Do job competencies influence the satisfaction of customers? An investigation in the cooperative banking sector

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
V. Shanujas ◽  
T. Radha Ramanan
Keyword(s):  
Customer Satisfaction ◽  
Performance Appraisal ◽  
Banking Sector ◽  
Core Competencies ◽  
Stepwise Multiple Regression ◽  
Underlying Structure ◽  
Content Type ◽  
The Social ◽  
Technical Competencies ◽  
Cooperative Banks

PurposeA cooperative bank customer in India has varied needs and is a unique segment of Indian banking. The purpose of the study is to provide the sector with an understanding of the needs of the cooperative bank customers in the context of improving core competencies required for the delivery of service.Design/methodology/approachThe study adopted multiple methods that included the Delphi method as well for competency identification. Appropriate factor analyses are conducted to confirm the construct validity and to determine the underlying structure of the variables chosen for the study. Stepwise multiple regression analysis is employed for data analysis.FindingsSurprisingly, emotional competency showed an insignificant relationship with customer satisfaction. The social and technical competencies are found significant. The findings suggest the incorporation of technological advancements in cooperative banks.Research limitations/implicationsThe generalization of the results is limited as the work was confined only to cooperative banks and also because of the limited sample size. The self-reported nature of competency measures also limits the accuracy of results.Practical implicationsThis work suggests that a bank has to concentrate on improving the technical competencies of the employees. The findings could also aid the bank managements in policy decisions in recruitment, selection, performance appraisal among others.Social implicationsCompetent employees could help meet the customers to satisfy their financial needs and thereby the social and economic development of the weaker section of the society could be achieved.Originality/valueConducting primary research and identification of technical competency as the major contributor to customer satisfaction are the major contributions.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana

2019 ◽  
Vol 37 (5) ◽  
pp. 1215-1233 ◽  
Author(s):  
Kong YuSheng ◽  
Masud Ibrahim
Keyword(s):  
Customer Satisfaction ◽  
Service Delivery ◽  
Financial Services ◽  
Structural Equation ◽  
Banking Sector ◽  
Innovation Management ◽  
Service Innovation ◽  
Initial Study ◽  
Equation Modeling ◽  
Content Type

Purpose The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana. Design/methodology/approach Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling. Findings The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty. Research limitations/implications This study offers theoretical support for the adoption of innovative techniques in service provision and delivery. Originality/value This paper provides an initial study into innovation management in financial services context in an emerging economy.

scholarly journals Towards innovation, co-creation and customers’ satisfaction: a banking sector perspective

2019 ◽  
Vol 13 (3) ◽  
pp. 311-325 ◽  
Author(s):  
Muhammad Imran Malik ◽  
Rizwan Ahsan
Keyword(s):  
Risk Assessment ◽  
Customer Satisfaction ◽  
Banking Sector ◽  
Equation Modeling ◽  
Access To Information ◽  
Content Type ◽  
Information Risk ◽  
Relationship Of ◽  
Number Of Customers ◽  
The Relationship

Purpose Co-creation fosters customer’s involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship. Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction. Design/methodology/approach A sample of 384 customers from selected banks in Pakistan was selected. The study adopted quantitative, explanatory and cross-sectional research design. Structural equation modeling is used for analysis. Findings The results revealed a positive and significant relationship between co-creation with customer satisfaction. Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation. The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction. Research limitations/implications Few banks with a small number of customers were selected for the study. Practical implications Managers must consider customer’s access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction. Social implications Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers. Originality/value Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation. Moreover, the relationship of co-creation with customer satisfaction is examined.

scholarly journals Resource-based competition: three schools of thought and thirteen criticisms

2014 ◽  
Vol 26 (2) ◽  
pp. 122-148 ◽  
Author(s):  
Tarek El Shafeey ◽  
Paul Trott
Keyword(s):  
Design Methodology ◽  
Dynamic Capabilities ◽  
Core Competencies ◽  
Social Constructionist ◽  
Management Research ◽  
Resource Based View ◽  
Content Type ◽  
The Social ◽  
Practical Implications ◽  
Terminological Confusion

