The Factors That Influence Customer Satisfaction Level in the Mongolian Banking Industry

Enhzul Davaa, Meysam Safari, Elias Randjbaran, Sepehr Randjbaran

Abstract


This study is completed to know the factors that influence customer satisfaction level in the Mongolian banking industry and to identify customer satisfaction level in that sector. The main purpose of this study is to find appropriate factors that influence customer satisfaction level in the Mongolian banking industry based on results of questionnaire survey.

Moreover, the most of researchers who define customer satisfaction is important cause for service companies because customers’ behaviors and their satisfaction are Influence Company’s operation. Therefore, this concept is vital factor for company’s survival. Hence, this research analyses customers’ satisfaction in Mongolian banking industry. Nowadays, Mongolia has 13 commercial banks. Those banks have introduced modern banking technologies into their services. However, they lack to identify their behavior of their customers and what factors influencing their customers’ satisfaction. Namely, Mongolian commercial banks make a survey to identify customers’ satisfaction level few times in a year (Mongolbank, 2013). Therefore, this research work helps to identify factors that influencing customer satisfaction level in Mongolian banking industry. This research uses quantitative approach and SERVQUAL measurement to identify customer satisfaction level in above sector. Furthermore, the questionnaire of this research includes SERVQUAL measurement’s 22 questions based on its five dimensions and demographic questions and it will distribute into customers who of Mongolian commercial banks.  Data analyses of this research will use SPSS method.          

Finally, after whole research readers who of this research can get broad information about factors that influence customer satisfaction level in the Mongolian banking industry because this research will answer general question of research work. Namely, research answers SERVQUAL factors that assurance, reliability and tangibility are main factors that influence customer satisfaction level in Mongolian banking industry.

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References


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