APJRBM Volume 1, Issue 3 (December, 2010) ISSN CUSTOMER SERVICES AND SATISFACTION A STUDY WITH REFERENCE TO CUSTOMERS OF BANK MUSCAT

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1 CUSTOMER SERVICES AND SATISFACTION A STUDY WITH REFERENCE TO CUSTOMERS OF BANK MUSCAT Dr. M. Krishna Murthy Salalah College of Technology P.O.Box No.608, P.C.No.211 Salalah, Sultanate of Oman ABSTRACT Customer services and satisfaction are essential for the banking industry to survive in the competitive world. The banker has to provide innovative and new services to all the customers dealing with the banking companies. Banking sector plays in an important role in contributing to the economic development of a country. The study has adopted with analytical methodology by measuring the satisfaction level with respect to various service factors by providing questionnaire to the customers of the Bank Muscat, Dhofar region, Sultanate of Oman. Different statistical tools such as frequency distribution, t-test and ANOVA have been used to get interpretable results. The researcher identified that the developing country in technology and infrastructure like Sultanate of Oman has to concentrate on the hitech and fast services to its globalised customers. The papers also suggest necessary measures to be taken by the banker to satisfy the customers in the long run. KEY WORDS: Customer Satisfaction, respondents, bankers, services and problems. INTRODUCTION Customer satisfaction is important for any business organization dealing with products and services. It is vital in the part of companies dealing with service oriented business like banking. In the competitive global business set up the banking industry plays in an important role to attract the different customers. Banking industries has to show their efficiency to attract individual customers, businessmen and corporate organizations. Sultanate of Oman is one of the Middle East countries having strong economic background. Banking is crucial for general and mercantile public for best services to the expected target customers with respect to each specific service. The banks have to consider not only to bring the additional customers but also to retain the existing customers. The banker has to conceive the innovative ideas, new services to all the customers dealing with the banking companies. A.Dilsath (2006) stated that the Dissatisfaction of the customers voiced through the complaints and rumors over the banking around general and business population. The bank has to do everything to keep the customers happy even with small things better. The service of banking company - 1 -

2 depends mainly on how services are offered to customers which is ultimately in the hands of bankers. LITERATURE REVIEW Bandyo Phadhyaya S C 1994 highlighted that the banks should not only satisfy the routine functions of the customers but also think of innovative ideas of new services to retain the existing customers. According to Jacob Mankidy 2000 that the ignorance, overpowering, neglecting colleagues by bank managers are bad and this would lead to low quality of bank services. The study of Lowis B 1990 reviewed the importance of satisfying the present customer s virtue of offering the quality of services as pursued by the customers and establishes long term customer relationship. This study has insisted that the satisfaction of present customer is the pre requisite for any service producing organization, to which the bank is not an exemption. Ellwood, Peter 1990 argued the service industry like banking interface between customers and the staff of the bank is quite close as there is a direction selling of services. The author also elaborated about the ombudsman scheme, which adds a new dimension to customer service in banks. The study emphasized that the customer care is emerging, as a critical factor in the banking industry and banks are fully conscious of the need for attaining the international standards. The adoption of advanced technologies supplemented by PC banking, web pages, ATM and call centres are the need of the present banking business to retain the customers positive attitude towards the banking services Jayachand T.K, (2008). Vimala D 2007 scrutinised the extent to which facilities provided by private sector banks have resulted in increased customer satisfactory level and suggested the improvements attained in the existing facilities would increase the customer satisfactory level. NEED AND IMPORTANCE OF THE STUDY In any country if customer oriented services becomes failure, this would lead to phenomenal loss to the government revenues. Customer oriented service helps to meet the national objectives. The banking companies with top rating in the customer services survive for long run with high returns (Kuralovian 2006). Navita Nathani, K K Agarwal and Umesh Holani 2007 identified that the customer services of the banking companies with hi-tech services and products such as ATM, Credit cards, debit cards, smart cards, petro cards, tele banking, electronic transfer, electronic clearing services, online banking, e-banking, internet banking any time banking and any where banking customer care and customer concern becomes more important. The success of banking industry is thus depends on the speed and quality of customer services provided by the banking industries. Man banking sector has been successful in getting fundamental objectives but - 2 -