Purpose – The field of research on resource-based competition is full of nuanced terminology and misunderstandings. This has led to confusion, and thus the authors offer a critical review, which provides a structure and clarity to this subject. The paper aims to discuss these issues. Design/methodology/approach – This analysis structures the literature on resources, capabilities, and competences into three distinct schools of thought: the resource-based view (RBV) of the firm, the rational-equilibrium school; the dynamic capability-based view of the firm, the behavioural-evolutionary school; and the competence-based view of the firm, the social constructionist school. Findings – The authors uncover 13 criticisms of the most widely adopted theoretical framework of the RBV of the firm – Valuable-Rare-Imperfectly imitable-Organisation (VRIO). Research limitations/implications – The misinterpretation and neglect of the classic scholarly work may help to explain why the VRIO framework has been elevated from a view to a theory and why it has received so much attention. Practical implications – The authors show how the relative ease of measuring resources as compared to (dynamic) capabilities and (core) competencies has helped raise the profile of RBV. Originality/value – This analysis contributes to management research by illustrating the deviation among the three schools of thought; the authors show how this has contributed to wide terminological confusion and offer a structure to help researchers situate their work within the relevant school of thought.

Greece's more competitive economy may turn to exports

2015 ◽  
Keyword(s):  
Banking Sector ◽  
Capital Controls ◽  
Content Type ◽  
Long Run ◽  
The Social ◽  
Greek Economy ◽  
Service Sectors ◽  
The Government ◽  
Very High ◽  
Competitive Economy

Subject Signs of resilience in the Greek economy. Significance The Greek government's protracted negotiations with its international lenders led to very high levels of economic uncertainty, which peaked in July 2015, with the introduction of capital controls. Since then, the progress made by the government towards implementing its agreement with the international lenders has largely removed fears that Greece might have to leave the euro-area, but capital controls and restricted liquidity in the banking sector continue to hamper economic activity. After slowly expanding through 2014 and the first half of 2015, the Greek economy slumped back into recession in the third quarter. Impacts Reforms of the social security system required by the lenders are likely to prove the most politically contentious. A decreased contribution to GDP by the construction and service sectors will alter the composition of the Greek economy in the long run. The structural nature of unemployment will require an urgent reassessment of the labour force's training and educational needs.

scholarly journals Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Mahbubar Rahman ◽  
Ahmed Al Asheq
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Content Type ◽  
Research Findings ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Private Banking ◽  
Customer Satisfaction And Loyalty

PurposeThe main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.Design/methodology/approachThe researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.FindingsThe research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.Research limitations/implicationsThe research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.Originality/valueThis study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

The impact of social visibility of VIP services on satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zhongpeng Cao
Keyword(s):  
Customer Satisfaction ◽  
Boundary Conditions ◽  
Service Providers ◽  
Customer Segmentation ◽  
Mediating Effect ◽  
Perceived Fairness ◽  
Content Type ◽  
The Social ◽  
Social Visibility ◽  
The Impact

Purpose From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way in which ordinary customers view VIP services has received less attention. Based on fairness heuristic theory and social comparison theory, this study aims to examine the impact of the social visibility of VIP services on ordinary customers’ satisfaction and explored the underlying mechanisms and boundary conditions of this effect. Design/methodology/approach Two experiments were conducted, Study 1 verified the main effect and mediating effect, Study 2 tested the moderating effect. Findings The results show that the social visibility of VIP services decreases ordinary customers’ satisfaction and perceived fairness mediates this effect. The deservingness of VIP status moderates the connection between social visibility and perceived fairness. Research limitations/implications This research changes the objects of VIP services research and focuses on ordinary customers as its main group and expands the scope of social comparisons among customers. Practical implications The findings expand the scope and perspective of research on VIP services and provide guidance to service providers to reduce ordinary customers’ feelings of unfairness so as to improve customer satisfaction. Originality/value This study explores the effect of the social visibility of VIP services on ordinary customer satisfaction from the perspective of perceived fairness, as well as the underlying mechanism and boundary conditions of the effect.

