Session

Management, Business, and Economics

Description

The business environment today is characterized by strong competitive pressures; therefore most companies focus their efforts in maintaining a satisfied customer base. There is a full coherence between management and marketing theorists on the importance of service quality as a key to business success.Companies which produce high quality service also have higher economic returns than their competitors, who are not so oriented services.This is particularly true in financial services where deregulation has created an environment with multiple choices for bank costumers, in meeting their financial needs. In response to this, many financial institutions are focusing their strategies to increase customer satisfaction and loyalty through quality consumer services.Achieving consumer satisfaction via internet banking has found widespread support in the theoretical literature. This makes it imperative to empirical analysis results which will help improve work and management.In this context the main problem of this study will remain the question. How satisfied are customers with quality banking services and does improvement of these services leads to increased customer satisfaction. The study is applied taking into analysis two banks. Raiffeisen Bank (RZB) and National Commercial Bank (BKT).Data Are analyzed using descriptive statistics These data are presented in tables and graphs. Questionnaire include demographic data and consumer questions which aim to attract their opinion about the five key dimensions 1. Reliability, 2. Accountability, 3. Readiness to provide timely service, 4. Return of banking services from tangible to intangible in consumer banking, 5. Sensitivity. Assessment of consumer expectations banking is done with scale from "much worse than we expected" "worse than expected", "as expected" in "much better than expected.”

Keywords:

e-banking, financial service, consumer service, information

Session Chair

Evelina Bazini

Session Co-Chair

Krenare Pireva

Proceedings Editor

Edmond Hajrizi

ISBN

978-9951-437-25-7

First Page

124

Last Page

135

Location

Durres, Albania

Start Date

1-11-2013 2:00 PM

End Date

1-11-2013 2:15 PM

DOI

https://doi.org/10.33107/ubt-ic.2013.43

Included in

Business Commons

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Nov 1st, 2:00 PM Nov 1st, 2:15 PM

E- Banking In Financial Service in Albania

Durres, Albania

The business environment today is characterized by strong competitive pressures; therefore most companies focus their efforts in maintaining a satisfied customer base. There is a full coherence between management and marketing theorists on the importance of service quality as a key to business success.Companies which produce high quality service also have higher economic returns than their competitors, who are not so oriented services.This is particularly true in financial services where deregulation has created an environment with multiple choices for bank costumers, in meeting their financial needs. In response to this, many financial institutions are focusing their strategies to increase customer satisfaction and loyalty through quality consumer services.Achieving consumer satisfaction via internet banking has found widespread support in the theoretical literature. This makes it imperative to empirical analysis results which will help improve work and management.In this context the main problem of this study will remain the question. How satisfied are customers with quality banking services and does improvement of these services leads to increased customer satisfaction. The study is applied taking into analysis two banks. Raiffeisen Bank (RZB) and National Commercial Bank (BKT).Data Are analyzed using descriptive statistics These data are presented in tables and graphs. Questionnaire include demographic data and consumer questions which aim to attract their opinion about the five key dimensions 1. Reliability, 2. Accountability, 3. Readiness to provide timely service, 4. Return of banking services from tangible to intangible in consumer banking, 5. Sensitivity. Assessment of consumer expectations banking is done with scale from "much worse than we expected" "worse than expected", "as expected" in "much better than expected.”