MERAL Myanmar Education Research and Learning Portal
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Customer Atitude Towards Doorstep Banking Services of Kanbawza Bank
https://meral.edu.mm/records/8862
https://meral.edu.mm/records/8862eba7a7b4-f379-45a3-a33a-964e98e53c96
a5858e45-f007-4974-9907-a9460d220223
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Hnin Wut Yee Khaing, Roll No. 19, MBF(Day)3rd Batch.pdf (639 KB)
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Title | ||||||
Title | Customer Atitude Towards Doorstep Banking Services of Kanbawza Bank | |||||
Language | en | |||||
Publication date | 2023-02-01 | |||||
Authors | ||||||
Hnin Wut Yee Khaing | ||||||
Description | ||||||
Examining customer attitudes toward Doorstep Banking services offered by KBZ Bank, analyzing the impact of those attitudes on customer satisfaction with Doorstep Banking services, and examining the impact of customer loyalty to Doorstep Banking services offered by KBZ Bank are the study's main goals. This study focuses on the cognitive (belief), affective (feeling), and conative (activity) components of the tri-component attitude model, which illustrates the significance of customer satisfaction with the Doorstep banking services and how it affects customer loyalty. The questionnaires were designed on a five-point Likert scale and data from 109 corporate clients were gathered. Both quantitative approaches and descriptive statistics were employed. This study shows that all of the conative statements are significantly supported by the aggregate mean score (behavior). Conative component has a strong, favorable impact on consumer loyalty and satisfaction. Though not as highly significant as conative, cognitive (belief) and affective (feeling) effects are nevertheless significant (behavior). Although customers agreed with cognitive and affective recommendations and gave them high marks, bank workers should concentrate on providing better services like discounts and special promotions to keep their current clientele and attract new ones. The doorstep banking services should be promoted by bank personnel and the appropriate officers by keeping an eye on the control system to prevent problems. To increase customer happiness, brand loyalty, and long-term company success and profit, KBZ Bank should provide additional training to its staff so they can handle difficulties with skill. They should also work to improve product quality by setting acceptable prices. |
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Thesis/dissertations | ||||||
Yangon University of Economics | ||||||
Dr. Aye Thanda Soe |