3 it has to make large field of operations in the year to come. The banking sector should take positive steps and policies in the near future to satisfy the maximum extent to the banking customers. RESEARCH METHODOLOGY The study is based on the customer satisfaction and services and the study has adopted with analytical methodology by measuring the satisfaction level with respect to various service factors. The questionnaire has been designed in four segments consist of personal data and bank transactions, banking awareness, credit operations and various other services of the bank.. Each segment covers the different aspect of customer s services with five options viz., strongly agree, agree, neutral, strongly disagree and disagree. The number of respondents decided for the study is 200, covering customer on the basis of gender, age, occupation, educational background, income and type of account. RESEARCH TOOLS The study has adopted the well known branch of multivariate analysis of factor using SPSS 12.0 version, in order to get the interpretable solutions clearly. The study has been carried out by using frequency distribution for meaning personal data of the respondents, one sample t-test to identify the nature of responses of the customer about various factors of customer services and satisfaction and ANOVA to establish the significant relationship between various factors and the consequence with respect to the organizational and personal values of the employees. OBJECTIVES OF THE STUDY To identify, measure and analyse the variables that determine the customers satisfaction with respect to different services provided by the public sector commercial banks To measure the satisfactory level among the respondent users with respect to different determinants in terms of their gender, age, occupation, educational background, income and types of account To pinpoint the areas of concern and the lapses in the existing service delivery system and to suggest long term measures that enhances the satisfactory level among the respondent users. LIMITATIONS OF THE STUDY The present study is restricted to Bank Muscat of dhofar region, Salalah, Sultante of Oman, having assets worth over USD 13 billion with strong presence in corporate - 3 -

4 banking, retail banking, Investment Banking, Treasury, Private Banking and Asset Management. The findings of the study are completely based on the facts collected from the respondent customers along with their views on various services offered by the Bank Muscat. The opinions of the banker about their own services that are offered to the customers are not considered in this study, as the present study is focused on customer satisfaction of the Bank Muscat. DATA ANALYSIS Frequency Distribution The distribution of sample respondents according to sex perceived on the Bank Muscat is shown in table No.1.1. It reveals out of the total 200 respondents 21 are Female customers occupying 10.5% and 179 in Male category occupying 89.5%. Considering around 89.5% of Male respondent customers can be reasonably acceptable as on higher side when compared with the women customers, in practical sense and in reality. From the table 1.2, it is found the distribution of respondents based on age. Customers belonging to the age group of below 25 years are found 8 forms 4% followed by 71 customers occupying 35.5% in the age group of respondents 46% from the age group between36-45 and 27 respondents 13.58% in the age group of respondents occupy 1% in the age above 56 years. The table No.1.3 exposes the number of respondents on the basis of educational background of the customers. Incorporating the data it has become imperative in order to identify whether the educational background of the customers can anything do with the various services offered by Bank Muscat. In this exercise, the study has considered 36 respondents consisting 18% with qualification up to school education, 19 respondents occupying 9.5% with Certificate as educational background followed by 53 respondents with 26.5% with Diploma level, 50 respondents with 25% With Bachelor degree, 24 respondents forming 12% are with Post Graduation and 11 respondents with other professional qualification. From the table No.1.4, it is clear that an attempt is made to identify the influence of the occupational pattern of the respondents on the Customers Satisfaction and services of Bank Muscat. It is known that 114 respondents occupying 57% employees in the government departments, followed by 61 respondents possessing 30.5% customers working in private sector and 25 respondent s falls under business discipline were considered for the study. From the table No.1.5, it reveals that 166 respondents occupying 83% belongs to the married category and 34 respondents possessing 17% belongs to single category are considered for the study - 4 -

