stream 0000332236 00000 n The aim of this study is to investigate the benefits of using a two-stage clustering method using neural-network-based Kohonen self-organizing maps followed by hierarchical clustering for identifying the investment patterns of potential retail banking customers. 0000001420 00000 n

It also considered the total number of banks at each period and year of study while the growth in Total Asset is proxied as the dependent variable. In the same manner, customer satisfaction positively but insignificantly impacts customer loyalty. The method for collecting data is based on convenience sampling.

0000011071 00000 n 0000095760 00000 n

0000014663 00000 n 0000007001 00000 n Over the last ten years, competitive pressures in the industry have put pressure on the level of banking profitability and efficiency issues (Source: SPI 2019, www.ojk.go.id). It is the sole responsibility of the Author concerned. 0000009104 00000 n 0000002352 00000 n Since credit managers in banks work with applicants for education loans, their insight becomes essential to understanding the issues plaguing with the smooth implementation and delivery of this scheme. 0000010335 00000 n A total of 261 respondents participate in Study 1 and 491 in Study 2.

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Data analysis entailed descriptive and confirmatory factor analysis. The main contribution of the research is the combined application of the machine learning methods Kohonen SOM, hierarchical clustering, and MCA for investment pattern analysis in the retail banking business. <<45CE361E132F1F428178B491117D3E8F>]>> 0000269914 00000 n 0000000016 00000 n The research utilizes descriptive statistics and multiple correspondence analysis (MCA) to understand the variables and Kohonen self-organizing maps (SOMs), in combination with hierarchical clustering, to identify customer groups and describe the characteristics of these clusters. This paper assesses the implications of these developments by examining the contribution of the branches to banks performance.

Study 2 tests the research model. The service concept: the missing link in service design research? There are several methods for identifying similar groups of customers and describing their characteristics to offer them appropriate products. The relevance of the paper is due to the objective processes of global digital intervention of technologies in all spheres of human life and society. 41 0 obj <> endobj The effects of service quality on customer satisfaction was direct, positive but insignificant. For the first time, the authors identified and systematized modern trends and regulations in the development of digital business models of banking services in Industry 4.0, offered their own conceptual vision of the concept of digital business model of banking services. (2018) also mentioned that technology development had brought a new competitive landscape in the banking industry. <>>> As an impact of technology development change in financial services, increasing financial technology (fintech) services have emerged another competition platform in the banking industries in recent years. endobj The subject of the research is trends in the implementation of digital technologies in the banking sector.

Service quality (Security/ Privacy, Practicality, Design/Aesthetics, and Enjoyment) has a low-moderate effect on relationshipqualitative variables(Trust, Satisfaction, and Commitment). 57 77 0000332913 00000 n Our findings showed that there is a positive relationship between the growths of the branches in the rural, urban and foreign centres which implies that there is need to open more branches if the banks wants the Asset to grow.

hb```f``c`a` B@1V `}i&+ S2A 74 0 obj <>stream Thus, it is expected that system trust is more appropriate to use than interpersonal trust. reputation

0000005448 00000 n If any queries or infringement occurs, subject to Ahmedabad jurisdiction. Clustering customers effectively is an important element of improving marketing policy and strategic planning.

Design/methodology/approach 13 Duncan Rd 3h~8}Jur2#Sn.e\OTCT||!$d>M"DK(tC,G'Q|.mes@89ezG>ay}DMm'RI4$&`77_8gxA($Bq$D. 0000379933 00000 n

0000001504 00000 n Creative Commons Attribution 4.0 International License. 0000001840 00000 n Self-administered questionnaires were used as a data collection tool and a sample size was chosen (N = 235). 0000021144 00000 n Despite significant technological innovation in retail banking services delivery, the number of Nigerian bank branches has grown steadily over time. United Kingdom. 0ohCD20TE'/rS Education financing is a key retail banking product for most commercial banks and a lifeline for large numbers of students seeking professional courses. 0000379673 00000 n Study 1 determines the degree of humanness in a mobile banking application. Seven hypotheses were formulated to address the objectives.

The findings therefore serve as a good guide for banks to work at improving service quality, which will in turn positively influence satisfaction and loyalty. 2 0 obj xref 0000160129 00000 n Practical implications Academia.edu no longer supports Internet Explorer. endstream endobj 72 0 obj <> endobj 73 0 obj <> endobj 74 0 obj <>stream 0000319780 00000 n 0000014637 00000 n The study collected 41 responses, which were then divided into 4 major categories. Fd^ Mj?S*YQlU4 /`0ettBe (h1 M+cqfFH@D3=%X,rAyMaywnsakQCa"5x+Ir3vq$e24;=q| C`

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%PDF-1.5 0000007799 00000 n Findings Gillingham, Kent 0000009388 00000 n L@\@  0000008567 00000 n 0000377225 00000 n Students Satisfaction towards the University: Does Service Quality Matters?

