The Experts below are selected from a list of 65997 Experts worldwide ranked by ideXlab platform
P Elangkumaran - One of the best experts on this subject based on the ideXlab platform.
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impact of service quality on customer satisfaction a study on customers of Commercial Bank of ceylon plc trincomalee district
Social Science Research Network, 2014Co-Authors: Sri Lanka, P ElangkumaranAbstract:The present study examines the relationship between service quality and customer satisfaction through the SERVQUAL model. In this research service quality dimensions such as Tangibility, Reliability, Assurance, Responsiveness and Empathy considered as independent variables and customer satisfaction is considered as dependent variable. For the purpose of present study 56 customers were selected randomly in Trincomalee District and the primary data were collected through administrating structured questionnaire from thoseselected customers. The collected date was analyzed by inferential statistics. Pearson Correlation analysis revealed that there is a significant positive correlation between service quality and customer satisfaction. Also the study found that service quality is significantly impact on customer satisfaction. Hence maintaining high quality services in Commercial Bank will have excellent customer satisfaction where as low quality services will lead to a decline in customer satisfaction which also may result to loss of customers.
Sri Lanka - One of the best experts on this subject based on the ideXlab platform.
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impact of service quality on customer satisfaction a study on customers of Commercial Bank of ceylon plc trincomalee district
Social Science Research Network, 2014Co-Authors: Sri Lanka, P ElangkumaranAbstract:The present study examines the relationship between service quality and customer satisfaction through the SERVQUAL model. In this research service quality dimensions such as Tangibility, Reliability, Assurance, Responsiveness and Empathy considered as independent variables and customer satisfaction is considered as dependent variable. For the purpose of present study 56 customers were selected randomly in Trincomalee District and the primary data were collected through administrating structured questionnaire from thoseselected customers. The collected date was analyzed by inferential statistics. Pearson Correlation analysis revealed that there is a significant positive correlation between service quality and customer satisfaction. Also the study found that service quality is significantly impact on customer satisfaction. Hence maintaining high quality services in Commercial Bank will have excellent customer satisfaction where as low quality services will lead to a decline in customer satisfaction which also may result to loss of customers.
Dimitris Kenourgios - One of the best experts on this subject based on the ideXlab platform.
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Bank mergers takeovers and customer satisfaction the case of a greek Commercial Bank
Social Science Research Network, 2018Co-Authors: Spyros Papathanasiou, Pavlos Mylonas, Dimitris KenourgiosAbstract:The aim of this study is to examine the correlation of the service quality dimensions to the overall customer satisfaction in the Greek Banking sector, following its restructuring due to the mergers and the takeovers during the current financial crisis period (2009 - 2015), and to analyze in particular the case of Piraeus Bank, the biggest Greek Commercial Bank. The research conducted so as the data to be collected, was drawn from a customer sample of the Piraeus Bank and as for the measurements used, are based on the widely accepted SERVQUAL model, as it is proposed by Parasuraman et al., (1988). where the five dimensions of service quality merged: reliability, responsiveness, empathy, assurance and tangibles. According to the results, all service quality dimensions are positively related to the customer satisfaction. The greatest impact, regarding customer satisfaction, was observed most in the dimensions of empathy and reliability. Moreover, it was discovered that a certain type of customer discontent is on the verge of being manifested among the considered Bank services.
Linda Schmid Klein - One of the best experts on this subject based on the ideXlab platform.
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who benefits from deregulating the separation of Banking activities differential effects on Commercial Bank investment Bank and thrift stock returns
Social Science Research Network, 2004Co-Authors: Kathy Czyrnik, Linda Schmid KleinAbstract:We analyze the deregulation impact on Commercial Banks, investment Banks, and thrifts associated with four major events progressively integrating Commercial and investment Banking activities in the United States during the 1990s. We find that Commercial Banks are the only group to react favorably to Federal Reserve announcements relaxing firewalls and easing restrictions on Commercial Bank revenues from investment Banking activities. These regulations primarily benefit large Banks. The Bankers Trust acquisition announcement of investment Bank Alex Brown is associated with increased wealth for each of the three types of financial service institutions. At the eventual deregulation of the financial services industry, with the passage of the Financial Services Modernization Act in 1999, the values of Commercial Banks and investment Banks increase significantly although thrifts are not affected.
