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The Factors That Influence Customer Satisfaction Level in the Mongolian Banking Industry

Journal of Insurance and Financial Management

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Title The Factors That Influence Customer Satisfaction Level in the Mongolian Banking Industry
 
Creator Davaa, Enhzul
Safari, Meysam
Randjbaran, Elias
Randjbaran, Sepehr
 
Description This study is completed to know the factors that influence customer satisfaction level in the Mongolian banking industry and to identify customer satisfaction level in that sector. The main purpose of this study is to find appropriate factors that influence customer satisfaction level in the Mongolian banking industry based on results of questionnaire survey.Moreover, the most of researchers who define customer satisfaction is important cause for service companies because customers’ behaviors and their satisfaction are Influence Company’s operation. Therefore, this concept is vital factor for company’s survival. Hence, this research analyses customers’ satisfaction in Mongolian banking industry. Nowadays, Mongolia has 13 commercial banks. Those banks have introduced modern banking technologies into their services. However, they lack to identify their behavior of their customers and what factors influencing their customers’ satisfaction. Namely, Mongolian commercial banks make a survey to identify customers’ satisfaction level few times in a year (Mongolbank, 2013). Therefore, this research work helps to identify factors that influencing customer satisfaction level in Mongolian banking industry. This research uses quantitative approach and SERVQUAL measurement to identify customer satisfaction level in above sector. Furthermore, the questionnaire of this research includes SERVQUAL measurement’s 22 questions based on its five dimensions and demographic questions and it will distribute into customers who of Mongolian commercial banks.  Data analyses of this research will use SPSS method.          Finally, after whole research readers who of this research can get broad information about factors that influence customer satisfaction level in the Mongolian banking industry because this research will answer general question of research work. Namely, research answers SERVQUAL factors that assurance, reliability and tangibility are main factors that influence customer satisfaction level in Mongolian banking industry.
 
Publisher Journal of Insurance and Financial Management
 
Contributor —
 
Date 2016-05-15
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/31
 
Source Journal of Insurance and Financial Management; Vol 1, No 3 (2016): Journal of Insurance and Financial Management
2371-2112
 
Language eng
 
Relation https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/31/pdf
 
Rights Copyright (c) 2016 Enhzul Davaa