Customer Satisfaction on Banking Channels
Keywords:
Bank Services, Customer Orientation, Customer Satisfaction, Financial Distribution Channels, Indian Banks, Internet Banking.
Abstract
Satisfaction with banking services is an area of growing interest to researchers and managers.This research examined the survey responses of 120 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was investigated, and this information was used to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.
References
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Mercer, D. (1995) ‘Future directions in banking – the changing nature of financial services’, The Australian Banker,
Moutinho, L. and Meidan, A. (1989) ‘Bank customers’ perceptions, innovations, and newtechnology’, International Journal of Bank Marketing.
Prendergast, G. (1993) ‘Self-service technologies in retail banking: current and expected adoption patterns’, International Journal of Bank Marketing.
Rugimbana, R. (1995) ‘Predicting ATM usage: the relative importance of perceptual anddemographic factors’, International Journal of Bank Marketing.
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Bibliography
Athanassopoulou, P. and Johne, A.C. (2004) ‘Effective communication with lead customers indeveloping new banking products’, International Journal of Bank Marketing, 22( 2).
CUSCAL (1997) Credit Union Services Corporation Australia Limited Membership Information,Sydney.
(COFC) Council on Financial Competition (1995) The Journey Begins – Migration Beyond Branch Dependence, Washington, USA: The Advisory Board Company.
Friars, E. (1985) ‘Applying retailing principles in retail banking’, Journal of Retail Banking,7(3).
Greenland, S. (1995) ‘Network management and the branch distribution channel’, International Journal of Bank Marketing, 13(1).
Howcroft, B. and Keily, J. (1997) ‘Distribution channels’, in C. Ennew, T. Watkins and M. Wright(1995) Marketing Financial Services, 2nd ed., Oxford: Butterworth Heinemann
Irons, K. (1997) The Marketing of Services, Maidenhead: McGraw Hill Publishers.
Jayachandran, S., Hewett, K. and Kaufman, P. (2004) ‘Customer response capability in asense-and-respond era: the role of customer knowledge process’, Journal of the Academy of Marketing Science, 32(1).
Karjaluoto, H., Mattila, M. and Pento, T. (2002) ‘Factors underlying attitude formation towardsonline banking in Finland’, International Journal of Bank Marketing,
Kolodinsky, J.M., Hogarth, J.M. and Hilgert, M.A. (2004) ‘The adoption of electronic bankingtechnologies by US consumers’, International Journal of Bank Marketing.
Lenskold, J.D. (2004) ‘Customer-centric marketing ROI’, Marketing Management,
Llewellyn, D. and Drake, L. (1997) ‘Pricing’, in C. Ennew, T. Watkins and M. Wright (1995)Marketing Financial Services, 2nd ed., Oxford: Butterworth Heinemann
McDougall, G. and Levesque, G. (1994) ‘Benefit segmentation using service quality dimensions:an investigation in retail banking’, International Journal of Bank Marketing,12(1).
Seigbert, P., Stitt, G. and Weber, M. (1996) ‘Competitive convenience. Redefining branchingis part of a comprehensive approach to strategic delivery system planning’, Credit Union Management.
Sraeel, H. (1996) ‘Customer interaction defines the new banking age’, Bank Systems and Technology, 33(1).
Bauer, J. (1995) ‘The dynamics of segmentation strategy’, Financial Services International,Vol. 7, December
Brown, L. (1992) Competitive Marketing Strategy, Australia: McArthur Press.
Devlin, J. (1995) ‘Technology and innovation in retail banking distribution’, International Journal of Bank Marketing.
Easingwood, C. and Storey, C. (1996) ‘The value of multi-distribution systems in the financialservices sector’, Service Industries Journal,
Ennew, C. (1997) ‘Developing marketing strategy’, in C. Ennew, T. Watkins, and M. Wright(1995) Marketing Financial Services, 2nd ed., UK: Butterworth Heinemann,
Howcroft, J.B. (1993) ‘Branch networks and alternative distribution channels: threats and opportunities’, International Journal of Bank Marketing.
Iversen, P. and Rugimbana, R. (1994) ‘Perceived attributes of ATMs and their marketingimplications’, International Journal of Bank Marketing.
Jarboe (1993) The Marketing Research Project Manual, 2nd edition, New York, NY: West Publishing Co.
