Banks Customer Satisfaction in Kuwait PDF

BANK'S CUSTOMER SATISFACTION IN KUWAIT: AN EXPLORATORY STUDY
BY KHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI
Open University Malaysia
Bank's Customer Satisfaction in Kuwait An Exploratory Study
BY KHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI
Project paper submitted in partial fulfillment of the requirement for the Degree of Master of Business Administration
Open University Malaysia 2008
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ABSTRACT
Customer satisfaction is a significant subject for most marketers. Our proposal project aimed to investigate customer satisfaction in the retail banking in state of Kuwait. A total of 650 questionnaires have been randomly distributed to retail customers. Using descriptive statistics methods and ANOVA test (to compare between different means), the result of this study suggests the degree of customer satisfaction (Muslim and nonMuslim customers) in term of services provided by retail banks in Kuwait. The
ANOVA test show slightly differences between Muslim and Non-Muslim customer in their degree of satisfaction. Muslim customers are mostly satisfied with availability of ATM in several locations, safety of funds, easy to use ATM and The quality of services provided. While Non-Muslim customers are mostly satisfied with Availability of ATM in several locations, Phone account access, safety of funds, ease of opening a current account and bank image and reputation. The worse factor noted in this study is the interest rate on loans, this indicate that most of customer in Kuwait give more intention to loans
Key words: customer satisfaction, retail banking, Kuwait.
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KHALED AL-HASHASH OUM ABDULRASOUL HUSSAIN BAHZADI OUM
MBA MBA
2008 2008
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DECLARATION
Name Matric . Number Name Matric . Number
: KHALED AL-HASHASH : 51060485 : ABDULRASOUL HUSSAIN BAHZADI : 51060520
We hereby declare that this project paper is the result of my own work, except for quotation and summaries which have been duly acknowledge.
Signature:
Date: 19-10-2008
Signature:
Date: 19-10-2008
ACKNOWLEDGEMENT
Thanks to Allah the Almighty, the most guidance, the most helpful that enabled us to accomplish all these achievements. We would like to express our gratitude to Dr. Shaaban M Islam Barwari without his senior recommendation and advices such work could not have been accomplished. Finally, thank to all individuals who sacrificed their time to speak to me during the interviews.
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APPLICATION TO CONDUCT RESEARCH PAPER
PART A: STUDENT'S PARTICULARS
Name of student Matric . Number
: KHALED AL-HASHASH : 51060485
Name of student Matric . Number
: ABDULRASOUL HUSSAIN BAHZADI : 51060520
PART B: PARTICULAR ABOUT THE PROJECT
1. Title of the project: "Bank's Customer Satisfaction in Kuwait (An Exploratory Study)"
2. Research Objectives: "The study aimed to use segmentation approach and customers are significantly different in their perceptions of the relative importance of many services offered by Kuwaiti banks." 3. Proposed Research Method: "quantitative methodology."
PART C: FACULT"S INPUTS
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1. Topic Chosen: Acceptable / Not Acceptable 2. Suggested Supervisor for the student: Dr. Shaban M. Islam Barwari
RESEARCH PAPER SUBMSSION FORM
Project Paper Title: "Bank's Customer Satisfaction in Kuwait (An Exploratory Study)"
Director Open University of Malaysia (OUM) Bahrain Branch
Dear Sir, Attached are the following documents of your evaluation and approval Chapter 1: Introduction Chapter 2: Literature Review Chapter 3: Research Method Chapter 4: Data and Analysis Chapter 5: Discussion Chapter6: Summary References Appendixes We have thoroughly checked my work and we are confident that it is free from major grammatical errors, weaknesses in sentence construction, spelling mistakes, referencing mistake and others. We have checked with OUM MBA program guideline for writing project paper and we are satisfied that the project paper proposal satisfies most of its requirements.
Thank You,
Student Signature:
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We have read the student's research proposal and We are satisfied that it is line with the OUM MBA program guideline for writing project proposal. It is also free from major grammatical errors, sentence construction weaknesses, citation and others.
Supervisor's Signature:
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TABLE OF CONTENT
CHAPTER 1 INTRODUCTION BACKGROUND OF THE STUDY RESEARCH PROBLEMS PURPOSE OF THE STUDY THE SAGNIFICANTE OF THE STUDY CHAPTER 2 LITERATURE AND THEORETICAL BACKGROUND CHAPTER 3 RESEARCH METHODOLOGY INSTRUMENTATION STUDY POPULATION AND SAMPLING PROCEDURE RESEARCH DESIGN DATA COLLECTION PROCEDURES TOOLS CHAPTER 4 DATA ANALYSIS AND RESULTS CHAPTER 5 DISCUSSION CHAPTER 6 SYMMARY AND CONCLUSION REFERENCES APPENDIX 1 1 1 3 4 5 6 7 7 18 18 18 19 19 20 21 22 22 32 32 50 50 52 59
LIST OF TABLES
Table number Table1: Gender Page number 24
Table 2: Income
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Table 3: Age
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Table 4: Nationality
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Table 5: How your bank communicate with you
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Table 6: Total experience
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Table 7: Education
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Table 8: Sector
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Table 9: Religion
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Table 10 : Descriptive Statistics Table 11: The most important and the lest important factors
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Table 12: Descriptive Statistics (a)
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Table 13: The most important and the lest
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important factors for Muslim customers
Table 14: Descriptive Statistics (b)
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Table 15: The most important and the lest important factors for Non-Muslim customers
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Table 16: ANOVA test
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Table 17: In general are you satisfied with your bank services?
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Table 18: In general are you satisfied with your bank services
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Table 19: The convenient of bank location
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Table 20: Fast and efficient service of services provided.
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Table 21: Friendliness of bank employees
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Table 22: Bank image and reputation
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Table 23: Availability of loans.
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Table 24: Ease of obtaining loans (the acceptability of loans terms)
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Table 25: Services prices
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Table 26: Interest rate on saving account
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Table 27: Interest rate on loans
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Table 28: The quality of services provided Table 29: Bank monetary transactions
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Table 30: Access to services.
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Table 31: Safety of funds Table 32: Availability of ATM in several locations
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Table 33: External appearance of bank.
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Table 34: Varity of services offered.
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Table 35: Convenient ATM locations
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Table 36: Confidence in bank management.
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Table 37 Ease of opening a current account.
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Table 38: Available parking space nearby.
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Table 39: Easy to use ATM
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Table 40: The quality service of Ebanking
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Table 41: Phone account access
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Table 42: Bank services expectation
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Table 43: Efficacy Handing Problems
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LIST OF FIGURES
Figure number Figure1: bank names Page number 22
Figure2: age
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Figure 3: gender
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Figure 4: Employment status
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Figure 5: Income Figure 6: Total experience
23 23
Figure 7: Job Type
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Figure 8: Sector
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Figure 9: Customers general satisfaction
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CHAPTER 1
INTRODUCTION
Customer satisfaction is an evaluation by the customer, after buying their goods and services. The most popular view of customer satisfaction in academia is that customer satisfaction is the judgment borne out of the comparison of prepurchase expectations with post purchase evaluation of the product or service experience (Oliver, 1997). Customer satisfaction can result from any dimension (whether or not its quality related) and its judgments may arise from non-quality issues (e.g. needs, equity, and perceptions of `fairness) and require experience with the service or provider (Taylor et al, 1994; Howard and Sheth, 1969). Strong linkages have been apparent between service quality dimensions (for example fast responses to enquiries) and overall customer satisfaction (Anderson and Sullivan, 1993). But much debate arises from whether customer satisfaction is an antecedent of service quality judgments (Bitner, 1990; Parasuraman, et al, 1985) or the other way round (Anderson and Sullivan, 1993; Cronin and Taylor, 1992; Taylor et al, 1994). Customer satisfaction is widely recognized as a key pressure in the formation of consumers' future purchase intentions (Taylor and Baker, 1994). Satisfied customers are also likely to tell others of their favorable experiences and thus engage in positive word of mouth advertising (File and Prince, 1992; Richens, 1983). This positive word of mouth advertising is particularly useful in collectivist Asian cultures like that of Kuwait where social life is structured in a way to improve social relationships with others in the society (see Hofstede, 1980; Hall and Hall, 1987). Dissatisfied customers, on the other hand, are expected to switch brands and engage in negative word of mouth advertising. 1
Banking can consider the business that really appreciates the value of building longterm relationships with customers. With the range of services offered by banks brokerage, home equity, mortgage refinance, credit cards, and debit cards, among others successful banks want to serve customers by offering services and products that meet both personal and business banking needs. In todays highly competitive, increasingly consolidated world, offering personalized and differentiating services can be critical to a banks success. Milwaukee-based Marshall & Ilsley Corporation is a diversified financial services company that faced and conquered that challenge. In the state of Kuwait customer satisfaction is the key to the profitability of retail banking, it implies the retention of customers for the long term, which is cheaper than attracting new customers. In the current circumstances of retail banking in the Kuwait particularly with banks becoming larger, the closure of branches and the advent of internet banking, the question arises whether the customers are satisfied or otherwise and what are the elements of retail banking which lead to the satisfaction or dissatisfaction of customers. The knowledge of current levels of satisfaction and, in particular, the key determinants of satisfaction benefit those in the industry allowing them to focus and build upon key areas that lead to highly satisfied customers. Results highlight that in-branch factors particularly staff; branch location and convenience are the most significant factors influencing customer satisfaction in retail banking.
BACKGROUND OF THE STUDY