5 The table No.1.6 divulged the number of respondents on the basis of their respective income levels, 50 respondent customers occupying 25% belongs to the category of income below R.O 500 out of the total 200 respondents considered for the study. This is followed by 80 respondents (40%) belonging to the income group of R O While it is 45 respondents (22.5 %) and 25 respondents (12.5%) belonging to the income group of R O and above R O 1000 category respectively. From the table No.1.7, it is acknowledged that the Bank Muscat appreciate the banking services by providing various bank account services to its customers. It is found that 98 respondents occupying 49% holds Savings Bank account, followed by 71 respondents possessing 35.5% respondent holds current account for business purpose, 28 respondents occupies 14% holds deposit account and 3 respondents constituting 1.5% holds loan account. From the table No.1.8, it is found that the Bank Muscat increases the numerous customers through various schemes and Hi-tech services. It is found that 17 respondent customers occupying (8.5%) respondents prefer a particular bank because of its situated area near residence followed by 120 (60%) respondents belong to situation of office and 63 respondents occupying (31.5%) towards its various other services. From the table No.1.9, it exposes that 50 respondents occupying 25% out of 200 customers of the Bank Muscat come to know about the bank service through the advertisement and remaining 150 respondents occupying 75% respondents has come to know through friends and relatives. From the table No.1.10, it is found that Bank Muscat accumulates the number of customers by providing various services. It is found that 124 respondents are occupying 62% holds account for less than six months, 58 respondents constituting 29% holds for 6 months to 1 year and 18 respondents possessing 9% holds for 1-5 years. From the table No.1.11, it is found that customers feel convenient in processing the transaction when they understand the language of the banking employees. It is found that 109 respondents occupying 54.5% understand the English language of the employees, 29 respondents constituting 14.5% understand English language of the bankers moderately and 62 respondents constituting 31% does not understand the language of the bank employees. One Sample t-test From the table No.1.12, it is acknowledged that the Bank Muscat increases the number of customers through online banking service. It is found that 46 respondents occupying 23% visit bank daily, followed by 16 respondents possessing 8% respondent visits weekly, 13 respondents occupies 6.5% visits fortnightly and 79 respondents and 46 respondents constituting 39.5% and 23% respectively visits monthly and on requirement of banking needs

6 From the table 2.1, it is found that the mean values of 6 statements are 1.85, 2.49, 1.90, 2.69, 2.67 and 2.08 significantly. The standard deviation also ranges from.653 to 0967 for all the 6 statements respectively. From the one sample test table it is found that the t- values are , , , , and statistically significant at 5% level with respect to the test value 3. From the table No. 2.2, it is found that the mean values are 2.65, 2.94, 3.29, 2.38, 3.07 and 2.00 respectively and standard deviation ranges from.673 to The t-values are , , 5.664, , and From the table No.2.3, it is found the mean values are 3.37, 1.96, 2.40, 2.69 and 3.30 respectively and the standard deviation ranges from.035 to The t-values are 8.911, , , and are statistically significant at 5% level. From the table No.2.4 it is found that the mean values are 2.15, 1.98, 1.50, 2.86, 2.94, 2.66, 2.75 and the standard deviation also ranges from.643 to for all the 8 statements respectively. From the one sample test table it is found that t-values are , , , , , , and From the table No.2.5 it is found that the mean values of 6 statements are 2.29, 2.23, 3.19, 2.37, 1.53 and 3.08 respectively. The standard deviation also ranges from.653 to statements respectively. From the one sample test table it is found that t-values are , , 1.934, , and are statistically significant at 5% level with respect to the test value 3. From the table No. 2.6 it is found that the mean values are 2.73, 3, 2.78 and 2.04 respectively and the standard deviation also ranges from.739 to The t-values are ,.000, and are statistically significant at 5% level. From the table No.2.7 it is found that the mean values of 3 statements are 2.40, 3.29 and 2.08 respectively. The standard deviation also ranges from.050 to.067 for all the statements respectively. From the one sample test table it is found that the t-values are , and respectively are statistically significant at 5% level with respect to the test value 3 From the table 2.8 it is found that the mean values are 2.38, 1.83, 3.11 and 2.96 and the standard deviation also ranges from.726 to.849. The t-values are , , and and From the table No.2.9 it is found that the mean values of 3 statements are 1.64, 3.27 and 1.95 respectively. The standard deviation also ranges from.591 to.957 for all the 3 statements respectively. From the one sample test table it is found that t-values are , and are statistically significant at 5% level with respect to the test value

