Banking in Kuwait: a customer satisfaction case study

Purpose– Enterprise resource planning (ERP) systems can be considered as cornerstone that allows most organizations to achieve their business goals. The purpose of this paper is to investigate the impact of ERP system usage on agility in organizations.Design/methodology/approach– The data were collected from 90 branches of well-known banks in the Middle East, such as HSBC, Standard Chartered and Arab Bank. Data were analyzed using a path analysis methodology.Findings– A new model has been developed. An empirical investigation was performed on the banking sector in the Middle East to test the new model. Despite the results showing that the impact of ERP system usage on banks’ agility is significant, the variance of banks’ agility that is explained by the use of ERP systems is weak. This indicates that ERP usage may not influence sufficiently the current agility drivers in Middle-Eastern banks and that there may be other significant variables that contribute to agility in the banking sector.Research limitations/implications– The findings of this research were based on a survey conducted among banks in the Middle East. The results are applicable in Middle-Eastern banks, but may not be applicable in other regions.Practical implications– Banking practitioners in the Middle East should be aware that successful implementation of ERP systems may not lead to the achievement of sufficient competency, flexibility, quickness, and responsiveness. Hence, such implementation may not deliver banking agility.Originality/value– This research model investigates the impact of ERP usage on the agility of banks in the Middle East.

The Banking sector in India a very complex and has very deep penetration in the entire country. Over the years due to shift in consumer preferences Indian banking system has strived to improve performance and to render confidence and high customer satisfaction. The customer satisfaction has got many dimensions and varies from person to person in the context of the banking sector. The paper aims at evaluating the role played by customer satisfaction in brand loyalty and brand switching in the Delhi-NCR region for the banking sector based on the aspects, such as, price, branding, service delivery, prompt response and safety transaction. A thorough and comprehendible questionnaire was made, and the data was collected by conducting a survey in order to bring out the essential information from the customers. The sample size of the survey has been 250 people who have been the customers of various banks. The paper is highly relevant in today’s scenario as it talks about and aims at assessing the role of customer satisfaction in brand loyalty and brand switching in Delhi NCR. The study involves two variables - Brand Loyalty and Brand Switching. There is a positive relationship between brand loyalty and customer satisfaction and there is a negative relationship between brand switching and customer satisfaction.

The aim of this paper is to evaluate customer satisfaction in the banking sector of Libya, based on e-marketing. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The study was conducted after validity and reliability testing of a self-administered questionnaire using SPSS program. The questionnaire was distributed to a sample of 150 bank customers in Misurata, Libya. This paper makes a useful contribution as there are only a few studies dealing with the assessment of components of e-marketing in banking sector of Libya. The findings showed that there is a significant relationship between the customer satisfaction and e-marketing. Based on three different independent variables (mobile phones, internet and credit cards), regression analysis showed that all these variables positively influenced customer satisfaction in Libyan banking sector. This research has greater implication for the bank management who are looking forward to newer business strategies to achieve customer satisfaction.

Multi-Criteria Decision Making (MCDM) model, specifically the Analytic Hierarchy Process (AHP). The study's objectives were to identify key performance indicators (KPIs) relevant to bank evaluation, assess the relative importance of each KPI, develop an MCDM model considering multiple criteria, and apply the model to a sample of Nigerian commercial banks for performance comparison. The study employed four main criteria for evaluation: Customer Satisfaction (CR1), Financial Performance (CR2), Employee Productivity (CR3), and Risk Management (CR4). These criteria were selected based on their significance in the banking sector and their potential impact on overall bank performance. The alternatives considered for analysis were three branches of Nigerian commercial banks: Branch A, Branch B, and Branch C. Using the AHP model, weights were assigned to each criterion to reflect their relative importance. The criteria weights were determined through expert judgment and pairwise comparisons. Subsequently, the performance of each bank branch was evaluated based on the weighted criteria, and an overall performance score was calculated. The analysis results indicated that Branch C had the highest overall performance score, followed by Branch A and Branch B, respectively. The sensitivity analysis was conducted to assess the impact of changes in criteria weights on the overall performance rankings. The study concluded that Branch C demonstrated superior performance across the evaluated criteria, suggesting potential areas of strength and opportunities for improvement in the other branches. In conclusion, the application of the AHP model provided a structured approach to evaluating the performance of Nigeria's commercial banks based on multiple criteria. The findings of this study can inform strategic decision-making processes within the banking sector, facilitate performance benchmarking, and contribute to efforts to enhance overall bank performance and competitiveness in Nigeria's financial market.

It is widely argued in the literature on the Great Depression that the prevalence of unit banks aggravated the problem of financial instability that afflicted the United States. This article tests the theory that more widespread branch banking would have reduced financial turbulence by examining the survival of individual branch and unit banks. Results indicate that instead of being more likely to survive, branch banks were more likely to fail. Further investigation suggests that this higher failure rate occurred because branch banks systematically held riskier portfolios than unit banks.

