Journals Information
Universal Journal of Management Vol. 4(1), pp. 29 - 35
DOI: 10.13189/ujm.2016.040104
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Customer Services and Technology Used in Financial Institutions: A Survey Research
Yvar Geerman , Suhansa Rodchua *
School of Technology, University of Central Missouri, USA
ABSTRACT
Customer services and technology used in today's business are subjected to continuous improvement in a pursuit to enhance work performance and customer satisfaction. The purpose of this study is to determine the most important dimension of customer satisfaction perceived by three different groups of participants in financial institutions: college students, employees, and retired individuals. The study used online questionnaire in data collection with 126 respondents from the University of Central Missouri community. The results indicated that reliability was the most important dimension of customer satisfaction. Other important dimensions were responsiveness, security, and credibility. One-way Analysis of Variance and SPSS 21.0 was utilized as a statistical tool to determine the relationship among variables. With alpha 0.05 level, the hypotheses testing showed that there was no significant difference in the most important dimension of customer satisfaction between genders and between different groups of participants. This study recommended that the research in customer satisfaction and technology used in financial institutions must be on-going process with emphasis on long-term relationship with their customers.
KEYWORDS
Customer Satisfaction, Financial Services, Technology Used, Service Dimension
Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Yvar Geerman , Suhansa Rodchua , "Customer Services and Technology Used in Financial Institutions: A Survey Research," Universal Journal of Management, Vol. 4, No. 1, pp. 29 - 35, 2016. DOI: 10.13189/ujm.2016.040104.
(b). APA Format:
Yvar Geerman , Suhansa Rodchua (2016). Customer Services and Technology Used in Financial Institutions: A Survey Research. Universal Journal of Management, 4(1), 29 - 35. DOI: 10.13189/ujm.2016.040104.