7 ANOVA Influence of Gender on the factors of Customer Services and Satisfaction of Bank Muscat From the table No.3.1 it is found that the bank is smooth to handle (F=4.279) differs significantly at 10% level. This implies the mean differ significantly at 10% level between male and female customers of Bank Muscat. The mean value implies that the male customers (=2.72) of Bank Muscat appreciated that the bank is smooth to handle rather than the female customers (=2.24), other factors do not differ significantly Influence of Age on the factors of Customer Services and Satisfaction of Bank Muscat From the table No.3.2 it is revealed that factors on credit operations are easy and quick (F=4.786), successful availability of credit (F=2.148), easy hypothecation (2.751), more facilities for overdraft (3.759) and useful for salary payment of the customers of Bank Muscat (F=2.785) differ significantly at 10% level. This shows that the age group of below 25 years (=3.5) appreciated credit operations are easy and quick and the age group of years appreciated the successful availability of credit (=3.03) and overdraft facilities (=2.55). The age group of years appreciated the banking is useful for getting the salary. The age group of years appreciated the easy hypothecation ( =3.52) and Availability of safety lockers in the bank. Influence of Educational qualification on the factors of Customer Services and Satisfaction of Bank Muscat From the table No.3.3 it is exposed that factors on pass book services are entered and returned promptly (F=3.260), time to make entries (F=28.308), entries are neat and legible (F=2.868) and response for banker mistakes (F=8.886) differ significantly at 10% level. The mean value implies that the respondents having qualification of higher diploma appreciated that the pass book is entered and returned promptly. Respondents with qualification up to school level appreciated that responsibility taken by banker for their mistakes. Respondents with qualification of Post graduation agree for the entries made in pass book are neat and legible but not satisfied for the time taken by the bankers to make entries and mistakes in the pass book. Influence of Occupation on the factors of Customer Services and Satisfaction of Bank Muscat - 7 -

8 From the table No.3.4 it is revealed that factors of Hi tech services of electronic fund transfer (F=2.068), credit and debit cards (F=5.357), universal banking (F=6.249), electronic mail services (F=7.320) and facsimile services (F=4.382) differ significantly at 10% level. This implies the mean differ significantly at 10% level between different occupation category of Bank Muscat. The mean value implies that the business customers (=3.28) of Bank Muscat expressed their satisfied view on universal banking and facsimile services but they expressed their dissatisfaction on credit and debit cards (=2.76), electronic fund transfer (=1.48) and electronic mail services (=2.28) and the other factors do not differ significantly Influence of Marital Status on the factors of Customer Services and Satisfaction of Bank Muscat From the table No.3.5 it is found that factors of new banking services of merchant banking (F=11.775), e-banking (F=3.312) and ATM services (F=14.902) of Bank Muscat differ significantly at 10% level. This implies the mean differ significantly at 10% level between single and married customer of Bank Muscat. The mean wise analysis revealed that single customers are not satisfied the services of merchant banking (=1.71), e- banking (=1.15) and ATM services (=1.15) and the other factors do not differ significantly. Influence of Monthly Income on the factors of Customer Services and Satisfaction of Bank Muscat From the table No3.6 it is exposed that factors on grievance and redressal services of proper counseling (F=9.448), bank ombudsman (F=15.738), response to complaint (F=14.416) and easy access of forms (F=21.556) does not differ significantly. The basis of above analysis is to conclude that the monthly income of the customers of the Bank Muscat does not differ with the perception of the customers about the various grievances procedures. Respondents having monthly income of R.O expressed their satisfaction on proper counseling of customers, bank ombudsman and response to complaints of the customers. Respondents having monthly income of R.O above 1000 expressed their satisfaction on easy access of forms. Influence of Nature of account on the factors of Customers Satisfaction of Bank Muscat From the table No.3.7 it is found that factors on job skills of the bank employees like training in the bank (F=15.670), knowledge of amendments (F=19.983) and knowledge of hi tech services (F=9.136) differ significantly at 10% level. This implies the mean differ significantly at 10% level between various bank accounts of the customer of Bank Muscat. The customers holding current account appreciating the knowledge of bank amendments (=3.73). The customers holding deposit account have not satisfied the job skills of the employees on training and knowledge of hi tech services (=1.79) and (=1.71) respectively - 8 -

