Customer Satisfaction in Financial Institutions

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dc.contributor.authorSarkissian, Nayiri K.
dc.date.accessioned2024-06-05T13:46:34Z
dc.date.available2024-06-05T13:46:34Z
dc.date.issued2005
dc.description.abstractIn this paper, we study the service quality factors of customer satisfaction in financial institutions. We discuss the results using the stepwise discriminant analysis based on data collected from customers of a leading bank in Lebanon. The approach enables us to assess a coefficient of ten service quality factors related to customer satisfaction, which are as follows: 1- Employees Cooperation (Responsiveness) 2- Working Environment (Tangible) 3- Dressing code (Tangible) 4- Employees good and professional behavior (Courtesy) 5- Employees speed in performance (Competence) 6- Employees knowledge of the products (Competence) 7- News update to customers (Competence) 8- Employees motivation (Competence) 9- Waiting line system (Tangible) 10- Communication over the telephone (Courtesy) We find the factors have the highest loadings, which are employees' knowledge, employees' cooperation, waiting in line system and telecommunication with the branch. In order to facilitate managerial action, we discuss how specific service quality factors should be interpreted to enable us to enhance customer satisfaction. This approach and findings have significant implications for managing customer satisfaction in the financial industry.
dc.identifier.citationSarkissian, N. K. (2005). Customer Satisfaction in Financial Institutions (MBA thesis, Haigazian University)
dc.identifier.doihttps://doi.org/10.62811/th.0021
dc.identifier.urihttps://haigrepository.haigazian.edu.lb/handle/123456789/69
dc.titleCustomer Satisfaction in Financial Institutions
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