Kimball, R. and Gregor, W. (1995) ‘How distribution is transforming retail banking: changesleading banks are making’, Journal of Retail Banking Services.
Leblanc, G. (1990) ‘Customer motivations: use and non-use of automated banking’, International Journal of Bank Marketing.
Lovelock, C. (1991) Services Marketing, 2nd ed., Englewood Cliffs: NJ: Prentice-Hall.
Marr, N. and Prendergast, G. (1993) ‘Consumer adoption of self-service technologies in retailbanking: is expert opinion supported by consumer research?’, International Journal of Bank Marketing.
Mercer, D. (1995) ‘Future directions in banking – the changing nature of financial services’, The Australian Banker,
Moutinho, L. and Meidan, A. (1989) ‘Bank customers’ perceptions, innovations, and newtechnology’, International Journal of Bank Marketing.
Prendergast, G. (1993) ‘Self-service technologies in retail banking: current and expected adoption patterns’, International Journal of Bank Marketing.
Rugimbana, R. (1995) ‘Predicting ATM usage: the relative importance of perceptual anddemographic factors’, International Journal of Bank Marketing.
Soldatos, J. (1995) ‘Future trends in marketing bank services’, The Australian Banker, August,
Swinyard, W. and Ghee, L. (1985) ‘Adoption patterns of new banking technology in SoutheastAsia’, International Journal of Bank Marketing.
Wood, C. (1997) ‘Betting on the bank on an electronic future’, Business Review Weekly, February24.
Bibliography
Athanassopoulou, P. and Johne, A.C. (2004) ‘Effective communication with lead customers indeveloping new banking products’, International Journal of Bank Marketing, 22( 2).
CUSCAL (1997) Credit Union Services Corporation Australia Limited Membership Information,Sydney.
(COFC) Council on Financial Competition (1995) The Journey Begins – Migration Beyond Branch Dependence, Washington, USA: The Advisory Board Company.
Friars, E. (1985) ‘Applying retailing principles in retail banking’, Journal of Retail Banking,7(3).
Greenland, S. (1995) ‘Network management and the branch distribution channel’, International Journal of Bank Marketing, 13(1).
Howcroft, B. and Keily, J. (1997) ‘Distribution channels’, in C. Ennew, T. Watkins and M. Wright(1995) Marketing Financial Services, 2nd ed., Oxford: Butterworth Heinemann
Irons, K. (1997) The Marketing of Services, Maidenhead: McGraw Hill Publishers.
Jayachandran, S., Hewett, K. and Kaufman, P. (2004) ‘Customer response capability in asense-and-respond era: the role of customer knowledge process’, Journal of the Academy of Marketing Science, 32(1).
Karjaluoto, H., Mattila, M. and Pento, T. (2002) ‘Factors underlying attitude formation towardsonline banking in Finland’, International Journal of Bank Marketing,
Kolodinsky, J.M., Hogarth, J.M. and Hilgert, M.A. (2004) ‘The adoption of electronic bankingtechnologies by US consumers’, International Journal of Bank Marketing.
Lenskold, J.D. (2004) ‘Customer-centric marketing ROI’, Marketing Management,
Llewellyn, D. and Drake, L. (1997) ‘Pricing’, in C. Ennew, T. Watkins and M. Wright (1995)Marketing Financial Services, 2nd ed., Oxford: Butterworth Heinemann
McDougall, G. and Levesque, G. (1994) ‘Benefit segmentation using service quality dimensions:an investigation in retail banking’, International Journal of Bank Marketing,12(1).
Seigbert, P., Stitt, G. and Weber, M. (1996) ‘Competitive convenience. Redefining branchingis part of a comprehensive approach to strategic delivery system planning’, Credit Union Management.
Sraeel, H. (1996) ‘Customer interaction defines the new banking age’, Bank Systems and Technology, 33(1).
Published
2017-09-27
How to Cite
Prasad, G., & Arthanar, A. (2017). Customer Satisfaction on Banking Channels. International Journal of Marketing Research Innovation, 1(1), 8-15. https://doi.org/10.46281/ijmri.v1i1.98
Section
Original Articles/Short Communications
Copyright (c) 2017 Gokul Prasad, Anuradha Arthanar
This work is licensed under a Creative Commons Attribution 4.0 International License.
