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Factors that Contribute to the Decli...

de Liniere, Michele.

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Factors that Contribute to the Decline of Customer Satisfaction in Banking.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Factors that Contribute to the Decline of Customer Satisfaction in Banking./
Author:	de Liniere, Michele.
Description:	215 p.
Notes:	Source: Dissertation Abstracts International, Volume: 75-02(E), Section: A.
Contained By:	Dissertation Abstracts International75-02A(E).
Subject:	Banking. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3601428
ISBN:	9781303525872

Factors that Contribute to the Decline of Customer Satisfaction in Banking.
de Liniere, Michele.

Factors that Contribute to the Decline of Customer Satisfaction in Banking. - 215 p.

Source: Dissertation Abstracts International, Volume: 75-02(E), Section: A.

Thesis (D.B.A.)--Walden University, 2013.

Customer satisfaction in banking is on the decline, with some reports showing that 70% of customers leave because of poor service. The purpose of this correlational study was to examine the relationship between customer satisfaction with customer loyalty, long-term relationships, and expectations. Guided by customer satisfaction theory, the study explored the relationship of various factors with customer satisfaction. A customer satisfaction survey was used to assess factors associated with customer satisfaction. One-hundred-nineteen participants from the state of Georgia completed the survey in person at a grocery store located in the metropolitan area of Atlanta. Pearson correlations indicated statistically significant relationships (p < .01) between customer satisfaction and loyalty, customer satisfaction and long-term relationships, and customer satisfaction and expectations. Using this model, banking leaders can take further action on the basis of refining products and services of customers' indicated preferences by addressing the factors revealed that meet customers' level of satisfaction. Changes in these products and services can be structured to cultivate the strong relationship that customer satisfaction has with loyalty, long-term relationships, and expectations to meet customers' needs. The study results may contribute to social change by making bank leaders aware of the significant association these factors have and the impact these affiliations have on the customer and the banking community.

ISBN: 9781303525872Subjects--Topical Terms:

1557594
Banking.

Factors that Contribute to the Decline of Customer Satisfaction in Banking.
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500 $a Source: Dissertation Abstracts International, Volume: 75-02(E), Section: A.
500 $a Advisers: Jose Lopez; Timothy Malone.
502 $a Thesis (D.B.A.)--Walden University, 2013.
520 $a Customer satisfaction in banking is on the decline, with some reports showing that 70% of customers leave because of poor service. The purpose of this correlational study was to examine the relationship between customer satisfaction with customer loyalty, long-term relationships, and expectations. Guided by customer satisfaction theory, the study explored the relationship of various factors with customer satisfaction. A customer satisfaction survey was used to assess factors associated with customer satisfaction. One-hundred-nineteen participants from the state of Georgia completed the survey in person at a grocery store located in the metropolitan area of Atlanta. Pearson correlations indicated statistically significant relationships (p < .01) between customer satisfaction and loyalty, customer satisfaction and long-term relationships, and customer satisfaction and expectations. Using this model, banking leaders can take further action on the basis of refining products and services of customers' indicated preferences by addressing the factors revealed that meet customers' level of satisfaction. Changes in these products and services can be structured to cultivate the strong relationship that customer satisfaction has with loyalty, long-term relationships, and expectations to meet customers' needs. The study results may contribute to social change by making bank leaders aware of the significant association these factors have and the impact these affiliations have on the customer and the banking community.
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