In Kuwait, there are tenth commercial and specialized banks, with 107 branch offices, serving some 1.8 million people who are Muslim and non-Muslim (Institute of Banking
Studies, 1994; Ministry of Planning, 1994). The banking sectors in Kuwait play a main role in improving economic growth. It comprises fifteen banks including six local conventional banks, two specialized banks, two Shariah compliant banks and five branches of foreign banks. The banking sectors consolidated grew at a Compound Annual Growth Rate (CAGR) of 12% during the period 2001-2006 with total assets reaching KD 26.9 bn (USD 934 bn) at the end of 2006. (Institute of Banking Studies, 2007). However, the benefits of effective and active customer involvement would suggest that there are gains to be made from attempting to address such management problems. One particular issue concerns the motivation of customers to accept the role of partial employees and to recognize the value of active participation in service delivery. This brief review of the literature on customer participation suggests that there is or must be an association between service quality, relationship satisfaction and customer participation. The issue of causality is undoubtedly complex; participation should result in an improved quality of service and this may be seen as an antecedent of satisfaction. At the same time, greater participation may only occur if preceded by the assurance of better service. While it may be difficult to identify uniquely the direction of cause and effect, there are good grounds for expecting a greater degree of customer participation to be at least associated with better quality of service and greater levels of customer satisfaction. Economic of Kuwait is depending on oil. This considered the principle mover of Kuwait economy, and Kuwaiti market. Tenth is the number of Kuwaiti banking retailers, Kuwait Finance House, Al Ahli Bank of Kuwait, Commercial Bank of Kuwait, Industrial Bank of Kuwait, international bank, National Bank Of Kuwait (NBK), Gulf Bank, Boubyan Bank, Burgan Bank and Bank of Kuwait & the Middle East (BKME).
Kuwait has seven conventional banks and one Islamic bank. Kuwait's conventional and Islamic banks offer a vast range of services including current and saving accounts, with various terms and interest rates, including on-line enquiries and cash withdrawals 24 hours a day from ATM's at various locations and commercially active areas in the country.
RESEACH PROBLEM
The studies which related to the subject of the degree of customer satisfaction of the services that provided by banks in Kuwait are few, and significance of customer satisfaction about the banks in Kuwait are differ from other countries because of demographic, social, economic, political, and technological environment factors. Some factors that related to customer satisfaction are important in some countries and less important in others, in issues that related to services that offered by Kuwaiti banks. Areas which were found to be particularly problematic included knowledge and understanding of the degree of customer satisfactions. Yet, in the current environment of increased competition with rapid market entry of new service concepts and formats, the customer satisfaction also presents a challenge of a more in-depth understanding of the complex relationship between the degree of services that provided by banks and customer satisfaction of these banks. Although the range and variety of products available to customers have expanded, the management of the banking relationship continues to be problematic. In part this may reflect failures on the part of the banks. In addition, we argue that such problems may also arise as a consequence of the reluctance of some customers to participate in the banking relationship. In short, there is shortage and lack in published study has used a measure of satisfaction that captures the degree of satisfaction with banks service customers in Kuwait. This
limitation hampers our understanding of the impact of diverse bank service options or strategies on outcomes such as loyalty, trust and word-of-mouth. In addition, the continued use of diverse, non-standardized instruments to measure what is essentially the same construct continues to place a question mark on the general of the empirical studies that have attempted to measure satisfaction with bank services.
THE PURPOSE OF THE STUDY

Customer satisfaction is a key issue for marketing managers, particularly those in services industries. However, it appears that achieving customer satisfaction is often the end target, as evidenced by the stress on customer satisfaction surveys. This research will report the findings from a recently conducted study, which looked into the
significance and importance of various determinants of customer satisfaction in retail banking in Kuwait. The study aimed to segment the sample due to different religion. Muslim and NonMuslim, customers are significantly different in their perceptions of the relative importance of many services offered by Kuwaiti banks.
THE SIGNIFICANT OF THE STUDY