Performance appraisal justice and affective commitment: examining the moderating role of age and gender

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shikha Rana ◽  
Shalini Singh
Keyword(s):  
Performance Appraisal ◽  
Affective Commitment ◽  
Banking Sector ◽  
Moderating Effects ◽  
Age And Gender ◽  
Content Type ◽  
And Gender ◽  
Relationship Of ◽  
The Relationship

Purpose Performance appraisal (PA) is one of the most indispensable human resource management practices as many critical decisions regarding employees’ performance are heavily based on the PA results as they are responsible for various attitude-related outcomes. This study aims to investigate the relationship between PA justice and affective commitment (AC) of employees in the Indian banking sector, and to examine the moderating effects of age and gender on this relationship. Design/methodology/approach A total of 298 employees from the banking sector were randomly selected to examine the relationship between PA justice and AC along with the moderating role of age and gender on this relationship through structural equation modelling using AMOS 21. Findings The findings of the study supported hypothesized relationships as PA justice significantly predicted the AC of bank employees in India. The moderating effects of age and gender on the relationship of PA justice and AC are found to be high for older employees and female employees, respectively. Research limitations/implications As the present study was cross-sectional, so any inferences regarding causality are limited. Theoretical and managerial implications have been discussed in the context of banking sector. Originality/value The paper contributes new insights to the existing literature by examining the moderating effects of age and gender on the relationship of PA justice and AC in the context of Indian banking sector.

Does the tag “Islamic” help in customer satisfaction in dual banking sector?

2019 ◽  
Vol 10 (1) ◽  
pp. 138-149 ◽  
Author(s):  
Fayaz Ahmad Lone ◽  
Ulfat Rashid Bhat
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Alternative Approach ◽  
Future Strategy ◽  
Conventional Banks

Purpose The purpose of this paper is to find out the importance of the tag “Islamic” in the title of banks. This will help to determine the future strategy of Islamic banks, while expanding to the countries where Islamic banking is seen as a religious banking and not an as an alternative approach to the conventional banking. Design/methodology/approach Adopting convenience sampling, a total of 596 customers of both Islamic and conventional banks were surveyed from four regions of Saudi Arabia (Makkah, Madinah, Riyadh and Dammam) using a self-structured questionnaire on a five-point Likert scale. Findings The results concede that Islamic banks without the tag “Islamic” and conventional banks have same customer satisfaction. There are some factors other than the tag “Islamic” which are driving customers towards Islamic banking. Those factors include physical aspects of the bank, level of satisfaction with the services, dealing and attendance by the staff and safety and security of the bank. Besides, the application of fundamental principles of Islamic banking works as a key motivation for customer satisfaction with Islamic banking. Practical implications Applying the tag “Islamic” is not as important as implementing the principles of Islamic banking. Islamic banks can survive and compete well even without using the “Islamic” tag if they implement the prime principles of Islamic banking and work on improving the factors highlighted by this study. This study can prove to be helpful in the expansion of Islamic banking in the countries where religious banking is not generally preferred by customers. Originality/value This is the first study to find out the customer satisfaction in a dual banking system (comprising of conventional banks and Islamic banks that do not use the tag “Islamic”), thereby filling the existing gap in the Islamic banking literature.

Building brand equity in retail banks: the case of Trinidad and Tobago

2014 ◽  
Vol 32 (4) ◽  
pp. 300-320 ◽  
Author(s):  
Meena Rambocas ◽  
Vishnu M. Kirpalani ◽  
Errol Simms
Keyword(s):  
Customer Satisfaction ◽  
Trinidad And Tobago ◽  
Brand Equity ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Mediating Role ◽  
Market Expansion

Purpose – The purpose of this paper is to investigate an integrated model mapping the influence of brand affinity, customer experience, and customer satisfaction on brand equity in retail banking. Design/methodology/approach – Data were collected from 315 banking customers in Trinidad and Tobago through personally administered structured questionnaires and analyzed with Structural Equation Modelling. Findings – The findings showed the mediating role of customer satisfaction in brand equity relationships. The results also showed the pivotal role of brand affinity, customer satisfaction, and service experience in explaining brand equity. Practical implications – The study provides an integrated approach to brand building. It also offers an objective framework brand owners can use to evaluate marketing investments. It also provides a clear brand differentiation strategy for bank brands. Finally, it introduces cross-cultural research in brand equity which can be a useful competitive tool for indigenous banks and foreign banks seeking market expansion strategies. Originality/value – This research is one of the few studies that analyzed brand equity in retail banking. It advanced a brand equity framework that explores the mediating role of customer satisfaction and provides a guide to uplift perceptions and stimulate customer confidence in the banking sector.

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