Efficiency Of A Bank Case Study

1526 Words 7 Pages
CHAPTER
CONCLUSIONS
a. EFFICIENCY OF A BANK:
It is associated with the Efficiency of a bank in conditions of service provided. The major areas enclosed under this category are account log in of a customer, adequate information on the bank’s website, user friendly website, instructions and notice statements for customer on the website, Hangout during transaction process and spee d during logout of customer account.

b. RELIABILITY OF A CUDTOMER ON BANK:
It is associated with the reliability of a customer on a bank. The main area included under this type are Reliability of web page, Service beyond the banking hours, message about completion of transaction, page download facility, Accuracy of information, Information contents and text under standings,
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At the same time some customers are making more effort to switch over to a new bank.

Therefore it shows when concerning the effort, some of the customers will make an effort to switch over. Thus the banks should consider maintaining high Switching Cost to reduce the gap between customers Switching Cost and their satisfaction and retention.

The fifth element Technology shows customers are generally not concerned about modern technology used in their bank while some customers may consider modern technology when switching over to another bank.

Therefore it shows when considering the modern technology, generally the customers will make an effort to switch over. Thus the banks should consider maintaining high Switching Cost to reduce the gap between customers Switching Cost and their satisfaction and retention.

The sixth element Accessibility shows customers are generally not concerned on accessibility of products in the bank while customers within the Positive criteria are more concerned about accessibility of the bank’s new
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Therefore when the services are considered, it seems that the service element does not affecting the bank’s process. Thus the researcher cannot see any gap between customers Switching Cost and their satisfaction and retention at this element for further improvement for suggestion.
The ninth element Security shows customers are generally not much concerned about security features of the bank’s Internet products while some customers are more concerned on the present availability of the security features on banks’ Internet banking products.

Therefore when the security is considered, it shows some customers are more concerned about the security element of banks Internet products to switch over. Thus in future the banks should consider more about security features when introducing new Internet Banking products to reduce the gap between customers Switching Cost and their satisfaction and retention at this element for further improvement.

The tenth element Risky shows customers are generally not concerned about the risk factor of the Internet Banking Services while some customers are more concerned about the risk factor on Internet Banking Services. Whereas some customers will totally ignore the risk factors affecting the Internet Banking

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