Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees

The purpose of this study is to examine customer preferences in banking industry. Bank customers from the public sector were surveyed using a questionnaire. A total of 153 public sector employees provided the data for the study. Results show that the independent variables are associated with custome...

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Main Author:	Farzila, Md Zuki
Format:	Thesis
Language:	eng eng
Published:	2009
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/1691/1/Farzila_Md_Zuki.pdf https://etd.uum.edu.my/1691/2/1.Farzila_Md_Zuki.pdf
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id	my-uum-etd.1691
record_format	uketd_dc
spelling	my-uum-etd.16912013-07-24T12:12:49Z Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees 2009 Farzila, Md Zuki College of Business (COB) College of Business HF5415.33 Consumer Behavior. The purpose of this study is to examine customer preferences in banking industry. Bank customers from the public sector were surveyed using a questionnaire. A total of 153 public sector employees provided the data for the study. Results show that the independent variables are associated with customer satisfactions. Public sector employees choose Bank Rakyat as their first choice bank in terms of customer satisfaction and preferences. 2009 Thesis https://etd.uum.edu.my/1691/ https://etd.uum.edu.my/1691/1/Farzila_Md_Zuki.pdf application/pdf eng validuser https://etd.uum.edu.my/1691/2/1.Farzila_Md_Zuki.pdf application/pdf eng public masters masters Universiti Utara Malaysia Haron, S., Ahmad, N. and Planisek, S. L. (1994). Bank patronage factors of Muslim and Non- Muslim Customers. International Journal of Bank Marketing, vol. 12, NO. 1, p.p. 32-40 Naser, K. and Moutinho,L.(1997) Strategic Marketing Management: The Case Of Islamic Banks. International Journal Of Bank Marketing, vol. 15,No-6,p.p. 187-203. Rammal, H.G & Zurbruegg,R(2006) 'Awareness of Islamic Banking products among Mus1ims:The case of Australia 'Journal of Financial Services Marketing' Vol. 12,no 1 ,pp.65-74 Jamal,A., and Naser, K. (2002). Customer Satisfaction And Retail Banking: An Assessment Of Some Of The Key Antecedent Of Customer Satisfaction In Retail Banking. International Journal Of Bank Marketing, pp. 146-160 Dusuki, A.W. (2008) Banking For The Poor: The Role Of Islamic Banking In Microfinance Initiatives, Humanomics. Vol 24, No 1. p.p. 49-66 Choudhury, M. A., and Hussain, M. M. (2005). A paradigm of Islamic money and banking. .International Journal Of Social Economic. Vol 32, No3. p.p 203-217 Mokhtar, H.S.A et al (2008) 'Efficiency And Competition Of Islamic Banking In Malaysia. Humanomics.Vol24,nol. p.p.28-48 Metawa, S.A. and Almossawi, M.(1998) 'Banking Behaviour Of Islamic Bank Customers: Perspectives And Implications. International Journal Of Bank Marketing.P.p. 299-313 Naser, K et a1 (1999) 'Islamic Banking: A Study Of Customer Satisfaction And Preferences in Jordan. International Journal Of Bank Marketing, P.P. 135-150 Ueltschy et a1 (2007) 'Service Quality and Satisfaction: An International Comparison Of Professional Services Perceptions. Journal of Services Marketing.P.P 410-423 Ismail I.,Hasnah.H.,Ibrahim D.N And Salmi M.I'service Quality,Client Satisfaction And Loyalty Towards Audit Firms:Perceptions Of Malaysian Public Listed Companies. Manageria1 Auditing Journal .P.P 738-756 Lam .R and Suzan Burton 'SME banking loyalty and disloyalty': a qualitative study in Hong Kong.International Journal of Bank Marketing. P.P 37-52 N.dubisi.,N.O N.0 Wah.,K.C,N.Dubisi. 'Supplier customer relationship management and Customer loyalty: the banking industry perspective'. Journal Of Enterprise Information Management. Dewayne.B.,Pedro S.Coelho and Manuel 'service Personalition And Loyalty'.Journal Of Service Marketing.P.P 391-403 Castro.C.B,armanio.E.M and M.'Consequences Of Market Orientation for Customers And Employees'.European Journal of marketing. P.P 646-675 Kantsperger.R and Kunz .W.H 'Managing Overall Service Quality in Customer Care Centers'.Empirical finding of a Multi Perspective Approach' International Journal of service Industry Management. P.P 135-151
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Farzila, Md Zuki Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
description	The purpose of this study is to examine customer preferences in banking industry. Bank customers from the public sector were surveyed using a questionnaire. A total of 153 public sector employees provided the data for the study. Results show that the independent variables are associated with customer satisfactions. Public sector employees choose Bank Rakyat as their first choice bank in terms of customer satisfaction and preferences.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Farzila, Md Zuki
author_facet	Farzila, Md Zuki
author_sort	Farzila, Md Zuki
title	Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
title_short	Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
title_full	Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
title_fullStr	Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
title_full_unstemmed	Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees
title_sort	customer satisfaction and preferences in banking industry: an empirical investigation on public sector employees
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2009
url	https://etd.uum.edu.my/1691/1/Farzila_Md_Zuki.pdf https://etd.uum.edu.my/1691/2/1.Farzila_Md_Zuki.pdf
_version_	1747827189787656192

Customer Satisfaction and Preferences in Banking Industry: An Empirical Investigation on Public Sector Employees

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