banking and financial services are important parts of the service industry. quality of service in the banking industry has a close relationship with customer satisfaction service system. banks could create competitive advantage by increasing customer satisfaction and reduce costs in today's competitive environment. this paper presents a decision-making model to obtain optimum tasks assigne...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

In this paper we evaluate the financial performance of virtually all of the branch offices of a large European savings bank for a recent six-month accounting period. We employ a complementary pair of nonparametric techniques to evaluate their financial performance, in terms of their ability to conserve on the expenses they incur in the process of building their customer bases and providing cust...

The research aims to shed light on the Balanced Scorecard method and performance measures show impact of applying improve Al-Rafidain Bank banking business, as well showing extent employee customer satisfaction with services provided by bank.The was based a basic premise that “the use four dimensions balanced scorecard in evaluating bank’s will help raise level Rafidain Bank.” researcher conclu...

Customer satisfaction describes the interaction between corporate behavior and customer behavior, its theoretical research began in the 1990s, after 10 years of research, and the theory has been greatly developed. At the same time, because of the development of CRM theory, research about customer satisfaction has also obtained more and more attention. In this paper, we firstly emphasis the main...

this study investigates the factors affecting the brand loyalty of the customers of auto-mobile industry in region of pakistan with the use of ecsi model. a well-organized structured questionnaire was distributed among the customers of auto-mobile industry. the questionnaire was based on 5 point likert-type scale. results show that the customer expectations have a direct positive impact on perc...

In the financial world, Investors always want to put their funds into investments that yields maximum returns. Thus, they seek avenues where there exist effective and efficient management of resources including customers as this serves as indication for promise of future returns. This has created a source of concern for the researchers and thus, this study seeks to evaluate factors that determi...

W investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this...

In this study we show the comparative study of job satisfaction in Public and Private Bank sectors. This paper will investigate as to what extent job satisfaction has lead to good working performance in formal organization. The study will examine the factors which influence employee’s job satisfaction in organization such as Job involvement, Organizational commitment, Quality of work life, orga...