Assessment of Customer Satisfaction in Telecom Sector

Topics: Bank, Customer service, Service Pages: 181 (48303 words) Published: January 18, 2013


  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.  




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


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 perceived value and corporate image. The effects of demographic factors on the constructs are also investigated. The data was collected from a convenience sample of individual bank customers who bank with a local commercial bank. The results indicate that service quality has the most influence on bank customers’ satisfaction compare to value and corporate image. The results also provide support for the moderating effect of value on the relationships between service quality and customer satisfaction, and the moderating effect of corporate image on the relationships between service quality dimensions and service quality. In addition, the results also reveal that the perceptions of the constructs are primarily affected by age and ethnicity of customers. Keywords: multi-level model, customer satisfaction, service quality, banking industry ii


First of all, I would like to express my deep appreciation to my main supervisor Dr Christopher Gan a respectable, responsible and resourceful scholar, for his constant assistance, especially in data collection and analysis of the research findings. I also would like to gracefully acknowledge the input, support and guidance from my associate supervisor, Mr. Michael D. Clemes, who had spent countless hours to edit my work. Thanks to my associate supervisor, Dr. Baiding Hu, who had given me valuable advices in statistic analysis. I thanked them for their patience, valuable guidance, and perspectives throughout the research. Without their exceptional support and encouragement, I could not have completed my thesis. The continual help and support of my parents throughout the past years made this thesis possible. I could not possibly have completed the thesis without your support and advice. Thanks for all your help over many years. I would like to express my special thanks to my wife, Jun (Christie) Hou, thank you for your love and support for every chapter and every page of this work. I am also extremely grateful to all my...

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.
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • Customer Satisfaction in the Banking Sector Essay
  • Customer Satisfaction Essay
  • Customer Satisfaction Essay
  • Customer Satisfaction Essay
  • Customer satisfaction Research Paper
  • Customer Loyalty and Customer Satisfaction Essay
  • Comparative Study of Customer Satisfaction in Indian Public Sector and Private Sector Banks Essay

Become a StudyMode Member

Sign Up - It's Free