Are Branch Banks Better Survivors? Evidence from the Depression
 Era

The usage of technology-based banking services (TBBS) in India is on rising. The banking customers are using a variety of TBBS as per their requirements. The purpose of the study is to assess customer service quality perception and satisfaction towards TBBS provided by commercial banks in India. The present study used SSTQUAL scale to assess customer service quality perception and customer satisfaction. The study also estimated banking customer’s behavioral intentions regarding their future use of such services. The study surveyed 750 customers based on convenience sampling method of fifteen selected banks operating in India. For the purpose of the study, an equal number of banks from public sector banks, private sector banks, and foreign banks included in the survey. The findings of the study revealed the moderate level of Customer service quality perception and satisfaction towards TBBS provided by selected banks. The study results showed that private sector banks have the highest level of customer service quality perception and customer satisfaction as compared to the Public sector and foreign banks. The findings also validated that customer satisfaction is an antecedent of customer behavioral intentions. The study provides an assessment of customer service quality perception and customer satisfaction towards TBBS provided by selected banks. The bank leaders may get benefited from the results of the study. The bank leaders may work on functionality, customization, design and Enjoyment dimensions of TBBS to make customer satisfied. While making bank customer to reuse the TBBS bank leaders can work on assurance dimension of TBBS.

Digital evolution in the banking sector refers to the integration and development of digital innovations, such as internet banking, mobile applications, AI, and data analytics in banking operations and customer service measures. The research examines the influence of digital development on customer interaction strategies in the banking sector. As banks increasingly adopt digital tools to meet customer expectations for convenience and personalized services, the dynamics of customer relationships are changing. The study purpose is to understand how digital transformation influences customer engagement, satisfaction, loyalty and challenges banks face in maintaining personalized interactions in a digital environment. The study looks into a number of factors, including digital engagement, customer satisfaction, service personalization, customer loyalty, service accessibility, trust and security. The study involves 600 banking customers filling out a questionnaire after being informed about the purpose of the survey. SPSS was employed to conduct various statistics tests such as, pearson correlation, chi square, and t-test the obtain data and variables. The result indicates a positive correlation between the adoption of digital banking solutions and increased customer engagement. Research results underscore the importance of continued investment in a digital technologies to maintain a competitive edge in the banking industry. Banks that effectively integrate digital tools into their customer relationship management practices are better positioned to evolving requirement of customers, leading to improved satisfaction and loyalty.

This research aims to determine whether emotional intelligence (EI), particularly in government-owned commercial banks, is a valid measure of service quality in the banking sector. The study aims to ascertain how emotional intelligence (EI) raises the caliber of services, with a particular emphasis on the departments of operations, credit, and customer service. Using a quantitative methodology, data were collected through purposive sampling from 284 employees in particular bank branches in Kathmandu. The findings show that emotional intelligence (EI) and service quality are highly correlated. Workers with higher EI are more adept at managing their emotions, positively relating to clients, and offering superior customer service. Self-awareness, social awareness, and relationship management are crucial in enhancing service quality, with relationship management exerting the most significant influence. The study's limited scope focusing only on government-owned banks in a particular area may restrict its applicability opening up new avenues for future studies on emotional intelligence in private banking and other sectors of the economy.

Purpose: The paper has as objective to examine the effect of e-banking services (ATM, internet, mobile phone and POS banking) on customer satisfaction with reference to commercial banks in Douala, Cameroon. Methodology: After exploring related theoretical and empirical literature, the study adopted a descriptive survey research design with a quantitative research approach. The structured Likert scale-based questionnaires were distributed and collected from 150 e-banking service users. Multivariate regression modelling techniques was employed. The study was a descriptive survey research design with a quantitative research approach. The structured Likert scale-based questionnaires were distributed and collected from 150 e-banking service users. Multivariate regression modelling techniques was employed. Findings: The results of the study revealed that the model is globally significant with over 83 percent of customers satisfactions been accounted by ebanking services. Among the four constructs of ebanking, ATM service have the highest response effect followed by mobile banking and lastly internet banking which has a positive effect on customer satisfaction respectively. The effect of point of sales was positive as hypothesised but not insignificants a result, the researcher concludes that e-banking services has a positive and significant effect on customer satisfaction. Unique contribution to theory, practice and policy: Based on the findings, it is recommended that commercial banks should increase the number of ATM dispensers at their bank branches, effectively implement mobile devices, internet and point of sales banking to enhance greater reliability, assurance, tangibles, empathy and responsiveness of ebanking services so as to maximize customer satisfaction.

Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

This study examines the relationship between corporate social responsibility (CSR) perceptions and customer loyalty in the banking sector while considering the mediating effects of customer satisfaction, corporate image, corporate reputation, service quality between CSR activities and customer loyalty. A self-administered survey was conducted on the banking customers in Pakistan. Based on 221 customers' data, the analysis was performed using the structural equation modeling (SEM) approach. The study results show that CSR positively influences customer loyalty in the banking sector, customer satisfaction, corporate image, and service quality affect the customer-business relationship. Notably, a new finding from the study highlights the importance of the mediating role of corporate image and service quality in enhancing the effect of CSR on customer satisfaction. The research findings provide valuable insights to banks in developing counties on developing a CSR strategy to strengthen customer loyalty.JEL Classification: M19, L21, M10, D22

The key to surviving in a global market is to focus on quality of service to customers. Every organization should focus on providing quality service to its customers. ZANACO Bank has implemented several service quality features and systems such as: B. changing the interior design of bank buildings, investing in technologies and bringing services closer to customers through ZANACO express agents, mobile banking and opening new branches. Therefore, the study examined the impact of service quality on customer satisfaction using ZANACO Bank as an example. A survey of 397 customers of ZANACO Bank was conducted at the main branch in Lusaka. The study used descriptive and causal designs. The study analyzed the data by determining frequencies, percentages, and means, and the study used Spearman correlation analysis to determine the effect. The study found that the service quality attributes important to bank customers were prompt customer support, politeness of bank employees, accuracy of bank transactions, security of banking services, customer support, convenient business hours, reliability of banking services and affordability (cost) of services. The study found that banks' responsiveness, accuracy, reliability and empathy have a significant impact on customer satisfaction, while tangible attributes have little or no impact on customer satisfaction. Customer satisfaction had a strong positive effect on customer loyalty, with a correlation coefficient of 0.9264, statistically significant at a p-value of 0.0001. The study therefore recommended that: Banks should focus more on reliability, security, empathy and responsiveness to increase customer satisfaction; Offering incentives such as reducing bank fees; and the use of customer loyalty programs to remain competitive.

Tujuan dari penelitian ini adalah untuk mengetahui pengaruh pemulihan layanan terhadap loyalitas konsumen dengan kepuasan pelanggan sebagai variabel intervening di BRI Bank cabang Malang. Penelitian ini menggunakan metode kuantitatif. Pengambilan sampel dilakukan dengan menggunakan teknik sampling insidental. Sampel yang diambil untuk penelitian ini adalah 100 nasabah Bank BRI Cabang Malang. Pengambilan data dilakukan dengan menggunakan kuesioner. Teknik analisis data yang digunakan adalah analisis jalur. Penelitian ini menyimpulkan bahwa pemulihan layanan berpengaruh terhadap loyalitas pelanggan, pemulihan layanan berpengaruh terhadap kepuasan pelanggan, kepuasan pelanggan mempengaruhi loyalitas pelanggan dan pemulihan layanan memiliki efek tidak langsung terhadap loyalitas pelanggan melalui kepuasan pelanggan.Kata kunci: Pemulihan Layanan, Kepuasan Pelanggan, Loyalitas Konsumen, Bank BRI, Bank BRI Cabang MalangThe purpose of this study was to determine the effect of service recovery on consumer loyalty with customer satisfaction as an intervening variable at the Malang branch of BRI Bank. This research uses quantitative methods. Sampling is done using incidental sampling techniques. The samples taken for this study were 100 customers of Malang Branch BRI Bank. Data retrieval is done using a questionnaire. The data analysis technique used is path analysis. This study concludes that service recovery has an effect on customer loyalty, service recovery has an effect on customer satisfaction, customer satisfaction influences customer loyalty and service recovery has an indirect effect on customer loyalty through customer satisfaction.Keywords: Service Recovery, Customer Satisfaction, Consumer Loyalty, Bank BRI, Malang Branch BRI Bank

This paper evaluates the recent performance and efficiency of foreign and domestic owned commercial banks in Uganda and Botswana. Financial ratio analysis indicates that for the most part, foreign-owned banks in Uganda and Botswana have had a higher return on equity (ROE) and return on assets (ROA) than domestic- owned banks. Data envelope analysis (DEA), ordinary least squares (OLS) and least absolute error (L1) regressions are used to assess production efficiency at three bank branches of two banks in Uganda and Botswana over the period 1991-1999. The efficiency values derived from the DEA model indicate that while production efficiency at the three branches increased over the period of the study, the foreign-owned bank branches are more efficient than the domestic- owned bank branch. The findings imply that there is positive relationship between DEA efficiency values and financial measures of profitability. The findings also support the hypothesis that, in an environment with low automation, a large proportion of current account holders (relative to other bank products) has an adverse effect on production efficiency at bank branches.