Customer satisfaction is a main theoretical as well as practical issue for most marketers and consumer researchers (Churchill and Suprenant, 1982; Moutinho and Goode, 1995; Naser et al., 1999; Piercy, 1994). Customer satisfaction is a key outcome of marketing activity whereby it serves as a link with various stages of consumer buying behavior. For example, if customers are satisfied with a particular service offering after its use,
which they likely engage the customers in repeat purchase and attempt line extensions (East, 1997). Customer satisfaction can be considered as the essence of success in today's highly competitive world of business. Customer satisfaction is increasingly becoming a corporate target as more and more firms strive for quality in their products and services (Bitner and Hubbert, 1994). In this context, an understanding of 'determinant of customer satisfaction' (Churchill and Suprenant, 1982; Levesque and McDougall, 1996) is of great significance to marketers. The theoretical part of the research is focused on literature review. While in the second part an empirical research will be done on the basis of structured questionnaires, which will be gathered from 605 responses of bank customers. This research will present a very useful source of solutions and information for managers and researchers in the field of quality system and customer satisfaction. The research will contribute by providing new evidence on the practicality and usefulness of customer satisfaction for the banks marketing strategies, as well as the important of Islamic products as a motive for customer satisfaction.
CHAPTER 2
In this chapter, the author presents previous studies to be the framework to understand and systematically analyze Bank customer's satisfaction.
LITERATURE REVIEW
Anderson et al. (1976) and Laroche (1988), researchers of customer satisfaction underlying position are the customer benefits of convenience and accessibility which are enabling factors that make it easy for the customer to do business with the bank. The banks ability to deliver these benefits on a continuing basis to its existing customers will probably impact on customer satisfaction. Earlier research by Brownlie, (1989) has recommended that some consumers have positive attitudes towards ATMs based on dominant perceptions of
convenience/accessibility/ease of use. In addition, Leonard and Spencer (1991) argue that consumers perceive that ATMs are indicative of achievement and contribute towards a positive organizational image. On the other hand, an amount of negative attitudes towards ATMs have been recognized. Figures of surveys have also shown that the costs of acquiring a new customer are more expensive than retaining accessible ones. (Reichheld et al, 1990; Reichheld, 1996). Investments in customer satisfaction, customer relationships and service quality leads to profitability and market share (Rust and Zahorik, 1993). Customer satisfaction and High quality service often outcome in more repeat purchases and market share improvements (Buzzel and Gale, 1997). Customer satisfaction leads to customer loyalty and this leads to profitability ( Hallowell, 1996). The costs of customer acquisition are much higher than the costs of retention (Reichheld and Sasser, 1990). Service quality is
accepted as one of the basics of customer satisfaction (Parasuraman, Zeithaml and Berry, 1994). The service management literature discuss that customer satisfaction is the outcome of a customers perception of the value received in a transaction or relationship where value equals perceived service quality relative to price and customer acquisition costs (see: Blanchard and Galloway, 1994; Heskett et al., 1990) relative to the value expected from transactions or relationships with competing vendors (Zeithaml et al., 1990). Similarly, research literature has measured trust as a feature with a great influence on the degree of satisfaction at the level of the relationship between producers and consumers through distribution channels (Anderson and Narus, 1990). Given that the customer complains, the banks response can guide to customer states ranging from dissatisfaction to satisfaction. In reality, anecdotal evidence suggests that when the service provider accepts responsibility and resolves the trouble, the customer becomes bonded to the business (Hart et al., 1990). Reichheld and Sasser (1990) have recognized the benefits that customer retention delivers to a bank. For instance, the longer a customer stays with a bank the more utility the customer generates. This is a result of a number of factors relating to the time the customer spends with a bank. These comprise the higher initial costs of introducing and attracting a new customer, increases in both the value and amount of purchases, the customer's better understanding of the bank, and positive word-of-mouth promotion. Howcroft (1991) has argued that some consumers have positive attitudes towards ATMs based on dominant perceptions of convenience/ accessibility/ease of use. There is substantial study within the financial service literature (see, for instance, McKechnie,
1992; Thwaites and Vere, 1995, to maintain the view that access/convenience is a dominant criterion both for subsequent satisfaction and selection of institution. The survey by Leeds (1992), who documented that approximately 40 percent of clients, switched banks because of what they measured to be poor service. Leeds further argued that nearly three-quarters of the banking customers mentioned teller courtesy as a key consideration in selecting a bank. The survey also showed that increased use of service quality/sales and professional behaviors (such as formal greetings) enhanced customer satisfaction and reduced customer attrition. Fornell (1992), in his research of Swedish consumers, observations that although customer satisfaction and quality become visible to be important for all companies, satisfaction is more important for loyalty in industries such as, insurance, , automobiles, mail order and banks. Cronin and Taylor (1992) undertook an empirical test of the reciprocity between satisfaction and quality through a number of service industries. A favorable image is viewed as a critical aspect of a companys ability to maintain its market place, as image has been related to center aspects of organizational success such as customer patronage. It is generally accepted that customer satisfaction often depends on the quality of product or service contribution (Anderson and Sullivan, 1993). Olivers (1993) review of the issues suggests that service quality is antecedent to satisfaction and is nonexperiential in nature (i.e. like to attitude which can be formed from other sources such as word of mouth communications). Overall consumer satisfaction thus reveals the general evaluation of the events carried out by a given business in relation to expectations accumulated behind different contact between the consumer and business (Bitner and Hubber, 1994). Customer satisfaction is
an important theoretical as well as practical issue for most marketers and consumer researchers (Piercy, 1994). Parasuraman et al (1994), match the point that service satisfaction and satisfaction with price were essentials in the overall satisfaction measurement. The measurements used in Hallowells survey were fairly comprehensive; concluding that all the basics measured had an impact on overall satisfaction. But the service features of branch, staff and information were established to be more significant. Reidenbach (1995) argued that customer value is a more viable factor than customer satisfaction because it includes not only the usual benefits that most banks focus on but also a consideration of the price that the customer pays. Customer value is a dynamic that must be managed. Customer satisfaction is merely a response to the value proposition offered in specific products/markets (Reidenbach, 1995). Levesque and McDougall (1996) indicate that customer satisfaction and retention are critical for retail banks. They study the major determinants of customer satisfaction (situational factors, service quality, service features, and customer complaint handling), and future intentions in the retail bank sector. Bloemer (1998) study how satisfaction, image, and perceived service quality determine loyalty in a retail bank. Banks lose satisfied clients who have moved, retired, or no longer need certain services. As a result, retaining customers becomes a priority. Earlier research shows, however, that longevity does not automatically leads to profitability (Colgate, Stewart, and Kinsella, 1996). Factors related to service offerings are furthermore related to customer satisfaction (Levesque and McDougall, 1996). As said by Levesque and McDougall (1996), convenience and competitiveness of the bank are two main factors which are likely to influence the overall satisfaction levels of a customer.
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Study by Hallowell (1996), moreover examined customer satisfaction but in relation to loyalty. Conversely, Levesque and McDougall (1996) comprehensively analyzed the effects of service quality, service features and customer complaint handling on customer satisfaction in the Canadian retail banking sector. Their result proposes that satisfaction determinants in retail banking are driven by an amount of factors including service quality dimensions. Reichheld (1996) suggests that unsatisfied customers may select not to defect, because they do not expect to receive better service in a different place. Furthermore, satisfied customers may search for other providers because they believe they might receive better service in another place. Conversely, keeping customers is also dependent on a number of other factors. Levesque and McDougall (1996) comprehensively analyzed the effects of customer complaint handling, service quality, and service features on customer satisfaction in the Canadian retail banking sector. Their result recommends that satisfaction determinants in retail banking are driven by an amount of factors including service quality dimensions. Key variables explain customer satisfaction in the service quality domain were core and relational performance, problem encountered and satisfaction with problem recovery. The providers contribution can also be expected to affect customer satisfaction (overall) and continuing patronage. Levesques and his colleagues (1996) survey indicated that the banks features (e.g. location), the competitiveness of the banks interest rates, the customers judgments about the bank employees skills and whether the customer was a borrower were all factors that drove customer satisfaction, while bank features and competitive interest rates were important contributors. conversely, this study did not categorically point out which had more influence; rather
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both core and relational issues were categorized as one for retail banks to consider when satisfying customers. Johnston (1997) forwarded the idea that banks in general were in effect `barking up the wrong tree by improving service quality efforts that had small or no effect on improving customer satisfaction. The study was one of the few examining customer satisfaction in the UK retail banking setting, which focused on quality issues. Johnston (1997) suggests that satisfaction /dissatisfaction with retail banking does not stem from the similar elements. Rather, some elements of service quality if enhanced, improve customer satisfaction however other elements may not develop satisfaction but merely act to keep dissatisfaction at bay or at best, reduced dissatisfaction alone. This trend of idea emanates from the hygiene factors of Herzbergs motivation theory. Johnston recognized 18 determinants of service quality suggesting that certain actions such as raising the speed of processing information and customers, delighted customers whilst improving the reliability of equipment lessened dissatisfaction. Press and his colleagues (1997) noted that the issues most highly linked to overall satisfaction involve complaint management. Efficiently handling problems, being attentive to concerns, and being capable to resolve troubles over the telephone emerged as critically vital to bank customer satisfaction. Tax and his colleagues(1998) used a four-item tool to measure satisfaction with complaint handling. In their experimental studies Smith and Bolton (1998) used a four-item (restaurants) and a one-item instrument (hotels) to determine cumulative satisfaction. Relational benefits can then be considered as an essential factor for satisfaction with financial businesses. for that reason, relational benefits meaning special treatment, confidence and social benefits, which were identified by Gwinner and his colleagues
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(1998), would have a great power on customer satisfaction with their habitual establishments. In a further study by Krishnan, Ramaswamy and Venkatram (1999), satisfaction with perceived product quality was suggested as a main driver of overall customer satisfaction. Beckett et al. (2000) illustrate tentative conclusions as to why consumers emerge to stay loyal to the similar financial provider, even though in many instances they hold less favorable views toward these service providers. For instance, many consumers emerge to perceive small differentiation between financial providers, making any change essentially worthless. A number of researchers as well as Parasuraman, Zeithaml, Berry, Bitner, Bolton, and Drew maintain the idea that customer satisfaction leads to service quality (Lee et al., 2000). This group of researchers sees service quality as a long-run overall evaluation while the customer satisfaction is a transaction-specific evaluation. Other researchers such as Cronin, Taylor, Spreng, Mackoy, and Oliver suggested that service quality is an antecedent of customer satisfaction (Lee et al., 2000). In the year 2000, the Cruickshank Report was unveiled (Cruikshank, 2000). The Report categorically acknowledged that service quality was low in retail banking in the UK, implying low customer satisfaction. Arising partly from the conclusion of the Cruickshank Report and the fact that a large-scale study on customer satisfaction in the retail banking sector in UK is scant and examined. Wong and Kanji (2001) discussed and experienced an extended customer satisfaction model in the retail-banking industry in Hong Kong. They built the extended model on the thought that evaluation of customer satisfaction in the retail banking industry is a function of overall customer expectation , perceived value and quality perception,
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whereas customer loyalty is a function of both perceived value satisfaction.
and customer
Duborvski (2001) described a multi-phases model of consumers buying decision and the task of customer satisfaction in achieving business excellence. The writer indicated that existing studies confirm important connection between satisfaction levels, on one side, and repeated buying, greater brand loyalty and spreading a positive view of the product, on the other side. Kristensen, Juhl and Ostergaard (2001) calculated the relationship between customer satisfaction and customer loyalty in Danish retailing business using the European Customer Satisfaction Index (ECSI). The model links customer satisfaction to its drivers (e.g., customer expectation, perceived companys image, perceived quality and perceived value) and, in turn, to its consequences, specifically customer loyalty. Not like in the USA, Latin America, and South Africa, Othman and Owen (2001) establish that responsiveness, compliance, and assurance, were the dimensions that were most greatly connected with customer satisfaction in the Kuwaiti banking area. Jamal and Naser (2002) propose that customer satisfaction is based not only on the decision of customers towards the reliability of the delivered service, but also on customers experiences with the service delivery method. While Henning-Thurau et al. (2002) explore a non-significant relationship between particular treatment and satisfaction, it is logical to expect that the benefit of particular treatment will have a huge influence on satisfaction within retail banking. This is due to the information that special treatment provided by a financial service provider can be perceived as a part of the overall service, so that this benefit will raise customer satisfaction.
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Al Zaabi (2002) studied customer satisfaction with bill payment actions at Emirates Telecommunications Corporation, which is identified as Etisalat. The study sample consisted of individual customers and business customers. The author recognized a set of eleven satisfaction attributes that were considered vital to Etisalats customers with respect to service bill payment and related actions. Ioanna (2002) additional proposed that product differentiation is impossible in a competitive environment like the banking industry. Banks all over the place are delivering the identical products. Bank prices are fixed and driven by the marketplace. Therefore, bank management tends to distinguish its company from competitors
through service quality. Service quality is an imperative factor impacting customers satisfaction level in the banking industry. In banking, quality is a multi-variable idea, which includes differing types of convenience, reliability, services portfolio, and critically, the staff delivering the service. Deemas (2002) studied the satisfaction levels of a sample of customers of the Sharjah Co-operative Society (SCS). The primary part asked the respondents to provide universal background information (e.g., gender, age category, nationality and so on). The next part listed the 21 attributes and asked respondents to specify their satisfactions with each attribute using a 5-point Likert-type scale. The outcomes indicate that UAE nationals and Arabs are the most predominant in their contributions to overall satisfaction whereas non- Arabs are the lowest. In addition, the outcomes show no difference in the levels of customer satisfaction between men and women respondents. Dove and Robinsons (2002) study indicated that banking customers have much superior satisfaction levels when they believe their troubles with the bank have been resolved.
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Even though studies have associated demographic variables with customer satisfaction with services in general (Howcroft et al., 2002) ,only some studies have linked consumer evaluations of service recovery to gender, age, or tenure with the service. On the other hand, Lewis and Spyrakopoulos (2002) discovered that customers with stretched relationships are more demanding of the service recovery; this may also mean that it takes more to satisfy them. Equally, Hess et al. (2003) used three things to measure satisfaction with service performance after recovery and McCollough et al. 2000 used a three-item instrument to measure final satisfaction/post recovery satisfaction. Another research (Chien et al. 2003) is also paying attention on measuring customer satisfaction. Measuring factors are: perceived quality and value, customer expectation, satisfaction and loyalty. etc., and they all influence customer satisfaction. Spathis and Constantinides (2003) also shore up the relationship between quality and customer satisfaction based on preliminary enterprise resource planning. In the investigate from Pan (2003) between four Far Eastern countries the benefits of Iso 9001 certification are: enhanced competitive edge since it is composed of improved productivity, quality improvements, better customer satisfaction, increased profit margin, and cost reduction; and enhanced public relations. In a further study of banking customers, Boshoff and Staude (2003) found that satisfaction was impacted positively by communication, explanation, and atonement in that order while loyalty was just associated with communication and atonement through the service recovery. In their investigation, Stauss and Schoeler (2004) have establish that effective service recovery is very profitable. Alternatively, not a success to ensure customer satisfaction through service recovery could lead to a decline in customer confidence, lost customers,
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negative word-of-mouth, possible negative publicity, and the direct cost of reperforming the service. Ho et al. (2005) similarly confirm that quality is the key factor and synonymous with the consumers ability to select from a wide array of products and features that provide a closer match to person needs and desires. The introductions of quality standards into the Dutch firmss enhanced competitive advantage plus customer and employee satisfaction (De Vries and De Jong 2002).
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CHAPTER 3 METHODOLOGY
Customer satisfaction is an important issue for most marketers. Earlier study has identified different factors that determine customer satisfaction in retail banking sector in Western countries. The current paper reports findings from a survey, which looked into determinants of customer satisfaction in the retail banking in Kuwait. A total of 605 questionnaires were randomly distributed to customers of a particular bank in Kuwait. Outcomes indicate that there was a strong relationship between service quality and customer satisfaction. There was, however, no relationship between customer satisfaction and tangible aspects of the service environment. The paper discusses implications for bank management.
INSTRUMENTATION
The questionnaire consisted of two sections. The first part of the questionnaire asked respondents to rate the relative their satisfaction of 25 potential factors, on their banks services, using a five-point Likert type importance scale ranging from very important to not important at all. The Second part elicited sample's personal, demographic and economic characteristics information from the respondents that was deemed necessary to achieve the objectives of the study. Most of these factors have been adapted from previous banking patronage studies; Anderson et al. (1976), Kaynak (1986), Laroche et al. (1986) and Erol and El Bdour (1989).
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STUDY POPULATION AND SAMPLING PROCEDURE

