Open AccessCustomer Satisfaction on Banking Channels
Author(s) -
G. Krishna Prasad,
Anuradha Arthanar
Publication year - 2017
Publication title -
international journal of marketing research innovation
Language(s) - English
Resource type - Journals
eISSN - 2576-4101
pISSN - 2576-4098
DOI - 10.46281/ijmri.v1i1.98
Subject(s) - business , customer satisfaction , mobile banking , telephone banking , the internet , marketing , financial services , distribution (mathematics) , reliability (semiconductor) , retail banking , finance , computer science , world wide web , mathematical analysis , power (physics) , physics , mathematics , quantum mechanics
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 nancial distribution channels with respect to their banks. The study found that there were distinctive segments within the nancial market that had signicantly different levels of usage of nancial 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 nancial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the ndings. Further results and implications of the study for nancial services are addressed.