TABLE OF CONTENTS
3 - 6
Background to the problem
Purpose of the study
Significance of the study
Delimitations and Limitations
Definition of Variables
Review of Literature
7 - 22
What is the Banking Sector and what institutions make
up the Banking Sector?
What is Customer Satisfaction and what is the importance
of customer satisfaction?
What are the technological Improvements made in the
What are the challenges of implementing these improvements
in the Jamaican Banking Sector?
How has the Technological Advancements Improved Customer
Satisfaction in the Banking Sector?
Methodology and Procedures
23 - 33
Population and Sample
Validation of Questionnaires
Data Collection Procedures
Conclusion and Implications
34 '' 38
Conclusion and Implications
BACKGROUND TO THE PROBLEM
Banking is a commercial process providing a wide range of financial services, such as holding and transferring money, providing loans, and giving stability to the financial sector of the economy. There are a variety of sectors in the banking industry. These banking sectors deal with the public as well as with small and medium-sized businesses and corporations. Since the organization is dealing with the public and businesses and corporations it is therefore a necessity for banks to have quality customer service. Customer service is both a challenging and critical task for any organization as customers form an opinion of the company based on the kind of services he receives. Customer service is generally termed as “customer experience” (Vukmir, 2006). The rationale behind this is, customer service is a critical element of the customer experience and refers to the quality of the interaction that customers have with front-line staff, including their speed, knowledge, courtesy and level of caring. The broader customer experience encompasses the full experience of being a customer, including the convenience, functionality and reliability of self-service channels and the ability of products and services to meet customer expectations and lifestyle needs(Kelley, 1990). Having established that effective customer service is the backbone to the success of organizations, we now see the need to know the technological improvements that are being implemented to increase customer satisfaction in the Jamaican banking sector, how much emphasis is being placed on making the customer experience a memorable, worthwhile and hassle-free experience that keeps bringing them back to use products and services being offered by the banks. Technological improvements include implementing measures that make services move faster, more convenient, more accurate, increase consumer knowledge, fast and efficient responsiveness, consumer friendly, flexible and easy to customize. However it is difficult to master all of these when implementing new technologies, so companies prioritize what service means in their environment and how best they can suit the needs of customers despite the various challenges. PROBLEM STATEMENT
To what extent have advancements in technology improved customer satisfaction in the Jamaican banking sector? RESEARCH QUESTIONS
What is the Banking Sector and what institutions make up the Banking Sector? 2.
What is Customer Satisfaction and what is the importance of Customer Satisfaction? 3.
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