From a total of 700 questionnaires distributed, 605 were returned, out of which 95 were un-usable (invalid and/ or incomplete). This relatively high response rate was attributed to the self-administered approach undertaken in distributing questionnaires and approaching respondents at the various branches. The sample for this study was selected from Al Jahra citiy, Al farwaniah city, Al Jabriah, Jaber al Ali and Kuwait city bank customers. The population for each town is about 100,000 and almost all of the population in each town is Muslims. These cities were chosen because they represented a competitive banking environment compared with other towns in the Kuwait. Customers had a wide range of banks and other nonbank financial institutions from which to select. As mentioned earlier, this study is concerned with the behavior of individuals in selecting a commercial bank. To be representative, the sample was drawn from all Kuwait banks.
RESEARCH DESIGN
Survey forms were developed, and selected five main cities to distribute the survey. Respondents were randomly selected from bank customers who visited the sampling locations during the chosen time intervals, in order to eliminate the sampling frame errors and to ensure the representation of the population under study in the sample units. Following the data collection procedures outlined by similar banking studies the questionnaires were distributed during various working hours of the same day (morning and evenings), as well as various days of the week, to reduce any potential bias owing to high concentration of bank customers during certain hours of the day, or certain days of the week or month.
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A total of 700 forms were distributed in equal numbers, commencing at 8.00 am, 1 pm and 5 pm on a particular Sunday, Thursday using trained undergraduates. Distribution took place in a two week period in the early part of August September 2008. People were approached, explaining the nature of the study and asked if they would be prepared to fill in the questionnaire. Thirty-eight filled the form in there and then. Those offering to return the form at a later date were provided with an addressed and phone number Card. The survey was designed to obtain information about the determinants of customer's bank selection criteria. The full survey of 605 bank customers living in Al jahra city, A; Farwania, Al Jabriah, Salim Al Ali and Kuwait City was undertaken in the August 2008. The survey took approximately 15-20 minutes to complete. The eligibility criteria were to be a commercial bank customer and to reside in one of the selected city. It can also be stated that these five cities are truly representative of Kuwait bank customers. A total of 605 surveys were available for statistical analysis. Controls were set up to ensure, as best as possible, that forms were distributed in accordance with the ratio of Kuwait banks customers. This was a relatively hard control to set up, Thus, by reviewing the filled forms twice a week, the distribution of survey forms could be controlled.
DATA COLLECTION PROCEDURE

Two days, especially Sunday and Thursday, are known as peek-days in commercial banking sector. Therefore, these two days were not used for data collection so that high reliability of responses could be maintained. Thirty-five structured questionnaires were administered for 5 each main and city branch of the sample banks. The automate
20
parking and exit gate were used for the data collection place. Orientation on how to administer the questionnaire was given to data collectors before hand. During the data collection process, the data collectors first explained the respondents about the questions in the questionnaire and requested to provide with factual information. The questionnaire was prepared in Arabic as well as in the English language to enhance the reliability of the study.
TOOLS
SPSS version 15 was used to tabulate and analyze the valid responses. At the beginning, a comprehensive data file was created. Then, variables and their labels were defined. Few statistical tools such as Mean, Standard Deviation, Person's Correlation, ANOVA, Chi Squire, Kruskal-Wallis ANOVA, were used for the analysis. Mean and standard deviation are measure of dispersion or variation (Fallik & Brown, 1983). ANOVA is a statistical technique that is used to compare two or more groups to determine whether there are any mean differences among them. The comparison of group differences is made by computing a statistic called an F-ratio.
The ratio is calculated by dividing the 'between treatment variance' by 'within treatment variance' (Gravetter & Wallnau, 1987). The Kruskal-Wallis test is a non-parametric version of one-way- ANOVA for independent samples, calculation based on the sum of ranks of the combined groups. This test calculates Chi-square statistic to show the variance between groups (SPSS, 1999).
1- Statistical method to compare the means of different group and categories.
21
CHAPTER 4
DATA ANALYSIS AND RESULT
The sample of 605 was roughly split between Muslim and Non-Muslim, 254 which approximates the Kuwaiti working population, Three-quarters of the sample were working, and the average age was 35. The following figures and Table 2 and Table 3 represent the demographic factors.
Figure1: bank names
120
bank name
100
Frequency
80
60
40
20
0 Kuwait Finance House Commercial Bank of Kuwait Kuwait real Estate Bank Gulf Bank bkme have no account
age
Figure2: age
Figure 3: gender
22
Figure 4: Employment status
Figure 5: Income
income
Less that 500 K.D Less that 1000 K.D Less that 1500 K.D Less that 2000 K.D More that 2000 K.D
Figure 6: Total experience
Figure 7: Job Type
Figur8: Sector
23
Table1: Gender
Frequency 241 349 590 15 605 Percent 39.8 57.7 97.5 2.5 100.0 Valid Percent 40.8 59.2 100.0 Cumulative Percent 40.8 100.0
Valid
Female Male Total
Missing Total
99
Table 2: Income
Frequency 37 72 105 183 208 605 Percent 6.1 11.9 17.4 30.2 34.4 100.0 Valid Percent 6.1 11.9 17.4 30.2 34.4 100.0 Cumulative Percent 6.1 18.0 35.4 65.6 100.0
Valid
More that 2000 K.D Less that 2000 K.D Less that 1500 K.D Less that 500 K.D Less that 1000 K.D Total
Table 3: Age Frequency 28 37 102 160 264 591 14 605 Percent 4.6 6.1 16.9 26.4 43.6 97.7 2.3 100.0 Valid Percent 4.7 6.3 17.3 27.1 44.7 100.0 Cumulative Percent 4.7 11.0 28.3 55.3 100.0
Valid
Less than 20 Between 40 to 49 Above 50 Between 30 to 39 Between 20 to 29 Total
Missing Total
99
Table 4: Nationality Frequency 168 423 591 14 605 Percent 27.8 69.9 97.7 2.3 100.0 Valid Percent 28.4 71.6 100.0 Cumulative Percent 28.4 100.0
Valid
Non-Muslim Muslim Total
Missing Total
99
Table 5: How your bank communicate with you Cumulative Percent 21.8 58.8 100.0
Valid
Phone E-mail Postal Total
Frequency 132 224 249 605
Percent 21.8 37.0 41.2 100.0
Valid Percent 21.8 37.0 41.2 100.0
24
Table 6: Total experience Frequency 49 105 127 135 145 561 1 43 44 605 Percent 8.1 17.4 21.0 22.3 24.0 92.7 .2 7.1 7.3 100.0 Valid Percent 8.7 18.7 22.6 24.1 25.8 100.0 Cumulative Percent 8.7 27.5 50.1 74.2 100.0
Valid
Between 10-14 years Between 15-20 years Less than 5 years More than 20 years Between 5-9 years Total
Missing
System 99 Total Total
Table 7: Education Frequency Valid Postgraduate Qualification (Master\PhD) Less primary school Two year college (Diploma) High school Undergraduate Degree (Bachelors) Total Missing Total 99 59 72 108 129 224 592 13 605 Table 8: Sector Frequency 122 166 259 547 58 605 Percent 20.2 27.4 42.8 90.4 9.6 100.0 Valid Percent 22.3 30.3 47.3 100.0 Cumulative Percent 22.3 52.7 100.0 Percent 9.8 11.9 17.9 21.3 37.0 97.9 2.1 100.0 Valid Percent 10.0 12.2 18.2 21.8 37.8 100.0 Cumulative Percent 10.0 22.1 40.4 62.2 100.0
Valid
Private sector Self-employed Public sector Total
Missing Total
99
Table 9: Religion Frequency 67 538 605 Percent 11.1 88.9 100.0 Valid Percent 11.1 88.9 100.0 Cumulative Percent 11.1 100.0
Valid
Non-Muslim Muslim Total
25
Table 10: Descriptive Statistics

