Customer Satisfaction Model And Dis-Conformation Model

CONCEPTUAL FRAMEWORK EXPLANATION: The above conceptual model shows three independent variables and they have a significant relationship with the customer’s satisfaction. The first independent variable is responsiveness, which means bank should deliver fast e-services via electronic media, quickly solve the issues of clients during transactions to get customer satisfaction. The second independent variable is service development, which means how the e-banking services performed. The quality of provided services should be considered of great importance to obtain satisfied customers. The third independent variable is communication, although there is no direct

It is also defined as a worldwide issue that affects all companies, instead of its size, local or international. Companies that have a more satisfied client’s main point also manage higher economic.

In the nutshell, many researchers identify customer satisfaction as an individual's feeling of pleasure or disappointment resulting from comparing the collected performance or outcome in relation to the requirements and needs of the clients.

Customer Satisfaction Models

Dis-conformation Model prepared by Oliver R.L

According to him, the client satisfaction model tells that when the clients compare their expectations of actual products or services performance with the expectations of clients then the feelings of satisfaction have grown. Any deficiency between the expectations and the results creates the differences. He identified three types of differences. And they are as given below

A) Positive dis-confirmation:

This happened when product or service performance increases working. In this situation, the clients are mostly satisfied.

.B) Negative dis-confirmation:

This matter, on the other hand, happened when products or service experiences is less than requirements. In this case, the clients are highly

How do customers take the quality of different points of the electronic banking services they are using in the bank?

4. To check whether customer affects satisfaction ratings with electronic banking service quality mentioned variables (age, gender, education, income) and marital status.

HYPOTHESES

Ho: There is a no significant relationship between client satisfaction and responsiveness of electronic banking services.

H1: There is a significant relationship between client satisfaction and responsiveness of electronic banking services.

Ho: There is no significant relationship between client satisfaction and communication of electronic banking services.

H2: There is a significant relationship between client satisfaction and communication of electronic banking services.

Ho: There is no significant relationship between client satisfaction and service performance of electronic banking services.

H3: There is a significant relationship between client satisfaction and service performance of electronic banking services.

CHAPTER 3

RESEARCH