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Bank Parikrama Sep 20-jun 21
Abstract
This study attempts to investigate, using the GAP model, the satisfaction level of customers towards
the bancassurance channel of buying life insurance policies. The study was based on the primary data
collected using structured questionnaire from the customers buying life insurance policies of SBI Life
Insurance Company Limited through different branches of State Bank of India in Guwahati city of Assam,
India. Cronbach’s alpha was used to test the reliability of the questionnaire. Statistical tools such as Mean,
Standard Deviation, and Wilcoxon-Sign ranks test was used to attain the objective of the study. It was
found that majority of the customers were not satisfied with buying a life insurance policy from the
bank. In spite of having a favourable experience with the bancassurance channel, the majority of the
customers were not satisfied. This is because one of the factors affecting the satisfaction of customers is
the expectation of customers from the bancassurance channel. To state precisely, it can be mentioned that
favourable experience may not always lead to the satisfaction of customers. Therefore, this significant
issue needs to be addressed properly by the policymakers in order to make the customers satisfied as well
as for the sustainable development of the bancassurance channel.
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Many banks institution have implemented mobile banking as a successful e-commerce application to give the combined benefits of increased customer service and cost reduction. Service quality is a comprehensive customer evaluation of a particular service and meets customer expectations and provides satisfaction. Objective: to assess whether service quality has a strong association to customers loyalty of BNI mobile banking users of FKG USAKTI professional students. Method: The data analyzed comes from BNI M-banking consumers, FKG professional students, who have been using BNI m-banking for a long time. The number of samples is about 150 people. Descriptive data analysis presented each item of the research questionnaire. Result: user friendliness and efficiency are determined to have a positive and considerable impact on customer satisfaction, whereas customer satisfaction has a significant and positive impact on customer loyalty.
Purpose
The purpose of this research is to examine an empirical model of marketing strategy and shareholder value through customer satisfaction and financial performance by using a value‐based marketing approach on organisations listed in Amman Stock Exchange Market operating in Jordan.
Design/methodology/approach
A quantitative methodology was employed through conducting two surveys targeting Jordanian organisations' marketing managers and their customers as well as utilising hard measures for financial performance and shareholder value data analysis. A total of 218 marketing managers were involved in the managers' survey and 1,200 customers were involved in the customers' satisfaction survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised research model.
Findings
The empirical results indicate that external and internal marketing orientations (IMOs) exerted a positive and significant effect on marketing strategy components, namely: product, price, promotion and distribution strategies. Marketing strategy components exerted a positive and significant effect on customer satisfaction. The findings also indicate that product and price strategies are the strongest drivers of customer satisfaction. Customer satisfaction has a positive and significant effect on financial performance. More importantly, financial performance has a strong positive contribution to shareholder value measured by market value added and earning per share.
Originality/value
This is the first empirical research paper that has investigated a model of marketing strategy and shareholder value through customer satisfaction and financial performance especially in developing countries, e.g. Jordan. This research offered executives and marketing directors empirical evidence on drivers of shareholder value maximisation and how to enhance marketing's strategic influence on strategic decisions which were not available to them before.
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that signal whether customers remain with or defect from a company. Results from a multicompany empirical study examining relationships from the model concerning customers’ behavioral intentions show strong evidence of their being influenced by service quality. The findings also reveal differences in the nature of the quality-intentions link across different dimensions of behavioral intentions. The authors’ discussion centers on ways the results and research approach of their study can be helpful to researchers and managers.
In the majority of the EU potential members agricultural sector is playing a prominent role. Such an outcome is based on the high contribution of the agricultural sector on GDP, employment and trade accounts. EU initiated bilateral trade liberalization with the Western Balkans through the establishment of the ATPs. Furthermore, trade liberalization is extended in the regional level through the establishment of renewed CEFTA 2006. Despite the significant improvement, their export competitiveness remains weak. In the long run, agricultural exports might contribute on improvement of the export performance of the EU candidates. Main findings of the gravity model employed in this paper suggest that exports are positively affected by product size (GDP), and to lesser extent by the GDP of trading partners. Exports fall with the increase of the distance, and the fall in the value of exports is greater as larger is the distance between the trading partners. Therefore, the marginal fall in exports increases as far as the geographical distance between the trading partners increase. Initial assumptions that PTAs and cultural ties facilities the trade flows were affirmatively confirmed. Trade liberalization had a positive implication on improving export performance of the EU candidate countries.
Sustainable services are often regarded as sustainable strategies and operations producing goods and services that satisfy customer needs and significantly improve social and environmental performance. To be sustainable, service providers must satisfy consumers' needs or otherwise they will become redundant and economically irrelevant. This paper presents the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017. A path analysis technique is applied to test the proposed framework on the direct and indirect relationship between variables. The results of statistical analysis indicate that customer satisfaction in life-insurance services is significantly explained by such factors as corporate image, service quality and perceived value. Our findings suggest that a life-insurance service provider should focus on enhancing service quality and corporate image in order to obtain customer satisfaction that leads to customer loyalty.
We discuss the evolution in macroeconomic thought on the monetary policy transmission mechanism and present related empirical evidence. The core channels of policy transmission--the neoclassical links between short-term policy interest rates, other asset prices such as long-term interest rates, equity prices, and the exchange rate, and the consequent effects on household and business demand-- have remained steady from early policy-oriented models (like the Penn-MIT-SSRC MPS model) to modern dynamic-stochastic-general-equilibrium (DSGE) models. In contrast, non-neoclassical channels, such as credit-based channels, have remained outside the core models. In conjunction with this evolution in theory and modeling, there have been notable changes in policy behavior (with policy more focused on price stability) and in the reduced form correlations of policy interest rates with activity in the United States. Regulatory effects on credit provision have also changed significantly. As a result, we review the empirical evidence on the changes in the effect of monetary policy actions on real activity and inflation and present new evidence, using both a relatively unrestricted factor-augmented vector autoregression (FAVAR) and a DSGE model. Both approaches yield similar results: monetary policy innovations have a more muted effect on real activity and inflation in recent decades as compared to the effects before 1980. Our analysis suggests that these shifts are accounted for by changes in policy behavior and the effect of these changes on expectations, leaving little role for changes in underlying private-sector behavior (outside shifts related to monetary policy changes).
Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, practitioners and academicians have noted that simply investing in greater service delivery may not return the cost of the additional investment. Part of the problem is that customers’ response to service increments can be nonlinear, and satisfaction and dissatisfaction thresholds may not occur at the same point. The authors propose a method for analyzing this complex behavior in a way that can lead to the development of more accurate service strategies through an understanding of the relationships among customer-transaction costs, satisfaction, and purchase loyalty. They use a catastrophe model to describe a service loyalty customer-response surface. Then, by presenting a “real-world” application with a small service-quality customer dataset provided by General Electric Supply, they show how one actually estimates such a model and interprets the results.