IDEAS home Printed from https://ideas.repec.org/a/beo/ekidpr/y2016i23p19-34.html
   My bibliography  Save this article

Exploring Customer Satisfaction Monitoring In Banking Services In Montenegro (Istraživanje Zadovoljstva Klijenata U Biznis Praksi Banaka U Crnoj Gori)

Author

Listed:
  • Milorad Jovović
  • Bojana Femić-Radosavović
  • Nikola Mišnić
  • Ivana Jovović

Abstract

Customer satisfaction is traditionally considered as the overall positive response generated after the use of a specific product or service. In modern marketing theory and practice, the aspiration to create a satisfied customer is the originating point, as well as the ultimate goal of marketing and general business strategies of companies in competitive markets. This study identifies what companies do to examine if they fulfill customers’ needs and achieve the proclaimed goal. The objective of this study is to empirically test to which extent is the concept of orientation towards creating satisfied customers actually present in banking services in Montenegro. More specifically, we raise the question to which extent have the banks in Montenegro created conditions for monitoring customer satisfaction,and if they are measuring it indeed. Namely, only in that way it is possible to determine whether the goal of creating satisfied customers is realized. In order to address this research question, we have conducted surveys based on direct (face to face) semi-structured interviews with managers in banks (chief executives and marketing managers/customer relationship managers), and used the insights from already created procedures of monitoring customer satisfaction and previously done research in that field.

Suggested Citation

  • Milorad Jovović & Bojana Femić-Radosavović & Nikola Mišnić & Ivana Jovović, 2016. "Exploring Customer Satisfaction Monitoring In Banking Services In Montenegro (Istraživanje Zadovoljstva Klijenata U Biznis Praksi Banaka U Crnoj Gori)," Ekonomske ideje i praksa, Faculty of Economics and Business, University of Belgrade, issue 23, pages 19-34, December.
    • Handle: RePEc:beo:ekidpr:y:2016:i:23:p:19-34
    as

    Download full text from publisher

    File URL: http://www.ekof.bg.ac.rs/wp-content/uploads/2014/10/Rad-2.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Bloemer, JoseM. M. & Kasper, Hans D. P., 1995. "The complex relationship between consumer satisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 16(2), pages 311-329, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ulas Akkucuk & Javed Esmaeili, 2016. "The Impact of Brands on Consumer Buying Behavior," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 5(4), pages 01-16, July.
    2. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
    3. Sahagun, Miguel A. & Vasquez-Parraga, Arturo Z., 2014. "Can fast-food consumers be loyal customers, if so how? Theory, method and findings," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 168-174.
    4. P. Van Kenhove & K. De Wulf & D. Van Den Poelt, 2003. "Does Attitudinal Commitment to Stores Always Lead to Behavioral Loyalty? The Moderating Effect of Age," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 03/168, Ghent University, Faculty of Economics and Business Administration.
    5. M. Paula Fitzgerald & Thomas K. Bias, 2016. "Satisfaction and Repurchase Intentions for Health Insurance Marketplaces: Evidence from a Partnership State," Journal of Consumer Affairs, Wiley Blackwell, vol. 50(3), pages 638-651, November.
    6. Eymann, Torsten (Ed.), 2009. "Tagungsband zum Doctoral Consortium der WI 2009 [WI2009 Doctoral Consortium Proceedings]," Bayreuth Reports on Information Systems Management 40, University of Bayreuth, Chair of Information Systems Management.
    7. Sridhar N. Ramaswami & S. Arunachalam, 2016. "Divided attitudinal loyalty and customer value: role of dealers in an indirect channel," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 770-790, November.
    8. Ndubisi, Nelson Oly, 2012. "Mindfulness, reliability, pre-emptive conflict handling, customer orientation and outcomes in Malaysia's healthcare sector," Journal of Business Research, Elsevier, vol. 65(4), pages 537-546.
    9. Fernando Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Diego Costa Pinto, 2018. "The brand experience extended model: a meta-analysis," Journal of Brand Management, Palgrave Macmillan, vol. 25(6), pages 519-535, November.
    10. Sarra, Annalina & Di Zio, Simone & Cappucci, Marianna, 2015. "A quantitative valuation of tourist experience in Lisbon," Annals of Tourism Research, Elsevier, vol. 53(C), pages 1-16.
    11. Irsa Mehboob & Mubbsher Munawar Khan, 2020. "Effectiveness of Social Media Platform: A Perspective of Customer Purchase Intention through Social Networking in the Pakistani Context," International Review of Management and Marketing, Econjournals, vol. 10(5), pages 85-91.
    12. Wang, Huanzhang & Kim, Kyung Hoon & Ko, Eunju & Liu, Honglei, 2016. "Relationship between service quality and customer equity in traditional markets," Journal of Business Research, Elsevier, vol. 69(9), pages 3827-3834.
    13. Meyske A. Rahantoknam & Meyske A. Rahantoknam & Wellem A. Teniwut & Anna M. Ngabalin, 2017. "Loyalty or Inertia? Customer Perspective on Traditional Micro-retailing of Fisheries Commodities in Small Islands Coastal Area," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 137-144.
    14. Stokburger-Sauer, Nicola E. & Teichmann, Karin, 2013. "Is luxury just a female thing? The role of gender in luxury brand consumption," Journal of Business Research, Elsevier, vol. 66(7), pages 889-896.
    15. Chatzigeorgiou, Chryssoula & Christou, Evangelos & Simeli, Ioanna, 2019. "Confidence and loyalty for agrotourism brands: The Lesvos paradigm," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 14(1), pages 151-166.
    16. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    17. Härtel, Charmine E.J. & Russell-Bennett, Rebekah, 2010. "Heart versus mind: The functions of emotional and cognitive loyalty," Australasian marketing journal, Elsevier, vol. 18(1), pages 1-7.
    18. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    19. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.
    20. Seongho Kang & Won‐Moo Hur, 2012. "Investigating the Antecedents of Green Brand Equity: A Sustainable Development Perspective," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 19(5), pages 306-316, September.

    More about this item

    Keywords

    monitoring customer satisfaction; banking services; marketing practices; marketing strategies in banking services;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:beo:ekidpr:y:2016:i:23:p:19-34. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Goran Petrić (email available below). General contact details of provider: https://edirc.repec.org/data/efbeoyu.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.