CUSTOMER SATISFATCTION WITH BANK SERVICES

Corneliu Bente ()
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Corneliu Bente: Department of Finance and Accounting, Faculty of Economic Sciences, University of Oradea, Oradea, Romania

Annals of Faculty of Economics, 2018, vol. 1, issue 1, 155-161

Abstract: 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.

Keywords: Performance; satisfaction; quality; SERVQUAL; GAP (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2018
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