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How the Advancements in Technology Have Improved Customer Satisfaction in the Banking Sector

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TABLE OF CONTENTS CONTENT PAGE 1.0 Introduction 3 - 6 1.1 Background to the problem 1.2 Problem Statement 1.3 Research Questions 1.4 Purpose of the study 1.5 Significance of the study 1.6 Delimitations and Limitations 1.7 Definition of Variables 2.0 Review of Literature 7 - 22 2.1 Introduction 2.2 What is the Banking Sector and what institutions make up the Banking Sector? 2.3 What is Customer Satisfaction and what is the importance of customer satisfaction? 2.4 What are the technological Improvements made in the Banking sector? 2.5 What are the …show more content…

5. What are the advancements in technology that have improved Customer Satisfaction in the Banking Sector? PURPOSE OF THE STUDY The purpose of this study is to describe and analyze how advancements in technology have increased customer satisfaction in the banking sector. SIGNIFICANCE OF THE PROBLEM Customer satisfaction is very vital to organizations, as consumers make generalizations based on services they are offered. This study will inform customers of the technological improvements that are being put in place to make their banking experience more hassle free and convenient to them. Banks will also benefit as information about new features being offered will be available to customers and they will in turn make use of the new services being offered. This project will also benefit me as the researcher, as it will inform me of the various types of technologies available in the Jamaican banking sector, the importance of each and how they operate. DELIMITATIONS AND LIMITATIONS The population used to conduct this research was from the Constant Spring Road, The Half Way Tree area and New Kingston. This area was chosen as it is a metropolitan region and the information needed to complete this research could be gathered there due to the many people that use the banks in this area. In addition, if a wider area was chosen there would have been too much data or information and the research may lose its credibility. The region chosen was

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