N 604 604 605 604 604 605 604 605 605 605 604 605 604 605 604 604 604 605 604 605 605 605 605 605 604 602 601 Mean 4.48 4.44 4.40 4.36 4.35 4.35 4.34 4.34 4.32 4.31 4.30 4.29 4.28 4.25 4.24 4.22 4.18 4.16 4.13 3.97 3.93 3.90 3.85 3.76 3.73 3.69 Std. Deviation .708 .673 .948 .605 .710 .960 .757 .796 .970 .875 .790 .819 .737 .934 .845 1.237 .874 .748 .726 1.034 1.148 .918 1.179 .748 1.904 1.296
Availability of ATM in several locations. Safety of funds. Phone account access efficacy Handing Problems Convenient ATM locations. Fast and efficient service of services provided. The quality of services provided Easy to use ATM Confidence in bank management. Bank image and reputation Ease of opening a current account. Friendliness of bank employees Access to services. The convenient of bank location bank communication channel External appearance of bank. Available parking space nearby. Bank services expectation Varity of services offered. Bank monetary transactions. Availability of loans. The quality service of E-banking Ease of obtaining loans (the acceptability of loans terms). Services prices Interest rate on saving account Interest rate on loans. Valid N (listwise)
Table 11: The most important and the lest important factors
The most factors customers are satisfy with. Availability of ATM in several locations. Safety of funds. Phone account access efficacy Handing Problems Convenient ATM locations. The most factors customers are unsatisfied with. Interest rate on loans. Interest rate on saving account Services prices Ease of obtaining loans (the acceptability of loans terms). The quality service of E-banking Mean 4.48 4.44 4.4 4.36 4.35 Mean 3.69 3.73 3.76 3.85 3.9 Std. Deviation 0.708 0.673 0.948 0.605 0.71 Std. Deviation 1.296 1.904 0.748 1.179 0.918
26
Table 12: Descriptive Statistics (a) The convenient of bank location Fast and efficient service of services provided. Friendliness of bank employees Bank image and reputation Availability of loans. Ease of obtaining loans (the acceptability of loans terms). Services prices Interest rate on saving account Interest rate on loans. The quality of services provided Bank monetary transactions. Access to services. Safety of funds. Availability of ATM in several locations. External appearance of bank. Varity of services offered. Convenient ATM locations. Confidence in bank management. Ease of opening a current account. Available parking space nearby. Easy to use ATM The quality service of E-banking Phone account access Bank services expectation efficacy Handing Problems bank communication channel Mean 4.26 4.30 4.24 4.25 3.94 3.85 3.69 3.72 3.85 4.31 4.12 4.19 4.38 4.42 4.20 4.18 4.28 4.25 4.21 4.13 4.34 3.86 4.28 4.09 4.31 4.19 Std. Deviation .969 1.018 .829 .895 1.165 1.260 .815 2.218 1.258 .756 .892 .800 .726 .698 1.324 .716 .764 1.006 .850 .885 .826 .961 1.037 .781 .623 .873 Analysis N 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420 420
An Only cases for which Religion = Muslim are used in the analysis phase.
Table 13: The most important and the lest important factors for Muslim customers
The most factors Muslim customers are satisfy with. Availability of ATM in several locations. Safety of funds. Easy to use ATM The quality of services provided efficacy Handing Problems The most factors Muslim customers are unsatisfied with. Services prices Interest rate on saving account Interest rate on loans. Ease of obtaining loans (the acceptability of loans terms). The quality service of E-banking Mean 4.42 4.38 4.34 4.31 4.31 Mean 3.69 3.72 3.85 3.85 3.86 Std. Deviation 0.698 0.726 0.826 0.756 0.623 Std. Deviation 0.815 2.218 1.258 1.26 0.961
27
Table 14: Descriptive Statistics(b)

Mean 4.33 4.43 4.38 4.50 3.89 3.84 3.91 3.72 3.22 4.36 3.50 4.44 4.61 4.74 4.23 4.10 4.50 4.46 4.51 4.23 4.34 3.99 4.63 4.34 4.49 4.40 Std. Deviation .780 .764 .757 .759 1.159 1.012 .547 .862 1.281 .770 1.217 .509 .501 .559 1.006 .700 .536 .834 .513 .850 .751 .840 .643 .664 .558 .791 Analysis N 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167 167
The convenient of bank location Fast and efficient service of services provided. Friendliness of bank employees Bank image and reputation Availability of loans. Ease of obtaining loans (the acceptability of loans terms). Services prices Interest rate on saving account Interest rate on loans. The quality of services provided Bank monetary transactions. Access to services. Safety of funds. Availability of ATM in several locations. External appearance of bank. Varity of services offered. Convenient ATM locations. Confidence in bank management. Ease of opening a current account. Available parking space nearby. Easy to use ATM The quality service of E-banking Phone account access Bank services expectation efficacy Handing Problems bank communication channel
Only cases for which religion = Non-Muslim are used in the analysis phase.
Table 15: The most important and the lest important factors for Non-Muslim customers
The most factors Non-Muslim customers are satisfy with. Availability of ATM in several locations. Phone account access Safety of funds. Ease of opening a current account. Bank image and reputation The most factors Non-Muslim customers are unsatisfied with. Interest rate on loans. Bank monetary transactions. Interest rate on saving account Ease of obtaining loans (the acceptability of loans terms). Availability of loans. Mean 4.74 4.63 4.61 4.51 4.5 Mean 3.22 3.5 3.72 3.84 3.89 Std. Deviation 0.559 0.643 0.501 0.513 0.759 Std. Deviation 1.281 1.217 0.862 1.012 1.159
28
Table 16: ANOVA test ANOVA Test

Factors The convenient of bank location Groups Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total (the Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total N 423 168 591 423 168 591 423 168 591 423 168 591 423 168 591 423 168 591 423 168 591 422 168 590 421 167 588 422 168 590 423 168 591 Mean 4.26 4.33 4.28 4.30 4.43 4.34 4.24 4.38 4.28 4.25 4.50 4.32 3.94 3.89 3.93 3.85 3.85 3.85 3.69 3.91 3.75 3.72 3.72 3.72 3.84 3.22 3.66 4.31 4.36 4.32 4.12 3.49 3.94 Std. Deviation 0.97 0.78 0.92 1.02 0.76 0.95 0.83 0.76 0.81 0.91 0.76 0.87 1.16 1.16 1.16 1.26 1.01 1.19 0.82 0.55 0.75 2.21 0.86 1.93 1.26 1.28 1.30 0.75 0.77 0.76 0.89 1.22 1.03 Std. Error 0.05 0.06 0.04 0.05 0.06 0.04 0.04 0.06 0.03 0.04 0.06 0.04 0.06 0.09 0.05 0.06 0.08 0.05 0.04 0.04 0.03 0.11 0.07 0.08 0.06 0.10 0.05 0.04 0.06 0.03 0.04 0.09 0.04 47.20 0.99 47.70 0.00 0.40 0.58 0.69 0.41 46.75 1.60 29.19 0.00 0.00 3.72 0.00 0.99 5.84 0.56 10.42 0.00 0.00 1.42 0.00 1.00 0.31 1.35 0.23 0.63 7.62 0.75 10.14 0.00 2.27 0.65 3.47 0.06 2.02 0.90 2.23 0.14 Mean Square 0.47 0.84 F 0.56 Sig. 0.45
Fast and efficient service of services provided.
Friendliness of bank employees
Bank image and reputation
Availability of loans.
Ease of obtaining loans acceptability of loans terms).
Services prices
Interest rate on saving account
Interest rate on loans.
The quality of services provided
Bank monetary transactions.
29
Factors Access to services.
Groups Muslim NonMuslim Total Muslim NonMuslim Total
N 422 168 590 422 168 590 422 168 590 422 168 590 422 168 590 422 168 590 423 168 591 422 168 590 422 168 590 423 168 591 423 168 591
Mean 4.19 4.44 4.26 4.38 4.61 4.45 4.42 4.74 4.51 4.20 4.24 4.21 4.18 4.11 4.16 4.28 4.49 4.34 4.25 4.46 4.31 4.21 4.51 4.29 4.13 4.24 4.16 4.34 4.35 4.34 3.86 4.00 3.90
Std. Deviation 0.80 0.51 0.74 0.73 0.50 0.68 0.70 0.56 0.68 1.32 1.00 1.24 0.72 0.70 0.71 0.76 0.54 0.71 1.02 0.83 0.97 0.85 0.51 0.78 0.88 0.85 0.88 0.82 0.75 0.80 0.96 0.84 0.93
Std. Error 0.04 0.04 0.03 0.04 0.04 0.03 0.03 0.04 0.03 0.06 0.08 0.05 0.03 0.05 0.03 0.04 0.04 0.03 0.05 0.06 0.04 0.04 0.04 0.03 0.04 0.07 0.04 0.04 0.06 0.03 0.05 0.06 0.04
Mean Square 7.56 0.53 6.31 0.45
F 14.25
Sig. 0.00
Safety of funds.
14.08
0.00
Availability locations.
of
ATM
in
several
Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total
12.66 0.44 0.18 1.54 0.64 0.51 5.65 0.50 5.19 0.94
28.77
0.00
External appearance of bank.
0.12
0.73
Varity of services offered.
1.26
0.26
Convenient ATM locations.
11.35
0.00
Confidence in bank management.
5.55
0.02
Ease of opening a current account.
11.06 0.59 1.46 0.76 0.00 0.65 2.34 0.86
18.71
0.00
Available parking space nearby.
Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total
1.91
0.17
Easy to use ATM
0.00
0.95
The quality service of E-banking
2.72
0.10
30
Factors Phone account access
Groups Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total Muslim NonMuslim Total
N 423 168 591 423 168 591 422 168 590 422 168 590
Mean 4.28 4.64 4.38 4.10 4.34 4.17 4.32 4.49 4.37 4.19 4.40 4.25
Std. Deviation 1.04 0.64 0.95 0.78 0.66 0.76 0.62 0.56 0.61 0.87 0.79 0.85
Std. Error 0.05 0.05 0.04 0.04 0.05 0.03 0.03 0.04 0.03 0.04 0.06 0.04
Mean Square 15.41 0.89 7.06 0.56 3.85 0.37 5.38 0.72
F 17.39
Sig. 0.00
Bank services expectation
12.58
0.00
efficacy Handing Problems
10.51
0.00
bank communication channel
7.45
0.01
31
CHAPTER 5
DISCUSSION
This chapter will discus in details all the measured factors and will explore the degree of retail banking satisfaction and tested any differences between Muslim and non-Muslim group toward their satisfaction level. The result of this research suggests that in general customers in Kuwait (Muslim and Non-Muslim) are satisfied with services provided by retail banks. The ANOVA test show slightly differences between Muslim and non-Muslim customer in their degree of satisfaction. Muslim customers are mostly satisfied with: Availability of ATM in several locations, Safety of funds, Easy to use ATM and The quality of services provided. while Non-Muslim customers are mostly satisfied with: Availability of ATM in several locations, Phone account access, Safety of funds, Ease of opening a current account and Bank image and reputation. The lest factor that Muslim customers are satisfied with squinty are: Services prices, Interest rate on saving account, Interest rate on loans and Ease of obtaining loans. while Non-Muslim lest ranking of their satisfied with squinty are; Interest rate on loans, Bank monetary transactions, Interest rate on saving account and Ease of obtaining loans (the acceptability of loans terms). In general, the study show satisfactory level of retail customer of bank services provided (Mean=4.17). Figure 10 show diagram presentation for customer's level of satisfaction.
32
Figure 9: Customers general satisfaction
In general are you satisfied with your bank services

