CUSTOMER SATISFATCTION WITH BANK SERVICES

In order to be successful on the market, banks must continually focus their efforts on understanding and meeting the needs and expectations of all their current and potential clients. Moreover, in order to maintain competitive position on the market, banks adopt and demonstrate a clear customer and...

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Main Author: Corneliu Bente
Format: Article
Language:deu
Published: University of Oradea 2018-07-01
Series:Annals of the University of Oradea: Economic Science
Subjects:
Online Access:http://anale.steconomiceuoradea.ro/volume/2018/n1/15.pdf
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spelling doaj-8697a7c731bf4563925f97721612b0c32020-11-25T00:27:24ZdeuUniversity of OradeaAnnals of the University of Oradea: Economic Science1222-569X1582-54502018-07-01281155161CUSTOMER SATISFATCTION WITH BANK SERVICESCorneliu Bente0Department of Finance and Accounting, Faculty of Economic Sciences, University of Oradea, Oradea, RomaniaIn order to be successful on the market, banks must continually focus their efforts on understanding and meeting the needs and expectations of all their current and potential clients. Moreover, in order to maintain competitive position on the market, banks adopt and demonstrate a clear customer and quality orientation, notably by continually assessing customer satisfaction, but also by constantly assessing their performance. At the same time, banks should identify appropriate methods and tools for assessing customer satisfaction and ensuring the loyalty of the most important, as well as improving the internal and external relational system and establishing partnership relationships with loyal customers. Ensuring and monitoring customer satisfaction is a prerequisite for rational marketing. Ensuring customer satisfaction starts from identifying their requirements and configuring products to meet these requirements. Customer satisfaction is considered the basis of their loyalty and the guarantee of meeting the bank's objectives. Customer satisfaction is the core element of quality management standards. To be successful on the domestic and external markets, banks need to focus their efforts on understanding and meeting the needs and expectations of current and potential clients. Customers' needs and expectations may include, for example, product compliance, performance, delivery, post-delivery activities, costs and exploitation costs, product safety, product liability, environmental impact, etc. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.http://anale.steconomiceuoradea.ro/volume/2018/n1/15.pdfPerformance; satisfaction; quality; SERVQUAL; GAP
collection DOAJ
language deu
format Article
sources DOAJ
author Corneliu Bente
spellingShingle Corneliu Bente
CUSTOMER SATISFATCTION WITH BANK SERVICES
Annals of the University of Oradea: Economic Science
Performance; satisfaction; quality; SERVQUAL; GAP
author_facet Corneliu Bente
author_sort Corneliu Bente
title CUSTOMER SATISFATCTION WITH BANK SERVICES
title_short CUSTOMER SATISFATCTION WITH BANK SERVICES
title_full CUSTOMER SATISFATCTION WITH BANK SERVICES
title_fullStr CUSTOMER SATISFATCTION WITH BANK SERVICES
title_full_unstemmed CUSTOMER SATISFATCTION WITH BANK SERVICES
title_sort customer satisfatction with bank services
publisher University of Oradea
series Annals of the University of Oradea: Economic Science
issn 1222-569X
1582-5450
publishDate 2018-07-01
description In order to be successful on the market, banks must continually focus their efforts on understanding and meeting the needs and expectations of all their current and potential clients. Moreover, in order to maintain competitive position on the market, banks adopt and demonstrate a clear customer and quality orientation, notably by continually assessing customer satisfaction, but also by constantly assessing their performance. At the same time, banks should identify appropriate methods and tools for assessing customer satisfaction and ensuring the loyalty of the most important, as well as improving the internal and external relational system and establishing partnership relationships with loyal customers. Ensuring and monitoring customer satisfaction is a prerequisite for rational marketing. Ensuring customer satisfaction starts from identifying their requirements and configuring products to meet these requirements. Customer satisfaction is considered the basis of their loyalty and the guarantee of meeting the bank's objectives. Customer satisfaction is the core element of quality management standards. To be successful on the domestic and external markets, banks need to focus their efforts on understanding and meeting the needs and expectations of current and potential clients. Customers' needs and expectations may include, for example, product compliance, performance, delivery, post-delivery activities, costs and exploitation costs, product safety, product liability, environmental impact, etc. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.
topic Performance; satisfaction; quality; SERVQUAL; GAP
url http://anale.steconomiceuoradea.ro/volume/2018/n1/15.pdf
work_keys_str_mv AT corneliubente customersatisfatctionwithbankservices
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