Stage 2: Research Plan and Skills Test
I have proposed to research on this specific theme because of my past satisfaction, I have been connected with Mashreq Bank, UAE for one year. While working with them I saw the huge rivalry and development of stakeholders, customers and organization. I recognized that consumer loyalty is the most imperative component of keeping money part in today’s undeniably focused environment to hold the current customers and additionally to increase new customer (Lee & Hwan, 2005). Bank services must distinguish and enhance calculates that may make customer disappointment. However, understanding human instinct and fulfilling them as indicated by their need is an extreme occupation, consumer loyalty constantly left me to do a study on it. What concerns me is not the way things are, yet rather the way individuals think things are “.The idea of the customer satisfaction were rely on upon the reasoning of the purchaser. Oliver (1997) gave a static meaning of the customer satisfaction by examining the aggregate utilization process and experience of the client. “Satisfaction is characterized as a pleasurable satisfaction. That is the purchaser faculties that utilization satisfies a few needs, yearning, objectives, or thereabouts forward and that this satisfaction is pleasurable.
The following are the objectives of this research,
1. Analyzing and finding the customer satisfaction, of Mashreq Bank, UAE regarding factors of customer service quality, customer value and customer loyalty.
The third Global Consumer Banking Survey takes a gander at banking through the viewpoint of the customer. How do customers see their banks? What services do they anticipate that their banks will give? How well do their banks convey on guarantees? These inquiries are at the center of the current year’s overview, which incorporates reactions from more than 32,000 retail banking customers over 43 nations (Shih, Chang & Lin, 2010).). The review information uncovers eight special sorts of shoppers, each with its own particular set of qualities, demeanor and needs. This division of the study group of onlookers underscores that customer satisfaction is the way to winning, developing and holding customers in an inexorably aggressive keeping money environment. From multiple points of view, purchaser saving money is similar to different sorts of shopper movement. Anyhow banking customers expect more than an amazing blend of items: they are searching for prevalent customer encounters that satisfy fundamental desires while giving included worth. In our review, customers chose “the way I am dealt with” as the second most critical explanation behind believing their banking supplier, trailing just the anticipated “financial strength” of their bank. Customer satisfaction is likewise the most well-known purpose behind opening and shutting records, more so than expenses, rates, areas and accommodation. The point of the survey was to pick up an understanding of the client’s level of satisfaction for the services of Mashreq Bank, UAE. The inquiries discussed levels of satisfaction of the association included, how versatile Mashreq Bank is to meet prerequisite of the clients and their representatives (Athanassopoulos, Gounaris & Stathakopoulos, 2001).
This thought of trust is the thing that changes customers from static wellsprings of income into promoters for their banks. In a period where social and advanced media empower customers to instantly impart their encounters, customers who trust their bank will drive the most referrals and be all the more eager to combine their keeping money needs with a solitary financial services supplier. This makes them the development motors of any bank. The uplifting news is that purchaser trust in the banking industry is on the ascent, with 93% of review respondents reporting direct or complete trust in their banks. Moreover, 77% of customers are sufficiently satisfied with their banking relationship to prescribe their essential supplier. The worldwide financial recuperation gives off an impression of being grabbing hold, and banks are among the recipients.
The test, then again, is that an expanding number of financial service suppliers are seeking the same customers. Developing innovation and the expanding utilization of cell phones for both banking and installments are making it less demanding for new participants to endeavor regions of disappointment and underinvestment. Customers have more alternatives than any time in recent memory and don’t view banks as having critical point of interest over fresher sorts of banks and innovation organizations – actually with regards to money related counsel. The opportunity expense of falling behind the opposition is amazing. More than 50% of all customers opened or shut a record in 2013, and 40% arrangement to do as such in 2014. Each of these customers speaks to another business open door for a contending bank or financial service suppliers
The research started by finding the right research topic. He later when discussing the objectives of the study. He did find the reliable source of information before writing the literature review
Angur, M. G., Nataraajan, R., & Jahera Jr, J. S. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing, 17(3), 116-125.
Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioural responses to customer satisfaction: an empirical study. European Journal of Marketing, 35(5/6), 687-707.
Aydin, S., & Özer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.
Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing Intelligence & Planning, 23(1), 89-103.
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European Journal of Marketing, 38(1/2), 253-275.
Bejou, D., Ennew, C. T., & Palmer, A. (1998). Trust, ethics and relationship satisfaction. International Journal of Bank Marketing, 16(4), 170-175.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276-286.
Bontis, N., Booker, L. D., & Serenko, A. (2007). The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry. Management Decision, 45(9), 1426-1445.
