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Customer satisfaction: the study of customer migration process from the Royal Bank of Scotland PLC to PT. Anz Panin Bank (ANZ)

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This research are aimed at (1) identifying the profile of Preferred Banking Customer from the Royal Bank of Scotland plc; (2) understanding the level of customer satisfaction towards the client migration process from The Royal Bank of Scotland plc to PT. ANZ PANIN Bank in Indonesia; (3) evaluating the dimensions from the client migration process that are significant in affecting the customer satisfaction. The 30 samples were taken at branch office of The Royal Bank of Scotland plc on Rukan Puri Kencana blok M-8 no 1 and 2 (West Jakarta). Further, this study used ServQual Approach to measure the correlation and affection between client migration processes to the level of customer satisfaction. The Royal Bank of Scotland plc performed successfully, since the Royal Preferred Banking customers who acted as the respondents in this study are satisfied with the client migration process from The Royal Bank of Scotland plc to PT. ANZ PANINrnBank. Based on the result, reliability and responsiveness are the biggest impact towards the level of customer satisfaction. It showed by coefficient of 0.308 for reliability andrncoefficient of 0.343 for responsiveness.

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Availability

B00754

(wh)

Available

Detail Information

Series Title

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Call Number

754

Publisher

: Swiss German University., 2010

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

IBA

Specific Detail Info

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