CUSTOMER SATISFACTION, SERVICE QUALITY, AND LOYALTY IN THE BANKING SECTOR: AN EMPIRICAL ASSESSMENT OF “BANK ONE” CUSTOMERS
Jhurry Bhoopendra, Prathana Amrithlal, Muhammad Hoque
Abstract:
Customer loyalty represents an imperative competitive factor in banking, and it has been widely affected by customers' demands and expectations regarding high-quality, personal, and secure banking services. Service provision, customer satisfaction, security, and governance are vital, and their impact on customer loyalty has not been precisely examined, particularly Bank One. The purpose of this research is to analyse and understand the driving forces behind customer loyalty and identify the dimensions of service, satisfaction, security, and governance and their impact on customer loyalty, specifically at Bank One. The research used quantitative methodology, with a structured online questionnaire designed and administered to Bank One customers. The research used descriptive statistics to describe respondents and inferential statistics to identify associations between dimensions of services, customer satisfaction, security, governance, and loyalty. The customers' feedback was also analysed to see what aspects of services need improvement. Perceptions of overall organizational culture reported an average score of 3.42 (SD = 0.81), indicating moderately supportive but inequitable conditions. Perceptions of exclusionary practices reported an average score of 3.76 (SD = 0.94), indicating pervasive unofficial exclusion, although those regarding access to unofficial networks reported a lower score of 2.89 (SD = 0.73), reflecting poor inclusion into influential networks. Mentorship effectiveness, as measured by role modelling, psychosocial support, and career Sponsorship, reported an average score of 3.58 (SD = 0.88). The qualitative findings confirmed these trends, and it was found that effective mentorship practice contributed positively to boosted confidence, enhanced organizational politics, and enablement of women to overcome organizational barriers. The findings support that overall service quality, customer satisfaction, security, and governance influence customers' loyalty towards Bank One. Customized services, better accessibility, and enhanced security measures can directly impact on customers' overall satisfaction and loyalty level towards Bank One. This can be achieved by implementing effective customer-centric strategies, which can further help Bank One to be in a stronger position in the banking industry.
Keywords:
Customer loyalty; service quality; customer satisfaction; banking sector; security; governance; Bank One
APA citation:
JHURRY BHOOPENDRA, PRATHANA AMRITHLAL, MUHAMMAD HOQUE (2025). Customer Satisfaction, Service Quality, and Loyalty in the Banking Sector: An Empirical Assessment of “Bank One” Customers. Business & IT, Vol. XV(2), pp. 87-96, DOI: https://doi.org/10.14311/bit.2025.02.08.
Editorial information: journal Business & IT, ISSN 2570-7434, CreativeCommons license CC BY, published by CTU in Prague, 2025, https://bit.fsv.cvut.cz/
