Customer satisfaction with usage of banks distribution channels: an empirical investigation

Vimi Jham and Kaleem M. Khan

International Journal of Financial Services Management, 2008, vol. 3, issue 3/4, 283-294

Abstract: Satisfaction with banking services is an area of growing interest to researchers and managers. This research examined the survey responses of 560 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to five banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers' satisfaction with human tellers, automated teller machines, money transfer at the point of sale, credit cards, debit cards, internet banking and telephone banking was investigated, and this information was used to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.

Keywords: bank services; customer orientation; customer satisfaction; financial distribution channels; financial services; Indian banks; internet banking; India; e-banking; online banking. (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijfsmg:v:3:y:2008:i:3/4:p:283-294

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