In addition, the measurement model revealed no signs of multicollinearity between the factors, and the model fit index values of IFI, TLI, CFI, SRMR and RMSEA showed a good fitting model. Dynamic changes also constantly occur in the banking industry in Indonesia. 0000014498 00000 n %PDF-1.5 %

The study uses the whole banks in Nigeria during the period 1981 and 2013 using a pooled data analysis on ordinary least square(OLS).The variables used include the total number of banks branches in rural and urban area and those domiciled abroad regarded as foreign branches. It also highlights the relevance of recovery expectations as an antecedent of e-service recovery quality and thus stresses the need to satisfactorily address the same in the e-service recovery process. 0000015115 00000 n %%EOF Disclaimer: Articles on Indian Journal of Applied Research have been previewed and authenticated by the Authors before sending the publication for print. One of the ways was developing a mobile banking application.

Plagairism Policy 0000016381 00000 n To address this literature gap, this studys purpose was to explain the process used to validate brand identification and personality within the retail-banking context of South Africa. A conceptual framework of service quality in healthcare: Perspectives of Indian patients and their attendants, Website satisfaction: role of user and website characteristics, A Research Proposal: The Relationship between Customer Satisfaction and Consumer Loyalty, Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan, CUSTOMER CARE, SERVICE QUALITY AND CUSTOMER SATISFACTION IN POST BANK, HOUSING FINANCE BANK; IN KAMPALA UGANDA, Banking Service Quality in the Middle Eastern and GCC Countries: Understanding the Future Research Directions, The Factors Predicting Students' Satisfaction with Universities' Healthcare Clinics' Services : A Case-Study from the Jordanian Higher Education Sector, Change management in retail banking in the UAE: an assessment of some key antecedents of customer satisfaction and demographics, Retail Theater: The "Intended Effect" of the Performance. AbstractIdentifying investment patterns as part of customer segmentation is one of the most important tasks in retail banking. 0000007293 00000 n 0000006116 00000 n trailer

g8tyT. 0 0000004021 00000 n 0000003393 00000 n

The commercial lending segment will expose to the competition due to technical support in terms of ease of access.

Confirmatory Factor Analyses (CFA) was then used to test the hypotheses and address the research objectives as well. 0000041178 00000 n xb```a``_ l@Q,>00pp WLlj%{,:.l-T%66=nd\2*W ^W$4v5DU7ff3d88Twhxxi;^v ] !%c(@TR78YPM11@PFc Q`R*G0b`','pa9\T0 cTmbZ!s%}PkuV^^`]+q01$Olq3`GZ0p The study used correlation and regression analysis. endobj %PDF-1.4 % An Assessment of the Perceived Service Quality: Comparison of Islamic and Conventional Banks at Pakistan, Profiling consumers: A study of Qatari consumers' shopping motivations, Determinants of Brand Loyalty in Fast Food Restaurant in North Cyprus: Cases of Johnny Rocket & Burger City, The Impact of Customer Satisfaction on Word-of-Mouth: Conventional Banks of Malaysia Investigated, Brand equity, brand loyalty and consumer satisfaction, Factors Influencing Customer Loyalty of Banking Industry: Empirical Evidence from Pakistan, Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry, Identifying service quality dimensions as antecedents to customer satisfaction in retail banking, Measuring Perceived Service Quality and Customer Satisfaction for Service Managers: The case of the Lebanese Retail Banking Industry, The Impact of Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Study of Islamic Banks in Bahrain, Consumer Trust in Service Companies: A Multiple Mediating Analysis, THE ROLES OF PUBLIC RELATIONS IN ENHANCING CUSTOMER SATISFACTION: A CASE STUDY OF TELSIM, EFFECT OF BRAND IMAGE ON CUSTOMER SATISFACTION & LOYALTY INTENTION AND THE ROLE OF CUSTOMER SATISFACTION BETWEEN BRAND IMAGE AND LOYALTY INTENTION Council for Innovative Research, THE IMPACT OF FINANCIAL ACTIVITIES ON CUSTOMER SATISFACTION IN COMMERCIAL BANKS IN UGANDA A CASE OF CENTENARY BANK, RUBAGA BRANCH, UGANDA RESEARCHED, A Conceptual Framework for Understanding Customer Satisfaction in Banking Sector: The Mediating Influence of Service Quality and Organisational Oath, International Journal of Bank Marketing Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia Article information, An Empirical Analysis of Banking Sector in Pakistan: Islamic Versus Conventional Banks. xref 3 0 obj I Originality/value To browse Academia.edu and the wider internet faster and more securely, please take a few seconds toupgrade your browser. 133 0 obj <>stream

This study aimed to identify the impediments in the successful delivery of this loan product in India, where it is marketed majorly by public sector banks under a common scheme devised by the government.