Current Issue : October - December Volume : 2016 Issue Number : 4 Articles : 5 Articles
In recent years, the use of technology to deliver the services has grown rapidly in banking sector and it made\na significant impact on customer perception. In previous studies; automated service quality was proposed by the\nseveral studies to be an important antecedent of customer satisfaction. However, in traditional settings, human\nelement is also considered a strong motivator of customer�s satisfaction. So the major objective of this research\nstudy was to explore the combined effects of automated service and traditional service quality (human interaction)\non customer satisfaction. Furthermore, the investigation on customer satisfaction in automated services context,\ncombine with traditional services quality is limited. However, we didn�t find any comprehensive study that has\nmodeled these variables together. The research study was conducted through cross sectional field survey and\nself-administrated questionnaire was used in order to collect data in banking sector of Pakistan. Multiple regression\nanalysis process was conducted to assess the effect of both services typology (automated and traditional) on\ncustomer satisfaction. The results have shown three main findings. First, it was found that automated service and\ntraditional service quality (human interaction) both have direct significant effect on customer satisfaction. Second,\nthe results find that an insignificant relationship between ATM services on customer satisfaction when moderated by\nTraditional Banking services, and directly this services play an important role to satisfy the customer. Thirdly, results\nfound a strong positive significant association in Mobile banking services and internet banking services moderated\nby teller banking services....
This paper aims to give the reader an overview of the latest available metrics to track customer behavior in physical\nretail stores. This presentation is mainly based on a literature review and leads in the next step to the question about\nhow useful are such metrics and how can they used. Therefore, a representative study in Sweden was conducted to\nmeasure which factors have an impact on customer performance and which not. Based on statistical analysis the paper\nfinds out that there is a significant relation between the usage of metrics and the profitability of the store....
Negotiations are a means of how to solve conflicts and differences through direct communication. It is a structured\nprocess through which parties overcome their differences and conflicts trying to reach an agreement about which\nsolution will be acceptable to all. The basic meaning of negotiations is to obtain what you want from others.\nIn this work the principal aspects of negotiations are being discussed, as one of the key business processes and\nan essential source of competitive advantage. The work attempts to show how one should behave in negotiations,\nthe manner of acting of both opposing parties, in order to achieve the negotiation objectives. In addition, we shall\nsee to get more closely acquainted with the negotiation skills, how to mutually negotiate and to help understand what\nhappens when it comes to more complex situations than those with which every one of us is faced. In the beginning\nwe shall demonstrate the very concept of negotiations and we shall point to how one ought to prepare oneself for\nthem and how to set the objectives. The assessment of the expression of standpoints, their presentation as well as\nreconciling the divergent positions is the principal segments on which this work rests....
This study presents what impact electronic banking has on customer satisfaction in comparing with traditional\nbrick and mortar banking service, its relationship with that of age, occupation and education, its impact on branch\nvisits, the level of customer understanding about e-banking and the opportunities and challenges of e-banking. The\npaper tried to see all the above among 402 properly filled and returned questionnaires of e-banking customers and\ninterview with four branches of the two commercial banks which have started e-banking service in Gondar city when\nthis study was conducted. The study used tables, percentages, chi-square independency test to see the relationship\nbetween demographic characteristics and e-banking, independency t-test to see the visits of branches before and\nafter e-banking by customers is significant or not and regression analysis test has been conducted to explain the\nvariables which determine customers� satisfaction in e-banking. The results of the study implied t that majority of users\nof e-banking are the young, the educated, salaried and students, business men and women are not actively using the\nservice of e-banking and there is also a relationship between e-banking and demographic characteristics, e-banking\ncurrently provided for saving and current accounts holders only, e-banking has improved customer satisfaction, reduced\nfrequency of bank hall for banking service, reduced waiting time for customers, there are customers who don�t know the\nfee charged for being e-banking users, the bank customers� satisfaction increased after being e-banking users, enabled\ncustomers to control their account movements and there is high opportunity to expand e-banking service in the city....
and social network communities have become the essential channel for people looking for tourism\ninformation and online purchases or reservations. The academic community strive to better understand which factors\ninfluence online satisfaction and loyalty in the online travel industry. Many antecedents to e-satisfaction have been\nidentified in the literature, namely functional and relational website characteristics.\nWhile many studies have assessed the influence of functional characteristics on esatisfaction such as usability\nand security, few research focused on the influence of social and human dimensions of the interface, called relational\ncharacteristics, especially in the online travel context. In fact, the relational features have been studied as a part of\nthe optimization of the website interface and not from the logic of loyalty and brand-customer relationships. Moreover,\nthere is a call in the literature for more research on the impact of individual engagement on social networks sites on\nloyalty generation. Thus, the objective of this study is to investigate how online attributes under the control of the\ncyber-merchant (website functional and relational attributes) and social networking sites where the firm has far less\ncontrol, foster e-saisfaction and e-loyalty in the online travel industry. A self-administered survey was used and data\nwere collected from university students who had shopped from an online travel company in the past year. By using\nSEM modelling, results show that usability, quality of support, and security/privacy positively impact e-satisfaction\nwhile e-satisfaction influences both cognitive and affective loyalty. Further analyses showed that personalization\nand online social network communities significantly influence both cognitive and affective loyalty while perceived\nsocial presence has a negative impact on cognitive loyalty. By understanding website drivers of online satisfaction\nand loyalty, this study contribute to help online travel companies develop strategies positioned to build long-term\nrelationships, and thereby gain a competitive advantage....
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