Customer Satisfaction in Indian Retail Banking: A Grounded Theory Approach

A Study of Customer Satisfaction in Indian Banking

The Influence of Customer Satisfaction and Switching Costs on Customer Retention: Retail Internet Banking Services

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

Examining Service Quality and Customer Satisfaction in the Retail Banking Sector in Vietnam

Electronic Banking and Customer Satisfaction in Bank Melli Iran

Many e-commerce transactions via e-payment systems is carried out. The aim of this study is that the theory of structures, an empirical analysis about the importance and ranking key factors that may be on customer satisfaction in electronic payment systems affect the Iranian banks.9 specific topics of the factors in e-payment systems, customer satisfaction and affect are more key, were selected...

Banking Markets: Productivity, Risk, and Customer Satisfaction

Recent empirical research in banking has found substantial but unexplained differences among bank’s costs and profits, indicating that the industry is not in long-run equilibrium. In this paper, three factors are hypothesized as the source of this out-of-equilibrium behavior: (i) variations in banks’ abilities to match capacity and demand; (ii) variations in risk management; and (iii) variation...