9 FINDINGS OF THE STUDY Frequency Distribution It is found that the majority of the customers occupying 89.5% are male customers dealing with Bank Muscat. It is clear from the data that most of the customers are from the age group of who regularly use the banking transactions either for the business or for their personal purpose and also revealed from the data that the most of the customers are from the age group of who regularly use the banking transactions either for the business or for their personal purpose. It is observed from the educational background of the customers in each category of Bank Muscat under the study the majority of the customers dealing with banking services are with the qualification of Diploma level. On the analysis it is clear that the most of the customers of the Bank Muscat are working in the Ministry departments. On referring the different marital status of the study it is clear that the majority of the married customers settled overseas working in private and ministry departments. On analysing the different income groups of customers with respect to the Bank Muscat, most of them fall into the category of It is found from the assessment that the majority of the customers are holding savings bank account in the Bank Muscat. The majority of the customers constituting their bank transactions for the nearest to the location of the office. It is clear that most of the respondent customers have the knowledge of the Bank Muscat through proper advertisements holding account for less than six months and they are able to understand the communication of the bank employees. It is also observed that the majority of the customers visit monthly to the bank for their banking transactions. One sample t-test It is inferred that the customers of Bank Muscat disagree the banking services with respect to customer awareness are useful and safety, it helps to create the habit of savings for future. They also disagree that the banking services are reliable and safety, avoids dealing with cash, banking is smooth to handle and avoids unaccounted. The customers of Bank Muscat Moderately agree that the banking services with respect to credit operations ensure easy hypothecation and availability of safety lockers. They also disagree that the credit operations are easy and quick, available for successful credit, provides overdraft facilities and the banking transactions are useful for salary payment. Banker returns promptly after entering the transactions and takes the responsibility of their mistakes with respect to pass book services. They also disagree that the banker usually responds to the mistakes in the pass book, entries are neat and legible and time consumption to make entries

10 It is derived from the customers of Bank Muscat that they disagree for the best services of computerized message service, facsimile, , universal banking and shared payment network system. They also strongly disagree for electronic fund transfer and electronic clearing system. It is determined that the customers of Bank Muscat mostly agree for getting personal loans and telebanking services. They also disagree for merchant banking, computerization of banking transactions, e-banking and ATM services. It is indulged from the customers of Bank Muscat reasonably agree for bank ombudsman. They disagree for the response to complaints, proper counseling and easy access of forms. It is exposed that the customers of Bank Muscat moderately agree that the bank employees are having knowledge of amendments. They disagree for the training of employees in the bank and updating of knowledge of hi-tech services. Customers of Bank Muscat moderately agree that the employees are tolerable with respect to queries and disagree for the efficiency of employees, their response to customers across the counters and the attitude of the bank employees. It is observed from the customers of Bank Muscat moderately agree the relationship of employees with customers on communicating new schemes and products. They disagree for humanity approach and welcoming the new customers. ANOVA Among the factors it is found that the male customers possess more awareness on smooth handling of bank transactions in Bank Muscat. By comparing the mean values it is found that the customers falling under the age group of years appreciated the credit operations of the Bank Muscat. The customers possessing post graduate qualification have not satisfied the time consumed by the banker for making entries and correcting mistakes in the pass book. The Businessman has not satisfied with the services of credit and debit cards, electronic fund transfer and electronic mail. Single customers dissatisfied over the banking services than the married customers of Bank Muscat. From the analysis it is revealed that the respondents having monthly income of R.O expressed their satisfaction on counseling, banking ombudsman, response to complaints of the customers of Bank Muscat