Bowen, J. T., & Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International journal of contemporary hospitality management, 13(5), 213-217.
Cooil, B., Keiningham, T. L., Aksoy, L., & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics. Journal of Marketing, 71(1), 67-83.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business & industrial marketing,17(2/3), 107-118.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of bank marketing, 20(4), 146-160.
Joseph, M., McClure, C., & Joseph, B. (1999). Service quality in the banking sector: the impact of technology on service delivery. International Journal of Bank Marketing, 17(4), 182-193.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351.
Krishnamurthy, R., SivaKumar, M. A. K., & Sellamuthu, P. (2010). Influence of service quality on customer satisfaction: Application of Servqual model.International Journal of Business and Management, 5(4), p117.
Lee, M. C., & Hwan, I. S. (2005). Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry.International Journal of Management, 22(4), 635.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Mols, N. P. (1998). The behavioral consequences of PC banking. International Journal of Bank Marketing, 16(5), 195-201.
Moutinho, L., & Smith, A. (2000). Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing, 18(3), 124-134.
Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia.International Journal of Innovation, Management and Technology, 1(4), 398-404.
Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet research, 14(3), 224-235.
Shih, K. H., Chang, C. J., & Lin, B. (2010). Assessing knowledge creation and intellectual capital in banking industry. Journal of Intellectual Capital, 11(1), 74-89.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction-a factor specific approach. Journal of services marketing, 16(4), 363-379.
Weeks Methodology Date/time Person(s)
1-5 Secondary (Journals) 0900-1630 Group members
6-7 Secondary (Journals) 1000- 1500 Researcher Alone
8-10 Secondary (Journals) 1200- 1700 Group members
11-13 Secondary (Journals) 0900-1630 Group members
HYPERLINK “https://www.academia.edu/3114601/Identifying_And_Validating_Dimensions_Of_Service_Quality_For_The_Banking_Industry_In_Malaysia” https://www.academia.edu/3114601/Identifying_And_Validating_Dimensions_Of_Service_Quality_For_The_Banking_Industry_In_Malaysia
HYPERLINK “http://www.ccsenet.org/journal/index.php/ibr/article/viewFile/8813/6459?origin=publication_det” http://www.ccsenet.org/journal/index.php/ibr/article/viewFile/8813/6459?origin=publication_detail.
HYPERLINK “https://www.academia.edu/3661636/Customer_loyalty_and_the_effect_of_switching_costs_as_a_moderator_variable_A_case_in_the_Turkish_mobile_phone_market” https://www.academia.edu/3661636/Customer_loyalty_and_the_effect_of_switching_costs_as_a_moderator_variable_A_case_in_the_Turkish_mobile_phone_market
HYPERLINK “http://epubl.ltu.se/1653-0187/2008/007/LTU-PB-EX-08007-SE.pdf” http://epubl.ltu.se/1653-0187/2008/007/LTU-PB-EX-08007-SE.pdf
HYPERLINK “http://www.emeraldinsight.com/doi/abs/10.1108/02652329810220729” http://www.emeraldinsight.com/doi/abs/10.1108/02652329810220729
HYPERLINK “http://scholarscorner.sbs.ox.ac.uk/database/mediating-effect-organizational-reputation-customer-loyalty-and-service-recommendation” http://scholarscorner.sbs.ox.ac.uk/database/mediating-effect-organizational-reputation-customer-loyalty-and-service-recommendation
HYPERLINK “http://papers.ssrn.com/sol3/papers.cfm?abstract_id=916583” http://papers.ssrn.com/sol3/papers.cfm?abstract_id=916583
HYPERLINK “http://www.researchgate.net/publication/235318227_Customer_perceived_value_a_substitute_for_satisfaction_in_business_markets” http://www.researchgate.net/publication/235318227_Customer_perceived_value_a_substitute_for_satisfaction_in_business_markets
HYPERLINK “http://www.ce.sharif.ac.ir/courses/8687/1/ce428/resources/root/service_Quality_control/paper2.p” http://www.ce.sharif.ac.ir/courses/8687/1/ce428/resources/root/service_Quality_control/paper2.pdf
HYPERLINK “http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&ved=0CC4QFjAC&ur” http://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=3&ved=0CC4QFjAC&url=http%3A%2F%2Fwww.managementjournal.info%2Fdownload1.php%3Ff%3D1202032014.pdf&ei=7h0AVa7XK8OtU9SrgpAP&usg=AFQjCNFdSi4zlAdXnOGbTmx2OfggkNrbdA&sig2=sBImJhhJelmUokg7naEcGQ&bvm=bv.87611401,d.d24