500 400
Frequency
300 200 100 0 Very Dissatisfy Dissatisfy Neutral Satisfied Very satisfied
In general are you satisfied with your bank services
Around 136 customers are very satisfied with service provided by banks (22.5%), and 445 are satisfied (73.6%). Unsatisfied customers in Kuwait are very slightly (Only .3%). The following table shows the distribution of customer's satisfaction for this factor.
Cumulative Percent .5 .8 4.0 77.5 100.0
Valid
Very Dissatisfy Dissatisfy Neutral Satisfied Very satisfied Total
Frequency 3 2 19 445 136 605
Percent .5 .3 3.1 73.6 22.5 100.0
Valid Percent .5 .3 3.1 73.6 22.5 100.0
In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and NonMuslim in this factor (sig=.268) as the following table show.
33
Sum of Squares .358 171.341 171.699
df 1 589 590
Between Groups Within Groups Total
Mean Square .358 .291
F 1.232
Sig. .268
The rest of this chapter will explore in details all the factors measured in this study. Descriptive analysis and ANOVA test are the main tetchiness used in this study.
BANK LOCATION
Whoever retails bank in Kuwait have many branches in different locations, the present study reveals medium satisfaction level for this factor (mean=4.23). 117 customers are neutral in measuring their satisfaction of banks location. Table show the distribution of customers satisfaction for location factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=0.45), this can be explain as most of Non-Muslim customer are from GCC countries.
Table 19: The convenient of bank location

Cumulative Percent 53.2 76.7 96.0 99.0 100.0
Valid
Very satisfied Satisfied Neutral Dissatisfy Very Dissatisfy Total
Frequency 322 142 117 18 6 605
Percent 53.2 23.5 19.3 3.0 1.0 100.0
Valid Percent 53.2 23.5 19.3 3.0 1.0 100.0
34
FAST AND EFFICIENT SERVICES PROVIDED

Most of Muslim and Non-Muslim customer are very satisfy with the fast and efficient services provided by their retail banks. The present study who high satisfaction level for this factor (mean=4.35). 331 customers are very satisfied and 217 are satisfied from fast and efficient of services provided. Table show the distribution of customers satisfaction for this factor. In studying the significance differences between Muslim and NonMuslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=0.14), this can be explain as most of NonMuslim customer are from GCC countries.
Table 20: Fast and efficient service of services provided.
Valid
Very satisfied Satisfied Very Dissatisfy Dissatisfy Neutral Total
Frequency 331 217 23 19 15 605
Percent 54.7 35.9 3.8 3.1 2.5 100.0
Valid Percent 54.7 35.9 3.8 3.1 2.5 100.0
FREINDLINESS OF BANK EMPLOYEE

The present study show medium satisfaction level for this factor (mean=4.29). 290 customers are very satisfied and 225 are satisfied from fast and efficient of services provided. Only 15 are not satisfied from friendliness of bank employee. Table 20 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.06).
35
Table 21: Friendliness of bank employees

Valid
Frequency 290 225 71 15 4 605
Percent 47.9 37.2 11.7 2.5 .7 100.0
Valid Percent 47.9 37.2 11.7 2.5 .7 100.0
BANK IMAGE ABD REPUTATION

Image and reputation is important factor for customers to patronize a bank. When asking retail customer about the degree of their satisfaction of their bank image, 301 customer are very satisfy and 225 are satisfy from fast and efficient of services provided. Only 4 are not satisfied from friendliness of bank employee. The present study show a good satisfaction level for this factor (mean=4.31). Table 21 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). The Muslim customers are satisfied with bank image less than Non-Muslim. Muslim customers considered long-term relationship with their bank more thank Non-Muslim; they expect good image and reputation of their bank more than Non-Muslim.
Table 22: Bank image and reputation
Valid
Very satisfied Satisfied Neutral Very Dissatisfy Dissatisfy Total
Frequency 301 225 59 16 4 605
Percent 49.8 37.2 9.8 2.6 .7 100.0
Valid Percent 49.8 37.2 9.8 2.6 .7 100.0
36
AVAILABILITY OF LOANS
Customer of retails bank are not satisfied with availability of loans and credit (mean= 3.93). 201 customers are very unsatisfied, 41 customers are very unsatisfied and 9 are neutral. Table 22 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.063). Both Muslim and Non-Muslim customers are not satisfied with the availability of loans of their banks.
Table 23: Availability of loans.
Valid
Satisfied Very satisfied Dissatisfy Very Dissatisfy Neutral Total
Frequency 299 201 55 41 9 605
Percent 49.4 33.2 9.1 6.8 1.5 100.0
Valid Percent 49.4 33.2 9.1 6.8 1.5 100.0
EASE OF OBTAINING LOANS

Customer of retails bank are not satisfied with availability of loans and credit (mean= 3.85). 29 customers are very unsatisfied, 73 customers are unsatisfied and 77 are neutral. Table 23 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.1.0). Both Muslim and Non-Muslim customers in the same degree are not satisfied with the availability of loans of their banks.
37
Table 24: Ease of obtaining loans (the acceptability of loans terms)

Valid
Frequency 222 204 77 73 29 605
Percent 36.7 33.7 12.7 12.1 4.8 100.0
Valid Percent 36.7 33.7 12.7 12.1 4.8 100.0
SERVICE PRICES
Service prices are the third worse factor that customer of retails bank are unsatisfied with. Customer in Kuwait feel high degree of unjustified prices for bank services (mean= 3.76). 15 customers are very unsatisfied, 15 customers are unsatisfied and 124 are neutral. Table 24 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Muslim customer are less satisfied from services price than NonMuslim (Muslim =3.69, Non-Muslim =3.91).
Table 25: Services prices
Valid
Satisfied Neutral Very satisfied Very Dissatisfy Dissatisfy Total
Frequency 397 124 54 15 15 605
Percent 65.6 20.5 8.9 2.5 2.5 100.0
Valid Percent 65.6 20.5 8.9 2.5 2.5 100.0
INTREST RATE ON SAVING ACCOUNT

Retails customer in general are not very satisfied with the interest rate on saving account, this factor is the second least factor that customer in Muslim (mean=3.73). 57 customers are very unsatisfied, and 34 are neutral. The study noted that no customer is very satisfied with this factor. Table 25 shows the distribution of customer's satisfaction
38
for this factor. In studying the significance differences between Muslim and NonMuslim customer to this factor, ANOVA test determine no significant differences between Muslim and Non-Muslim in this factor.
Table 26: Interest rate on saving account
Cumulative Percent 84.6 94.0 99.7 99.8
Valid
Satisfied Very Dissatisfy Neutral Dissatisfy Total 99
Frequency 511 57 34 1 604 1 100.0
Percent 84.5 9.4 5.6 .2 99.8 .2
Valid Percent 84.6 9.4 5.6 .2 100.0
Missing
605
INTREST RATE ON LOANS

