buying.
Research limitations/implications – The identification of the dimension will help bank managers
to implement an effective customer relationship management (CRM) that enhances customer
satisfaction, loyalty and provides opportunities for banks to cross-sell other related and unrelated
products to its customers.
Originality/value – This paper provides a robust scale for measuring CRME in the Indian banking
context. It examines the relationship between CRM efforts and relational outcomes of satisfaction,
loyalty and cross-buying.

The Banking and Financial Environment in Colombia has witnessed so many regulatory changes and competitive dynamics. This has made segmentation practices an imperative determinant in their service offering and development to its complex customers. Approach: This study assessed the use and impact of market segmentation patterns and practices on the performance of selected banks in
Colombia, post consolidation period of 2012 to date. The methods applied were both primary and secondary while the design was mainly exploratory, relating basic market segmentation variables like market share, geographical location and pricing to bank performance. Statistical test using Herfindal Hirchman Index (HHI) was designed to test for market concentration against bank’s performance.
Objective: The idea behind this research was to assist managers, business students, and banking workers to understand the concept and impacts of marketing segmentation patterns and practices on banks performance. Results: Findings from the study indicate that, segmentation practices have immensely impacted on the performance of the selected banks in Colombia. The study exposed that the banks have used segmentation practices to lower their overall operation unit cost, expand their market shares, retain their customers, better their communications, increase profitability and focus on their company. They are well positioned in capital strength and they are the best capitalized banks in Colombia, thanks to their segmentation strategy called data-informed strategy. Conclusion: The study however concluded that there is a threshold point (37.2%) in which any further commitment of funds
into market segmentation practice can lead to negative result. Recommendation: It was recommended that less dominated banks can adopt acceptable corporate image, simple and flexible account opening formalities, just-in-time service delivery, employee-customer management, and effective and efficient use of referrals to win customer loyalty which tend to retain old customers and win new customers as well.

Banks are the intermediaries that mobilise savings from the public and lend in the form of loans and advances to the creditworthy persons. In a simple language, banks will not survive without customers, namely, depositors and borrowers. Every customer is happy to have dealings with those that satisfy their wants. Before 1991, the nationalised banks were providing monopoly banking services and the banking staffs did not worry for banking performances as they are getting regular salaries and other benefits being the government employees. But, after the liberalisation of banking sector in the year 1991, there are many new private as well foreign banks started operating in the Indian Banking sector with new financial products, technology and customer oriented services. With this emergence of new era in Indian Banking Industry, the old nationalised banks new to bring a number of reforms in the operation and methods of providing services to the customers. As a result of low quality services and abdicable behaviour of staffs of nationalised banks, new private banks that entered recently in Imphal area of Manipur are able to have good business without much difficulty of being new entrant. The present paper " Customer Satisfaction of Banking Services in Manipur " discusses mainly on banking services, customers of the banks, banker and customer relationship, Banking Ombudsman Scheme, various Committees on Banking Customer Service, Banking profile of Manipur, various findings, suggestions, etc. This paper highlights that without proper attention towards the customer satisfaction; banks will not be able to grow in future. They should try to provide all possible facilities and personalised services to their customers.

Stemming from the practical need to attract a lot of customers to transact and use services at Bac A Bank, to maximize the potential market in the area, dominate market share and maximize. The study surveyed 200 customers through interview questionnaires, survey samples were selected by convenient, non-probability sampling method. The thesis uses a 5-level Likert scale to measure the variables and uses SPSS software to analyze data. The thesis has researched the influence of 5 factors: reliability, responsiveness, service capacity, empathy and tangible means to measure customer satisfaction as well as considering the impact of these factors on customer satisfaction with service quality at Bac A Bank. In addition, the author also researches the differences in customer satisfaction according to the individual characteristics of the customers participating in the survey such as age, gender, education level, occupation, income. enter, the time to use the service. On the basis of the research results achieved, along with the consideration of the bank's development orientations and strategies, the thesis proposes a number of solutions to contribute to improving customer satisfaction.

The banking industry is facing several changes.
Control is now in the hands of the customer, rather than the bank.
Customers are driving new business models. Technology
changes the traditional business transformation. Banks need to
react to this new customer-driven environment with innovation in
business models, operations and IT. For banks, the value
proposition for cloud computing affects the entire business.
Cloud technology offers a new model for delivering innovative
client experiences, effective collaboration, improved speed to
market and increased IT efficiency.
      Cloud computing provides a platform for optimizing
financial services operations while creating and delivering the
kind of innovative services that differentiate and propel your
business forward. It is agility that will be the lifeblood of
successful financial enterprises going forward, and cloud
computing is one way of gaining that agility. Cloud services
deliver revolutionary performance that empower the banking
industry to automate and manage their processes.

Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses, where companies need to fight for their survival, rendered evident that building and managing relationships with customers is vital. In the service area the construct of satisfaction is bound to the interaction with the service provider, conferring to the evaluation even greater importance. This paper offers an approach to Customer satisfaction measurement in the banking services by FAHP. Fuzzy AHP is a highly complex methodology and requires more numerical calculations in assessing composite priorities than the traditional AHP and hence it increases the effort.
The findings of the study supported the contention that the Professional knowledge (F1), Waiting time (F3), Service quality and demand (T1), Customer kind (S1), Education (S3) are core criteria in customer satisfaction respectively are the most factors for customer satisfaction. However, customer satisfaction alone cannot achieve the objective of creating a loyal customer base. Some researchers also argued, that customer satisfaction and loyalty are not directly correlated, particularly in competitive business environments because there is a big difference between satisfaction, which is a passive customer condition and loyalty, which is an active or proactive relationship with the organization.

In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking customers like better tracking for transactions, multiple delivery channels for provide services for online customers. The private sectors banks put almost effort to satisfy their customer's expectation through their various efforts like their bank prompts responses, online banking securities, reliability & confidence and efficiency of website. The present study analyzed the factors determining the customer's satisfactions online banking with sample of selected private sector banks in Chennai city. The result of the proved that private sector banks websites has to offer various innovative financial services to their customers. The private sector bank has to conduct the regular survey on customer services to attract the new customers and retain the existing customers.

This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.

This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.

Development of smartphones in Indonesia change the order of the marketing strategy in which the public interest is increasing to transact online without having to transact face to face (face to face). Changes towards online transactions also affect transactions in the banking industry. Service bank was developed to meet customer satisfaction include SMS banking and internet banking. With the existence of such services is expected to facilitate the effective and efficient transaction. Sophistication smartphone influential enough to service bank through the application of gadgets or ease of access intenet. From the description of this study is to see how the impact of the use of smartphone technology service bank. The method used is quantitative method by using statistical techniques. Primary data were collected through questionnaires to 158 respondents using incidental sampling technique wherein the determination technique based on chance. The description of the use of smartphones, SMS banking and interest in the use of e-banking presented through quantitative descriptive analysis. The results of quantitative descriptive analysis shows that the use of smartphones has been optimized, sms banking has been going well and the use of e-banking interests perceived high. The results of the analysis revealed that the development of smartphones have a positive impact on the utilization of bank service excellent views of internet banking or SMS banking.

With the advent of health risks related to gathering of people, banks
among other institutions are relying on e-services to reach out to their
customers. These services are directly affected by service failure and recovery.
This study examines the relationship between effective service recovery,
well-established communication structure, customer satisfaction and customer
loyalty, in order to provide a better quality service for the millennial customers.
Collected data was analysed using the SPSS software. The results show that
there is a significant positive relationship between the following attributes:
service recovery and customer loyalty, customer satisfaction and positive
word-of-mouth, communication and conflict handling on loyalty.

Purpose-This article examines the relationship between service quality and customer satisfaction from the banking service in Albania. Design/methodology/approach-For the realization of this study, the authors relied on primary data. The population, taken in the study, are the clients of a commercial bank operating in the city of Durrës. The questionnaire is structured with questions on a five-point psychometric scale, grouped for each dimension of quality and the dependent variable of customers' satisfaction. To prove the consistency of the indicators within each factor, the Cronbachs' alpha test was performed, while for the analysis of the functional relationships between the dimensions of service quality and customers' satisfaction, the correlations were tested and the Enter/Stepwise methods were used. The software used for data processing is SPSS V.21. Findings-Customers' satisfaction for the sample taken in the study is dependent on two factors, assurance and responsiveness. Other factors do not directly affect customers' satisfaction with banking services, but are statistically significant related to the independent variables included in the study. Originality/value-This paper tests previously found relationships, but the socioeconomic developments, the level of financial culture, and the extent of banking sector in Albania, seem to affect consumers' perceptions of quality and what makes them satisfied. Passing two major financial crises (pyramid schemes in 1997 and the 2008 financial crisis) with a poor financial culture, the Albanian customers expect a quality service in a service that makes them feel safe and is being offered specifically to their expectations.

Banking services perform an important task in the current situation, focusing on the advanced grading of customers utilizing dif erent products of the bank. Banking facilities are now becoming important to all, which allows customers to undertake dif erent types of work. Bankings which have been developed with the aid of emerging banking products such as Automated teller machine, telephone wallet, telephone financial services, online payments and the conversion of digital funds that have been successfully utilized by customers. The consumers have been actively pursued to reduce moment, resources, and commitment. The sample scale is 200 and work are being done in the district of Virudhunagar. The researcher framed 50 statements related to banking products that have the reflection of customer opinion and it was analyzed by percentage analysis and Multivariate analysis to test the hypothesis and study. The key objective of the work isto discover consumer opinions and attitudes towards dif erent banking items.