11 The deposit account holders dissatisfied with the training of bank employees and their knowledge of hi tech services. SUGGESTIVE MEASURES FOR PROBLEMS IDENTIFIED The insufficient work experience of the employees of the Bank Muscat is found to be the major cause of worry, as this variable has been identified as one of the lagging factors. The bank can go for well balanced experienced and new recruits who can be trained and updated of knowledge about hi tech services required for the customers in large. The efficiency of the employees will give positive attitude towards the customers in welcoming them with humanity approach. The next thing, which the customers expect from the banker, is the quick and fair services with respect to the entries after a particular transaction and to request for loan process. The customers mainly grumble about the delay in services and the unfriendly attitude of the employees. Service delayed is service denied. The banker must not forget this fact. Another lagging factor is grievances and redressal system in practice at Bank Muscat. The bankers should arrange for the practical system by which the grievances are redressed at the earliest which would enhance the customer satisfaction. The technology driven services with hi-tech facilities of electronic fund transfer and electronic mail services should be effectively utilized to satisfy the customers. The customers need to be informed about the type of forms used for each transaction and to respond to their queries and complaints. The Study had identified the areas of concern and pointed the suggestive measures to bottle neck the operational lacunae in terms of customer services and satisfaction. This would really help the appropriate bank authorities to evolve suitable strategy for the enhancement of customer satisfaction by providing efficient service to put forth best performance level in future. The study had incorporated time factor, human relation approach of bank employees, the enquiries and the employee response, knowledge and skill of the employees as indicators of good customer satisfaction. These variables were systematically weighed in determining the customer satisfaction. This study would definitely enable the bank authorities to bring this to the notice of bank employees to have moral responsibilities to the growth and development of the country in general and banking industry in particular. CONCLUSION The study is crucial at this juncture since banking operations are becoming increasingly customer dictated. The ability of banks to offer different competitive services has become a valuable in the competitive edge. This is really a challenging task. This study in the context of the banking industry will give an insight into the parameters of customer

12 satisfaction and their measurement. Customer Satisfaction is crucial for bankers in the long run which are an integral part of any business. With the phenomenal increase in the number of customers and the increased demand for banking services like speed, service quality and customer satisfaction are going to be key differentiators for each bank's future success. The study had made a thorough evaluation of the service factors of the customers in credit operations, awareness of the banking transactions; pass book services, hi-tech services, new banking services, grievance and redressal, job skills, queries and relationship with banker. The problems identified on the study have been justified by suitable suggestions for keeping the customer in long run in the bank dealings. REFERENCES Bandyo Padhyay C.S, Banking Services Tomorrow, (Some suggestions on customer services), SBI Monthly Review, June 1994 Dilsath A (2006), Customer Services and Satisfaction A study with reference to customers of select public sector banks at Chennai - An Introduction, University of Madras. Ellwood, Peter (1990), Meeting customer needs, Banking world, October, Pp.22 Jacob Mankidy, The Internal customer and customer service in Banks, Vinimaya, Vol XX, No.3, 2000 Jayahcand T.K, Customer Service: Need for continuous upgradation, Canara Bank Quarterly Review, July-Sep, 2008 Kuralovian, (2006), Customers satisfaction on new banking technology A study with reference to public sector banks, University of madras. Lowis, B 1991, Service Quality, An International Comparision of Bank customers expectations and perceptions, Journal of Marketing Management, Vol.7, Pp.47. Navita Nathani, K.K.Agarwal, Umesh Holani, 2007, Organising Customer relationship and customer perceivence, Banking finance, Vimala D 2007, Customer services in Commercial Banks with special reference to metro and urban branches in Tamil Nadu, Pp

13 TABLES CUSTOMER SERVICES AND SATISFACTION OF BANK MUSCAT FREQUENCY DISTRIBUTION Classification of respondents based on gender Table No. 1.1 Cumulative Gender Frequency Valid Percent Percent "Female" "Male" Total Classification of respondents based on age Table No. 1.2 Age Frequency Valid Percent Cumulative Percent "below 25 years" "26 to 35 years" "36 to 45 years" "46 to 55 years" "above 55 years Total Classification of respondents based on Education Table No. 1.3 Education Frequency Valid Percent Cumulative Percent "upto school" "Certificate" "Diploma" "Higher Diploma" "Bachelor" "Post Graduate" "Others" Total Classification of respondents based on Occupation

14 Table No. 1.4 Occupation Frequency Valid Percent Cumulative Percent "Ministry" "Private Sector" "Business" Total Classification of respondents based on Marital Status Table No. 1.5 Marital Status Frequency Valid Percent Cumulative Percent "Married" "Unmarried" Total Classification of respondents based on Income Table No. 1.6 Income Frequency Valid Percent Cumulative Percent "RO below 500" "RO 501 to 750" "RO 751 to 1000" "RO above 1000" Total