The worse factor noted in this study is the interest rate on loans (mean=3.60), this indicate that most of customer in Kuwait give more intention to loans. Around 58 customers are very unsatisfied, 61 customers are unsatisfied and 94 are neutral. Table 26 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Muslim customer are less satisfied from services price than NonMuslim (Muslim =3.84, Non-Muslim =3.22).
Table 27: Interest rate on loans
Valid
Frequency 206 183 94 61 58 602 3 605
Percent 34.0 30.2 15.5 10.1 9.6 99.5 .5 100.0
Valid Percent 34.2 30.4 15.6 10.1 9.6 100.0
Missing
Missing Value Total
39
THE QUALITY OF SERVICES PROVIDED

The study reveals good satisfaction of retail customers on their services quality (mean=4.34). Around 300 customers are very satisfied, 214 customers are satisfied and 87 are neutral. Table 27 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test confirmed no significant differences between Muslim and Non-Muslim in this factor.
Table 28: The quality of services provided
Valid
Very satisfied Satisfied Neutral Very Dissatisfy Total
Frequency 300 214 87 3 604 1 605
Percent 49.6 35.4 14.4 .5 99.8 .2 100.0
Valid Percent 49.7 35.4 14.4 .5 100.0
Missing
Missing Value Total
BANK MONETARY TRANSACTION

The study reveals low satisfaction level of retail customers on their monetary transaction (mean=3.97). Around 222 customers are satisfied, 102 customers are neutral and 45 are un satisfied. Table 28 shows the distribution of customers satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Muslim customer are more satisfied with bank transaction than Non-Muslim (Muslim =4.12, Non-Muslim =3.49)
40
Table 29: Bank monetary transactions

Valid
Satisfied Very satisfied Neutral Dissatisfy Very Dissatisfy Total
Frequency 222 220 102 45 16 605
Percent 36.7 36.4 16.9 7.4 2.6 100.0
Valid Percent 36.7 36.4 16.9 7.4 2.6 100.0
ACCESS TO SERIVICES
The study reveals medium satisfaction level of retail customers on their monetary transaction (mean=4.28). Around 270 customers are very satisfied, 233 customers are satisfied and 100 customers are neutral. Table 29 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with bank transaction than Muslim (Muslim =4.19, Non-Muslim =4.44)
Table 30: Access to services.
Valid
Very satisfied Satisfied Neutral Dissatisfy Total
Frequency 270 233 100 1 604 1 605
Percent 44.6 38.5 16.5 .2 99.8 .2 100.0
Valid Percent 44.7 38.6 16.6 .2 100.0
Missing
Missing Value Total
SAFETY OF FUNDS
The study reveals medium satisfaction level of retail customers on their monetary transaction (mean=4.28). Around 318 customers are very satisfied, 239 customers are satisfied and 44 customers are neutral. Table 30 shows the distribution of customers satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between
41
Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with monetary transaction than Muslim (Muslim =4.19, Non-Muslim =4.44) .
Table 31: Safety of funds
Valid
Very satisfied Satisfied Neutral Very Dissatisfy Total
Frequency 318 239 44 3 604 1 605
Percent 52.6 39.5 7.3 .5 99.8 .2 100.0
Valid Percent 52.6 39.6 7.3 .5 100.0
Missing
Missing Value Total
AVILABILITY OF ATM
ATM machines are available in Kuwait in all supermarkets, malls and in gas station. This study found that the Muslim and Non-Muslim customer are mostly satisfied with the availability of ATM (mean=4.48). Around 357 customers are very satisfied and 183 customers are satisfied. Table below shows the distribution of customers satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied ATM than Muslim (Muslim =4.42, Non-Muslim =4.74)
Table 32: Availability of ATM in several locations
Valid
Very satisfied Satisfied Neutral Very Dissatisfy Dissatisfy Total
Frequency 357 183 61 2 1 604 1 605
Percent 59.0 30.2 10.1 .3 .2 99.8 .2 100.0
Valid Percent 59.1 30.3 10.1 .3 .2 100.0
Missing
Missing Value Total
42
EXTERNAL APPEARANCE OF BANK

The finding of this study suggest that the Muslim and Non-Muslim customer are satisfied with the external appearance of bank (mean=4.22). Around 411 customers are very satisfied and 14 customers are satisfied. Table show the distribution of customers satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.73).
Table 33: External appearance of bank.

Valid
Very satisfied Neutral Dissatisfy Satisfied Total Missing Value Total
Frequency 411 115 30 14 604 1 605
Percent 67.9 19.0 5.0 2.3 99.8 .2 100.0
Valid Percent 68.0 19.0 5.0 2.3 100.0
VARITY OF SERVICES OFFERED

The finding of this study suggest that the Muslim and Non-Muslim customer are satisfied with the external appearance of bank (mean=4.13). Around 181 customers are very satisfied and 343 customers are satisfied. Table below shows the distribution of customers' satisfaction for this factor. In studying the significance differences between Muslim `and non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.26).
43
Table 34: Varity of services offered.

Valid
Frequency 343 181 61 17 2 604 1 605
Percent 56.7 29.9 10.1 2.8 .3 99.8 .2 100.0
Valid Percent 56.8 30.0 10.1 2.8 .3 100.0
Missing
Missing Value Total
CONVENIENT ATM LOCATIONS

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with ATM locations. (Mean=4.35). Around 279 customers are very satisfied and 277customers are satisfied. Table below shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with ATM than Muslim (Muslim =4.28, Non-Muslim =4.49)
Table 35: Convenient ATM locations

Valid
Frequency 279 277 32 15 1 604 1 605
Percent 46.1 45.8 5.3 2.5 .2 99.8 .2 100.0
Valid Percent 46.2 45.9 5.3 2.5 .2 100.0
Missing
Missing Value Total
44
CONFIDENCE IN BANK MANAGEMENT

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with bank management confidence. (Mean=4.32). Around 53.1% customers are very satisfied and 37% customers are satisfied. Table 35 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.02). Non-Muslim customer are more satisfied with confidence in bank management than Muslim (Muslim =4.25, Non-Muslim =4.46)
Table 36: Confidence in bank management.
Valid
Very satisfied Satisfied Very Dissatisfy Dissatisfy Neutral Total
Frequency 321 224 24 19 17 605
Percent 53.1 37.0 4.0 3.1 2.8 100.0
Valid Percent 53.1 37.0 4.0 3.1 2.8 100.0
EASE OF OPENING A CURRENT ACCOUNT

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with easy of opening a current account. (Mean=4.3). Around 43.5% customers are very satisfied and 48.3% customers are satisfied. Table 36 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=0.00). Non-Muslim customer are more satisfied with easy of opening a current account than Muslim (Muslim =4.21, Non-Muslim =4.51).
45
Table 37: Ease of opening a current account.

Valid
Satisfied Very satisfied Neutral Very Dissatisfy Total
Frequency 292 263 34 15 604 1 605
Percent 48.3 43.5 5.6 2.5 99.8 .2 100.0
Valid Percent 48.3 43.5 5.6 2.5 100.0
Missing
Missing Value Total
AVAILABILITY OF PARKING SPACE NEARBY

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with available parking space nearby. (Mean=4.18). Around 43, 4% customers are very satisfied and 36, 3% customers are satisfied. Table 37 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=0.17). Both Muslim and Non-Muslim customers in the same degree are not satisfied with the available parking space nearby.
Table 38: Available parking space nearby.
Valid
Frequency 262 219 93 29 1 604 1 605
Percent 43.3 36.2 15.4 4.8 .2 99.8 .2 100.0
Valid Percent 43.4 36.3 15.4 4.8 .2 100.0
Missing
Missing Value Total
46
EASY OF USING ATM

The finding of this study suggests that the Muslim and Non-Muslim customer are satisfied with easy to use ATM. (mean=4.34). Around 46, 1% customers are very satisfied and 47, 6% customers are satisfied. Table 38 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=.95). Both Muslim and Non-Muslim customers in the same degree are not satisfied with the easy to use ATM.
Table 39: Easy to use ATM
Valid
Satisfied Very satisfied Dissatisfy Very Dissatisfy Neutral Total
Frequency 288 279 18 10 10 605
Percent 47.6 46.1 3.0 1.7 1.7 100.0
Valid Percent 47.6 46.1 3.0 1.7 1.7 100.0
THE QUALITY SERVICE OF E-BANKING

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with the quality service of E-banking. (Mean=3, 9). Around 24, 3% customers are very satisfied and 54, 5% customers are satisfied. Table 39 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show no significant differences between Muslim and Non-Muslim in this factor (sig=0.10). Both Muslim and Non-Muslim customers in the same degree are not satisfied with the service quality of E-banking.
47
Table 40: The quality service of E-banking

Valid
Satisfied Very satisfied Dissatisfy Neutral Very Dissatisfy Total
Frequency 330 147 72 53 3 605
Percent 54.5 24.3 11.9 8.8 .5 100.0
Valid Percent 54.5 24.3 11.9 8.8 .5 100.0
PHONE ACCOUNT ACCESS

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with phone account access. (Mean=4.4). Around 66, 9% customers are very satisfied and 10, 9% customers are satisfied. Table 40 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with phone account access than Muslim (Muslim =4.28, Non-Muslim =4.64)
Table 41: Phone account access
Valid
Very satisfied Neutral Satisfied Dissatisfy Very Dissatisfy Total
Frequency 405 103 66 30 1 605
Percent 66.9 17.0 10.9 5.0 .2 100.0
Valid Percent 66.9 17.0 10.9 5.0 .2 100.0
BANK SERVICES EXPECTATION