The reason of this research article is to assess the customers' satisfaction towards the banking services provided by the Indian overseas Bank (IOB) in Ariyalur District, Tamilnadu. It was a Bank based cross-sectional study conducted customer attending banking services at Indian overseas Bank (IOB) in Ariyalur District, Tamilnadu. 100 customer interviewed by a semi structured questionnaire.

Financial Inclusion denotes delivery of financial services or banking services at an affordable cost to the vast sections of the disadvantaged and the unprivileged lowincome groups. The various financial services include credit, savings, insurance and payments and remittance. Through graduated credit, the attempt must be to lift the poor from one level to another so that they come out of poverty. In India, only 6.82 crore households have access to banking services. In recent years, the financial intermediaries play an important role in financial inclusion. The commercial banks are making exceptional headway in inclusion efforts. The Bank of India, a commercial bank in India, is treating financial inclusion as social cause and implementing it as a movement taking all banking products and services to the needy and deprived section. It has taken various initiatives to promote financial inclusion. In this regard, an attempt has been made to do a case study on Bank of India (Guwahati Branch) about financial inclusion and their initiatives in this, their current status and problems faced by them in this case. For this study, both primary and secondary data have been collected. Various journals, magazines, books, bank bulletin, Government of India reports have been taken as secondary data sources. The paper follows the descriptive method. It has been found that the particular branch is successful in some selected financial inclusion strategies

Globally banks are faced with keen competition for customers and as a result both banks and non-banks financial institutions are looking for all types of information on consumer behaviour and motivation pertinent to banking activities. This is because the drive to acquire information about customers is reflected in the growth of relationship banking that draws heavily on the experiences of relationship marketing. The current study analyses the factors that University students consider important in their choice of commercial banks. The study used primary data from a survey using self-administered questionnaire as the instrument. Both descriptive and multivariate statistical methods were used to analyse the data. It was found that the most important factors influencing student choice of a commercial bank are recommendation by parents and friends, availability of ATM facility, provision of efficient services, the ease with which an account can be opened and service charges. It is recom...

This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.

With the rise in income rises a person’s standard of living, obviously comprising of the better and easy to use living, obviously are yet various basic living conditions that can be available to the consumer irrespective of the level of income earned-such as the banking services, but the same cannot be ruled out for the usage of the smart banking study examines the usage of the smart banking across the various income groups, and the resistance thereof. Further, the barriers of such resistance are studied across the various income groups

Purpose-This article examines the relationship between service quality and customer satisfaction from the banking service in Albania. Design/methodology/approach-For the realization of this study, the authors relied on primary data. The population, taken in the study, are the clients of a commercial bank operating in the city of Durrës. The questionnaire is structured with questions on a five-point psychometric scale, grouped for each dimension of quality and the dependent variable of customers' satisfaction. To prove the consistency of the indicators within each factor, the Cronbachs' alpha test was performed, while for the analysis of the functional relationships between the dimensions of service quality and customers' satisfaction, the correlations were tested and the Enter/Stepwise methods were used. The software used for data processing is SPSS V.21. Findings-Customers' satisfaction for the sample taken in the study is dependent on two factors, assurance and res...

Banking market may be assessed in terms of the two-way relationship between customer and bank or in other words, their loyalty to the Bank. Some people are associated with certain banks and do their required operations in the same bank. Some also refer to several banks, and according to their varying needs and expectations utilize of services different banks. Identification of customers expectations and fulfill these is one of the main reasons for the expansion of the market and maintaining customer loyalty. Active banks attempt as part of its ongoing reform program to constantly be aware of their customers ' expectations, understand their needs and improve their services. This study seeks to identify the customers ' expectations of Bank Sepah and provide a model of expectations, may help bank in providing better services. Methodology of this study is applicable in terms of the purpose, and descriptive in terms of data collection method. The statistical population of this ...

In the present technological era the banking industry in the world especially in India undergo the rapid changes. The information technology has play the major role in providing the various innovative customer services for online banking customers like better tracking for transactions, multiple delivery channels for provide services for online customers. The private sectors banks put almost effort to satisfy their customer's expectation through their various efforts like their bank prompts responses, online banking securities, reliability & confidence and efficiency of website. The present study analyzed the factors determining the customer's satisfactions online banking with sample of selected private sector banks in Chennai city. The result of the proved that private sector banks websites has to offer various innovative financial services to their customers. The private sector bank has to conduct the regular survey on customer services to attract the new customers and retain the existing customers.