15 Classification of respondents based on Nature of Account Table No. 1.7 Nature of a/c Frequency Valid Percent Cumulative Percent "Savings a/c" "Current a/c" "Deposit a/c" "Loan a/c" Total Classification of respondents based on reasons for selection of Bank Table No. 1.8 Reason Frequency Valid Percent Cumulative Percent "proximity to residence" "office" "better services" Total Classification of respondents based on Knowledge of Bank Table No. 1.9 Knowledge Frequency Valid Percent Cumulative Percent "Advertise ment" "Friends/Re 150 latives" Source : Questionnaire Total

16 Classification of respondents based on Tenure of Bank Operations Table No Valid Tenure Frequency Percent Percent Cumulative Percent below six months mnths-1 year years Total Classification of respondents based on Understanding of English Language Table No Understanding Frequency Valid Percent Cumulative Percent yes no moderate Total Classification of respondents based on Frequency of Operation Table No Frequency Frequency Valid Percent Cumulative Percent daily weekly fortnightly monthly On requirement Total

17 CUSTOMER SERVICES AND SATISFACTION OF BANK MUSCAT T-TEST Banking awareness Table No. 2.1 Deviation Error t-values Sig. (2- tailed) Awrn of useful and safety Savings for future Reliable and easy Avoids dealing with cash Smooth to handle Avoids Unaccounted money Credit Operations Table No.2.2 Error t-values Sig. (2- Deviation tailed) Easy and Quick Available of success Cr Easy Hypothecation O D facilities Availability of Safety Locker Useful for salary payment Source: Questionnair

18 Pass Book Services Table No.2.3 Entered and returned promptly Time to make entries Entries are neat and legible Mistakes in the pass book Response for banker mistakes Deviation Error t-values Sig. (2- tailed) Hi-Tech Services Table No.2.3 Deviation Error t-values Sig. (2- tailed) Shared payment network sys Electronic fund transfer Electronic clearing system Computerised message service Credit and debit cards Universal Banking Electronic Mail facsimile

19 New Banking Services Table No.2.4 Deviation Error t-values Sig. (2- tailed) Merchant Banking Computerisation Personal Loans e-banking ATM Telebanking Grievances and Redressal Table No.2.5 t-values Deviation Error Sig. (2- tailed) Proper Counseling Bank Ombudsman Response to complaint Easy access of forms Job Skills of the Banker Table No.2.6 Training in the bank Knowledge of amendments Knowledge of Hi-tech services Deviation Error t-values Sig. (2- tailed)

20 Queries of the Customers Table No.2.7 Deviation t-values Sig. (2- tailed) Enquiries counters Attitude of employees Tolerance of employees Efficiency of employees Relationship with Banker Table No.2.8 Humanity approach New Schemes and products Welcoming new customers Deviation Error t-values Sig. (2- tailed)

21 INFLUENCE OF PERSONAL VARIABLES ON THE FACTORS OF CUSTOMERS SERVICES AND SATISFACTION OF BANK MUSCAT Influence of Gender on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.1 Square F Sig. Awrn of useful and safety Savings for future Reliable and safety Avoids dealing with cash Smooth to handle Avoids Un account money Influence of Age on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.2 Square F Sig. Easy and Quick Available of success Cr Easy Hypothecation O D facilities Availability of Safety Locker Useful for salary payment

22 Influence of Education on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.3 Square F Sig. Entered and returned promptly Time to make entries Entries are neat and legible Mistakes in the pass book Response for banker mistakes Influence of Occupation on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.4 Square F Sig. Shared payment network sys Electronic fund transfer Electronic clearing system Computerised message service Credit and debit cards Universal Banking Electronic Mail facsimile

23 Influence of Marital Status on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.5 Square F Sig. Merchant Banking Computerisatio n Personal Loans e-banking ATM Telebanking Influence of Income on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.6 Proper Counseling Bank Ombudsman Response to complaint Easy access of forms Square F Sig

24 Influence of Nature of Bank Account on the factors of Customer Services and Satisfaction of Bank Muscat Table NO.3.7 Square F Sig. Training in the bank Knowledge of amendments Knowledge of Hi-tech services