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首页> 外文期刊>International Journal of Finance and Accounting >Investigating Customer Satisfaction Driven Values in the Retail Banking Industry
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Investigating Customer Satisfaction Driven Values in the Retail Banking Industry

机译：调查零售银行业中客户满意度驱动的价值

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This study is an attempt to investigate those factors that drive customer’s satisfaction in the retail banking industry using a sample of 45 MBA students of the University of Uyo. The data was collected from the 45 students because they have at least an account with one bank or the other in Akwa Ibom State. The data collected were then analyzed using multiple regression. From the analysis, the study revealed that customer’s satisfaction was positively correlated with all the variables except queuing time which had a negative correlation, suggesting that bank customers would want prompt service delivery irrespective of how tight the situation might be. This is in essence, a way of meeting their expectations, if their satisfaction must be guaranteed. Based on this, some recommendations were made for future research.
机译：这项研究旨在通过对Uyo大学的45名MBA学生进行抽样调查，探讨那些能提高零售银行业客户满意度的因素。数据是从45名学生那里收集的，因为他们至少在Akwa Ibom州的一家银行或另一家银行有一个帐户。然后使用多元回归分析收集的数据。通过分析，研究表明，客户满意度与所有变量均呈正相关，除了排队时间呈负相关外，这表明银行客户希望迅速提供服务，而不管情况有多紧。本质上，如果必须保证他们的满意，这是满足他们期望的一种方式。基于此，为将来的研究提出了一些建议。

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