How the Advancements in Technology Have Improved Customer Satisfaction in the Banking Sector
TABLE OF CONTENTS
CONTENT PAGE
1.0 Introduction 3 - 6 1.1 Background to the problem 1.2 Problem Statement 1.3 Research Questions 1.4 Purpose of the study 1.5 Significance of the study 1.6 Delimitations and Limitations 1.7 Definition of Variables 2.0 Review of Literature 7 - 22 2.1 Introduction 2.2 What is the Banking Sector and what institutions make up the Banking Sector? 2.3 What is Customer Satisfaction and what is the importance of customer satisfaction? 2.4 What are the technological Improvements made in the Banking sector? 2.5 What are the challenges of implementing these improvements in the Jamaican Banking Sector? 2.6 How has the Technological Advancements Improved Customer Satisfaction in the Banking Sector?
3.0 Methodology and Procedures 23 - 33 3.1 Introduction
3.2 Research Design
3.3 Population and Sample
3.4 Instrument Design 3.5 Validation of Questionnaires
3.6 Data Collection Procedures
3.7 Data Treatment
3.8 Ethical Considerations
3.9 Appendices
4.0 Conclusion and Implications 34 '' 38
4.1 Conclusion and Implications
4.2 Recommendations
4.3 References
Chapter One
INTRODUCTION
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
CONTENT PAGE
1.0 Introduction 3 - 6 1.1 Background to the problem 1.2 Problem Statement 1.3 Research Questions 1.4 Purpose of the study 1.5 Significance of the study 1.6 Delimitations and Limitations 1.7 Definition of Variables 2.0 Review of Literature 7 - 22 2.1 Introduction 2.2 What is the Banking Sector and what institutions make up the Banking Sector? 2.3 What is Customer Satisfaction and what is the importance of customer satisfaction? 2.4 What are the technological Improvements made in the Banking sector? 2.5 What are the challenges of implementing these improvements in the Jamaican Banking Sector? 2.6 How has the Technological Advancements Improved Customer Satisfaction in the Banking Sector?
3.0 Methodology and Procedures 23 - 33 3.1 Introduction
3.2 Research Design
3.3 Population and Sample
3.4 Instrument Design 3.5 Validation of Questionnaires
3.6 Data Collection Procedures
3.7 Data Treatment
3.8 Ethical Considerations
3.9 Appendices
4.0 Conclusion and Implications 34 '' 38
4.1 Conclusion and Implications
4.2 Recommendations
4.3 References
Chapter One
INTRODUCTION
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