The finding of this study suggests that the Muslim and Non-Muslim customer are satisfied with bank services expectation. (Mean=4.16). Around 34, 5% customers are very satisfied and 49, 8% customers are satisfied. Table 41 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant 48
differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with bank services expectation than Muslim (Muslim =4.10, Non-Muslim =4.49)
Table 42: Bank services expectation
Valid
Frequency 301 209 80 14 1 605
Percent 49.8 34.5 13.2 2.3 .2 100.0
Valid Percent 49.8 34.5 13.2 2.3 .2 100.0
EFFICACY HANDING PROBLEMS

The finding of this study suggests that the Muslim and Non-Muslim customer are very satisfied with efficacy handing problems. (Mean=4.35). Around 41, 9% customers are very satisfied and 52, 5% customers are satisfied. Table 42 shows the distribution of customer's satisfaction for this factor. In studying the significance differences between Muslim and Non-Muslim customer to this factor, ANOVA test show significant differences between Muslim and Non-Muslim in this factor (sig=.00). Non-Muslim customer are more satisfied with efficacy handing problems than Muslim (Muslim =4.32, Non-Muslim =4.49)
Table 43: Efficacy Handing Problems
Valid
Satisfied Very satisfied Neutral Very Dissatisfy Dissatisfy Total
Frequency 317 253 32 1 1 604 1 605
Percent 52.4 41.8 5.3 .2 .2 99.8 .2 100.0
Valid Percent 52.5 41.9 5.3 .2 .2 100.0
Missing
System Total
49
CHAPTER 6 SUMMARY AND CONCLUSION

This chapter summaries the main finding and recommendation for further studies. In the present competitive environment, companies need to retain existing high-value customers to remain competitive. The research results proved that there is some factors influence customer in Kuwait is not satisfied. Marketing manager should seek to improve the area where customer is not satisfied to improve customer retention. The research findings clearly suggest that the drive towards ease of banking and convenience is favored by the customer and, therefore, banks should find alternative strategic routes designed to improve service delivery (either human-based or technology-based). Bank customers attitudes towards the human provision of services and subsequent level of satisfaction will impact on bank switching more than when the same service delivery is made through automation. The link between service delivery and customer satisfaction is patently visible in the study results and financial institutions should continue to find effective ways to systematically measure and manage customer sustainable satisfaction and retention. Customer care and customer retention programms should take into consideration that the increased push towards the provision of convenient, easy and fast banking services is closely associated with the human and technology based delivery processes. More importantly, they are greatly linked with the customers perceptions of how these bank services are delivered to them. These perceptual outcomes will, in turn, affect the level of bank customer satisfaction ratings, retention and switching rates. In summary, the current study suggests that in general customers in Kuwait (Muslim and Non-Muslim) are satisfied with services provided by retail banks. The ANOVA test show slightly differences between Muslim and non-Muslim customer in their degree of 50
satisfaction. Muslim customers are mostly satisfied with: Availability of ATM in several locations, Safety of funds, Easy to use ATM and The quality of services provided. while Non-Muslim customers are mostly satisfied with: Availability of ATM in several locations, Phone account access, Safety of funds, Ease of opening a current account and Bank image and reputation. The lest factor that Muslim customers are satisfied with squinty are: Services prices, Interest rate on saving account, Interest rate on loans and Ease of obtaining loans. while Non-Muslim lest ranking of their satisfied with squinty are; Interest rate on loans, Bank monetary transactions, Interest rate on saving account and Ease of obtaining loans (the acceptability of loans terms).
51
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Appendix 1
CUSTOMER SATISFACTION SURVEY SECTION ONE

Are you satisfy about your Finical provider services?
The following items are designed your responses towards the degree of satisfaction with your bank. Please respond to each item and indicate the extent of your important or unimportant when you select a bank by using the following scale:

. .
Very satisfied Satisfied Neutral Dissatisfy Very Dissatisfy

Very satisfied
1 2 3 4 5
Very Dissatisfy
1
1. Bank provides fast and efficient service.
.
2. Friendliness of bank personal.
.
3. Bank has a strong reputation and image in the community.
.
4. Ease of obtaining loans (the acceptability of loans terms).
.
6. Services charge.
.
7. Interest rate on saving account .
59

Very satisfied
1 2 3 4 5
Very Dissatisfy
1
.8. Interest rate on loans . 9. Services quality . .10. Ease of transactions . .11. Access to services . .12. Safety of funds . .13. Availability of ATM in several locations .14. External appearance of bank . .15. Varity of services offered .
06

Very satisfied
1 2 3 4 5
Very Dissatisfy
1
16. Convenient ATM locations. . 17. Easy to use ATM. . 18. Confidence in bank management. . 19. Ease of opening a current account. . 20. Available parking space nearby. . 21.The quality service of e-banking. 22. Phone account access. . 23. Bank services expectation 24. efficacy Handing Problems 25. bank communication channel
61
SECTION TWO
Please provide the following information for classification purposes. Your responses will be held in the strictest confidence and will only be summarized along with other respondents. .
What is your bank name? Kuwait Finance House Al Ahli Bank of Kuwait Commercial Bank of Kuwait Industrial Bank of Kuwait Kuwait real Estate Bank Have no account What is your age? 20 Less than 20 02- 92 Between 20 to 29 03-93 Between 30 to 39 04-94 Between 40 to 49 05 Above 50 How many years that you deal with your bank? Less than 2 year 5 2- 5 to 2 Between 01 6-01 to 6 Between 51 11-51 to11 Between 51 year 15 Above NBK Al Ahli United Bank Gulf Bank Boubyan Bank bkme Your Income? 005 Less that 500K.D 0001 Less that 1000 K.D 0051 Less that 1500 K.D 0002 Less that 2000 K.D 0002 More that 2000 K.D If work, how many years of total experience do you have? 5 Less than 5 years 5 9 Between 5-9 years 01 41 Between 10-14 years 51 02 Between 15-20 years 02 More than 20 years Burgan Bank
Your employment status? Work Don't work
How the bank communicate with you? Phone E-mail Postal Your Nationality? Kuwaiti Non-Kuwaiti
Which one of the following best describes your formal education? (please tick one box): Less primary school High school ( ) Two year college (Diploma) Undergraduate Degree (Bachelors) Postgraduate Qualification (Master\PhD) In which sector you work? Private sector Public sector Self-employed
If work, what is your job type? White-collar Professional Management Blue-Collar Own Business Your gender? Male Female You religion Muslim Non-Muslim
Thank you for your assistance
62

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BANK'S CUSTOMER SATISFACTION IN KUWAIT: AN EXPLORATORY STUDY

BY KHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI

Open University Malaysia

Bank's Customer Satisfaction in Kuwait An Exploratory Study

BY KHALED AL-HASHASH ABDULRASOUL HUSSAIN BAHZADI

Open University Malaysia 2008

Key words: customer satisfaction, retail banking, Kuwait.

KHALED AL-HASHASH OUM ABDULRASOUL HUSSAIN BAHZADI OUM

Name Matric . Number Name Matric . Number

: KHALED AL-HASHASH : 51060485 : ABDULRASOUL HUSSAIN BAHZADI : 51060520

APPLICATION TO CONDUCT RESEARCH PAPER

PART A: STUDENT'S PARTICULARS

Name of student Matric . Number

: KHALED AL-HASHASH : 51060485

Name of student Matric . Number

: ABDULRASOUL HUSSAIN BAHZADI : 51060520

PART B: PARTICULAR ABOUT THE PROJECT

PART C: FACULT"S INPUTS

RESEARCH PAPER SUBMSSION FORM

Table 5: How your bank communicate with you

Table 6: Total experience

Table 12: Descriptive Statistics (a)

Table 13: The most important and the lest

important factors for Muslim customers

Table 14: Descriptive Statistics (b)

Table 16: ANOVA test

Table 19: The convenient of bank location

Table 20: Fast and efficient service of services provided.

Table 21: Friendliness of bank employees

Table 22: Bank image and reputation

Table 23: Availability of loans.

Table 24: Ease of obtaining loans (the acceptability of loans terms)

Table 25: Services prices

Table 26: Interest rate on saving account

Table 27: Interest rate on loans

Table 30: Access to services.

Table 33: External appearance of bank.

Table 34: Varity of services offered.

Table 35: Convenient ATM locations

Table 36: Confidence in bank management.

Table 37 Ease of opening a current account.

Table 38: Available parking space nearby.

Table 39: Easy to use ATM

Table 40: The quality service of Ebanking

Table 41: Phone account access

Table 42: Bank services expectation

Table 43: Efficacy Handing Problems

Figure 4: Employment status

Figure 5: Income Figure 6: Total experience

Figure 7: Job Type

Figure 9: Customers general satisfaction

BACKGROUND OF THE STUDY

THE PURPOSE OF THE STUDY

THE SIGNIFICANT OF THE STUDY

whereas customer loyalty is a function of both perceived value satisfaction.

STUDY POPULATION AND SAMPLING PROCEDURE

DATA COLLECTION PROCEDURE

1- Statistical method to compare the means of different group and categories.

Figure 4: Employment status

Figure 6: Total experience

Figure 7: Job Type

Female Male Total

Less than 20 Between 40 to 49 Above 50 Between 30 to 39 Between 20 to 29 Total