Bank Transactions: Satisfaction and Customer Attributes

Seven elements of customer satisfaction were studied to determine the degree to which these individual components of the banking service contributed to customer satisfaction. These elements were waiting time, consumption time, bank employees’ professionalism, accuracy, attentiveness, courtesy, and knowledgeability. The seven elements were identified as being either “functional” or “technical” in nature. That is, the “functional” elements of the service were “how” the bank employees interacted with the customers and the “technical” were “what” the service element provided. Four demographic characteristics of bank customers with respect to the banking service they were utilizing were also examined. The most significant finding was that the users of the various bank services were significantly different in terms of age, gender, income, employment, and number of accounts held. Service satisfaction was generally high with each of the services utilized. The paper concludes with a series of managerial recommendations.