Assessment of Customer Satisfaction in Telecom Sector
Lincoln University Digital Thesis Copyright Statement The digital copy of this thesis is protected by the Copyright Act 1994 (New Zealand). This thesis may be consulted by you, provided you comply with the provisions of the Act and the following conditions of use:
you will use the copy only for the purposes of research or private study you will recognise the author 's right to be identified as the author of the thesis and due acknowledgement will be made to the author where appropriate you will obtain the author 's permission before publishing any material from the thesis.
AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION
_______________________________________________________
A thesis submitted in partial fulfillment of the requirements for the Degree of Master of Commerce and Management
at Lincoln University
by Jing Wei
_______________________________________________________
Lincoln University 2010
Abstract of a thesis submitted in partial fulfilment of the requirements for the Degree of M.C.M
AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION
By Jing Wei
It is important that banks deliver quality services which in turn results in customer satisfaction in today’s competitive banking environment. Within the New Zealand financial service market, competition is deemed to be strong given that there have been new entrants into the market as well as mergers and acquisition and exits over the last ten years (Chan, Schumacher, and Tripe, 2007). In order to retain the customers, customer satisfaction becomes a crux issue to bank management. This research identifies and examines the factors influencing bank customer satisfaction in New Zealand’s banking industry. Specifically, the goal of this study is to identify the dimensions of perceived service quality; and examine the relationships between bank customer satisfaction and service quality, and
you will use the copy only for the purposes of research or private study you will recognise the author 's right to be identified as the author of the thesis and due acknowledgement will be made to the author where appropriate you will obtain the author 's permission before publishing any material from the thesis.
AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION
_______________________________________________________
A thesis submitted in partial fulfillment of the requirements for the Degree of Master of Commerce and Management
at Lincoln University
by Jing Wei
_______________________________________________________
Lincoln University 2010
Abstract of a thesis submitted in partial fulfilment of the requirements for the Degree of M.C.M
AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION
By Jing Wei
It is important that banks deliver quality services which in turn results in customer satisfaction in today’s competitive banking environment. Within the New Zealand financial service market, competition is deemed to be strong given that there have been new entrants into the market as well as mergers and acquisition and exits over the last ten years (Chan, Schumacher, and Tripe, 2007). In order to retain the customers, customer satisfaction becomes a crux issue to bank management. This research identifies and examines the factors influencing bank customer satisfaction in New Zealand’s banking industry. Specifically, the goal of this study is to identify the dimensions of perceived service quality; and examine the relationships between bank customer satisfaction and service quality, and
References: Tan, M., and Teo, T. S. H. (2000). Factors Influencing the Adoption of Internet Banking. Journal of the Association for Information Systems, vol. 13, no. 5.