Assessment of Customer Satisfaction in Telecom Sector

Topics: Bank / Pages: 194 (48303 words) / Published: Jan 18th, 2013
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AN EMPIRICAL ANALYSIS OF NEW ZEALAND BANK CUSTOMERS’ SATISFACTION

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A thesis submitted in partial fulfillment of the requirements for the Degree of Master of Commerce and Management

at Lincoln University

by Jing Wei

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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.

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