Vlad Manole - One of the best experts on this subject based on the ideXlab platform.
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determinants of Commercial Bank performance in transition an application of data envelopment analysis
2002Co-Authors: David Grigorian, Vlad ManoleAbstract:Banking sectors in transition economies have experienced major transformations throughout the 1990s. While some countries have been successful in eliminating underlying distortions and restructuring their financial sectors, in some cases financial sectors remain underdeveloped and the rates of financial intermediation continue to be quite low. Grigorian and Manole estimate indicators of Commercial Bank efficiency by applying a version of Data Envelopment Analysis (DEA) to Bank-level data from a wide range of transition countries. They further extend the analysis by explaining the differences in efficiency between financial institutions and countries by a variety of macroeconomic, prudential, and institutional variables. In addition to stressing the importance of some Bank-specific variables, the censored Tobit analysis suggests that: -Foreign ownership with controlling power and enterprise restructuring enhance Commercial Bank efficiency. -The effects of prudential tightening on the efficiency of Banks vary across different prudential norms. -Consolidation is likely to improve efficiency of Banking operations. Overall, the results confirm the usefulness of DEA for transition-related applications and may shed light on the optimal architecture of a Banking system. This paper - a product of the Private and Financial Sector Development Unit, Europe and Central Asia Region - is part of a larger effort in the region to disseminate the results of research on transition issues. The authors may be contacted at dgrigorian@imf.org or manole@wueconc.wustl.edu.
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determinants of Commercial Bank performance in transition an application of data envelopment analysis
Comparative Economic Studies, 2002Co-Authors: David Grigorian, Vlad ManoleAbstract:Banking sectors in transition economies have experienced major transformations throughout the 1990s. While some countries have been successful in eliminating underlying distortions and restructuring their financial sectors, in some cases financial sectors remain underdeveloped and the rates of financial intermediation continue to be quite low. The authors estimate indicators of Commercial Bank efficiency by applying a version of Data Envelopment Analysis (DEA) to Bank-level data from a wide range of transition countries. They further extend the analysis by explaining the differences in efficiency between financial institutions and countries by a variety of macroeconomic, prudential, and institutional variables. In addition to stressing the importance of some Bank-specific variables, the censored Tobit analysis suggests that: 1) Foreign ownership with controlling power and enterprise restructuring enhance Commercial Bank efficiency. 2) The effects of prudential tightening on the efficiency of Banks vary across different prudential norms. 3) Consolidation is likely to improve efficiency of Banking operations. Overall, the results confirm the usefulness of DEA for transition-related applications and may shed light on the optimal architecture of a Banking system.
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determinants of Commercial Bank performance in transition an application of data envelopment analysis
IMF Working Papers, 2002Co-Authors: David Grigorian, Vlad ManoleAbstract:Banking sectors in transition economies have experienced major transformations throughout the 1990s. While some countries have been successful in eliminating underlying distortions and restructuring their financial sectors, in some cases financial sectors remain underdeveloped and the rates of financial intermediation continue to be low. We estimate indicators of Commercial Bank efficiency by applying a version of Data Envelopment Analysis (DEA) to Bank-level data from a wide range of transition countries. In addition to stressing the importance of some Bank-specific variables, the censored Tobit analysis suggests that (1) foreign ownership with controlling power and enterprise restructuring enhances Commercial Bank efficiency; (2) the effects of prudential tightening on the efficiency of Banks vary across different prudential norms; and (3) consolidation is likely to improve the efficiency of Banking operations. Overall, the results confirm the usefulness of DEA for transition-related applications and shed some light on the question of the optimal architecture of a Banking system.
