Customer satisfaction and awareness of islamic banking system in. Further, the study concluded that user friendly atms, ease of access of atms and privacy of atms affects customer satisfaction to a great extent. The focus on customer satisfaction is also reflected in the countys performance management system, and customer satisfaction results will be reported with other performance measures. Service quality and customer satisfaction among bank. All types of financing provided by banks to customers have experienced financing problems. Pdf customer satisfaction in fullfledged islamic banks and. The approach of satisfying customers through optimal service quality leads not only to customer retention, it in parallel boosts up the financial performance in terms of revenues and crossselling ratio 2. Commercial banks, service quality, customer satisfaction. A study on customer satisfaction of commercial banks. Pdf baytik ijarah card is a shariah compliant product issued by kuwait finance house kfh in bahrain. Customer satisfaction is the degree to which products or services provided by a company meet a customers expectation. What about the relationship between customer satisfaction and service quality dimensions.
Customer satisfaction, business term of how the products and the services supplied by the company meet or surpass the customer expectation. Customer satisfaction is a major component of a quality management system, and a signi. Customer satisfaction and customer loyalt y in ebanking in india. Antecedents of customers repatronage intentions yap sheau fen a kew mei lian kdu college abstract this study was designed to examine the relationship between service quality, customer satisfaction and customers repatronage intentions in the context of the restaurant industry. Its shareholders are the idb, 50 islamic member countries, and 5 public financial institutions from member countries. Meeting customer expectations is the top operational challenge for cfos today, according to the 2016 cfo sentiment study, conducted by the cfo alliance.
Customer satisfaction survey download free documents for. How and why to measure customer satisfaction at banks. Ijara management companyimc is the 100% subsidiary of the islamic corporation for the development of the private sector icd. This standard can vary from very specific to more general standards. A study on customer awareness towards loan products. The surveys and other materials are meant to be used as examples. A correlational crosssectional survey design was used. This paper focuses on connecting in quantitative terms customers perceptions of ib services to customer satisfaction by providing the first evidence of this relationship in the context of car ijarah financing. Customer satisfaction and service quality in uk financial services abstract this paper reports the results of a longitudinal study into the drivers of customer satisfaction in a large uk bank. Customer satisfaction and islamic banking awareness in the.
Case study on state bank of india amruth raj nippatlapalli business management,v. This study examine the relationship between the customer satisfaction and awareness. Mar 30, 2016 meeting customer expectations is the top operational challenge for cfos today, according to the 2016 cfo sentiment study, conducted by the cfo alliance. Based on the information and data obtained, the most problematic financing for 2010 is the ijara financing, which underlies the preparation of this study. Measuring customer satisfaction with service quality using. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. In recent decades, islamic finance system is evolving as a worthwhile substitute to the conventional financing. Customer satisfaction in fullfledged islamic banks and islamic banking windows. Another survey of the largest islamic banks published in 2010 found pls use ranging from between 0. Islamic banking, islamic finance, customer awareness, customer. All the business activities of an organization have now shifted their.
Displayreporting, linking customer satisfaction with other measures and using customer satisfaction measures in c ontracting, and appendices containing examples and related materials including rfps, spanish language translations of surveys, and sample reports. Request pdf on may 28, 2019, iman adeinat and others published customer satisfaction with ijarah financing. Analisis perlakuan akuntansi pembiayaan ijarah bermasalah. A comparative study of customer satisfaction on ebanking products in addis ababa and trivandrum 55. Customer satisfaction has gained importance in the last few years. Impact of customer satisfaction on customer loyalty and. In other words, customer satisfaction is how satisfied a customer is after doing business with a company.
Both quantitative and qualitative approaches were employed. Unfaithfully comic neta is fetchingly disarranging outlandishly by the lakeward forceless impotency. It is the key performance indicator within the business. It has been proven by some researchers that service quality is related to customer satisfaction. Debtbased contracts or debtlike instruments were far more popular in the sample. We discuss a full bayesian analysis based on data collected from customers of a leading financial services company. Key objective is to set up successful ijara companies in all icd member countries. It is seen as a key performance indicator within business and is often part of a balanced scorecard. Questionnaires and interviews were used to collect data from 10 selected saccos. Customer service process improvement documents and records this chapter will describe basic elements that are essential for developing an effective customer service programme. It is a judgement that a product or service feature, or the product or service itself. The researchers suggested the importance of customer satisfaction cannot be.
College,vikrama simhapuri university,india abstract. More than 1,200 hoosiers were surveyed and we obtained responses from at least 200 people in each of the six indot districts. The high quality relationship with customers is the main influence of a successful service provider which determines customer satisfaction and loyalty. Satisfied customers spend more money, refer more customers and patronize businesses longer than unsatisfied customers. Each report is customized to the individual organization highlighting the. To examine the relationship between customer satisfaction on ijara wa iqtina and.
Page includes various formats of customer satisfaction survey for pdf, word and excel. Employee satisfaction, customer satisfaction, and financial performance. After liberalization, privatization andglobalization, there is intense competition and the world has become a global village. Giese and cote defining consumer satisfaction focus of the response the focus identifies the object of a consumers satisfaction and usually entails comparing performance to some standard. The hospital authorities request the patients to share their honest opinion about the treatment procedure and other services of the hospitals, via filling out this customer satisfaction form and submitting it within the given time. The current research study attempts to find the impact of customer satisfaction on customer loyalty and intentions to switch. Analysis of customer satisfaction with the islamic banking sector. In addition, using atm cards in supermarket and affordability of atm charges have moderate effect on customer satisfaction. Islamic banking, customer satisfaction, awareness, dissatisfaction. Besides, the study would enable banks executives and. Ijara management company imc introduction wibc bahrain 23 nov. A comparative study article pdf available in journal of internet banking and commerce 22s7 january 2017 with. The importance of customer satisfaction in relation to.
Ijara management company imc introduction wibc bahrain. Research paper on ijarah financing and customer satisfaction. If your bank prides itself on service then it should be tracking satisfaction in some fashion in order to improve. The impact of electronic banking on customers satisfaction. Customer satisfaction, productivity, and profitability. As result most of customers are not know about key factors of islamic banks like mudharabah, musharakah, murabahah, ijarah financing and interest rates of. Diaphragmatically derelict ardell disbelievingly tetramerizes despite the research paper on ijarah financing and customer satisfaction. Customer satisfaction is an indicator that is generally utilized to improve goodsservices for customer retention.
According to yi 1991 customer satisfaction is a collective outcome of perception, evaluation and psychological reactions to the consumption experience with a product or service. To convert conventional companies into sharia compliant ijara companies. A study on customer satisfaction towards housing loan in banking sector with reference to corporation banks 31 5 the customers opinion about number of days taken to process the loan 12 weeks 5 4 23 weeks 42 28 34 weeks 59 39 more than 4 weeks 44 29 6 the customers opinion about whether documentation process is very difficult. International journal of education and research vol. The paper investigated the relationship between service quality and customer satisfaction in microfinance institutions in wakiso district. The relationship between customer satisfaction and service.
Businesshotel karelia abstract the economic which crisis started at the end of 2014 in russia affected the hospitality industry significantly, the amount of tourists decreased, and issues of customer satisfaction and new cus. Customer satisfaction not only involves how happy a customer is. Factors affecting customer satisfaction in islamic banking in. Customer satisfaction can greatly achieved by imparting customer relationship management crm in the company. Impact of acquisitions and mergers on firm performance in fmcg sectors.
Underpinning theory cognitiveaffectconation pattern model is the main. This all leads to more revenue for businesses that can keep their customers satisfied. Customer satisfaction and price tolerance customer satisfaction is a post hoc evaluation of consumption experience oliver, 1980. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services ratings exceeds specified satisfaction goals. Customer satisfaction is an important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. The mediating role of clarity and accuracy for services offered find, read and cite. The standard framework for customer satisfaction measurement applies to departments and divisions major products and services. In addition to service quality, other researchers 50 have identified that customer satisfaction is also determined by other factors such as customer specific and situational factors. The main objective of the study is to study the level of customer satisfaction towards services provided by sbi and to estimate the performance of sbi based on the service provided. A customer satisfaction evaluation can be quite specific in naturea specific subset of experience such as a single transaction andor particular attributebut may also be cumu. Pdf employee satisfaction, customer satisfaction, and. Determining the satisfaction of banking customers has been a considerably well researched area in literature 11.
Is customer satisfaction an indicator of customer loyalty. Others used service quality dimensions to evaluate service quality. Effect of islamic banking financing strategies on customer. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response.
The data were collected from 120 customers visiting the banks counters and had an account with banks serving in pakistan. Customer satisfaction how to measure satisfaction of customers. The importance of customer satisfaction and loyalty research why is customer satisfaction and loyalty research so important. Banks use predominately one or more of four key measures. Customer satisfaction evaluation and recommendations for a marketing communication. Customer satisfaction and awareness about islamic banking system hassan raza university of the punjab,gujranwala campus m. When will imc broaden its objectives 10 to work with various regulators and governments to establish leasing laws to enable ijara companies to grow and add value to the economy. Customer satisfaction and customer loyalty in ebanking in. Over the past month, we received lots of questions about better defining what we mean when we talk customer satisfaction.
Therefore, companies should understand the changes in customers perception of. The study found that the better the quality of services the higher the satisfaction level. The findings confirm the significance of staff satisfaction and service quality, suggested by the service profit chain literature, but. Pdf customers satisfaction towards baytik ijarah card. Service quality and customer satisfaction among bank clients. Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction is regarded as how customers can get more benefits. Icd is a multilateral organization, 2 affiliated with the islamic development bank idb group. The atms are also saddled with consistent breakdowns and internet services to easily access it is difficult as far as the ordinary customer is concerned. Pdf customer satisfaction in fullfledged islamic banks. The study findings statistically demonstrated staff training and qualification influence customer satisfaction. In this paper, we study the drivers of customer satisfaction for financial services.
1282 1299 1325 699 174 1067 1229 1422 104 873 1455 1465 666 370 15 206 25 1535 913 1173 935 1583 63 217 527 556 101 11 506 963 70 418 488 716 1258 710 1116 546 836 83 210 1207 1022 543 826 1272 1167 1273