Abstract: The main objective of this study is to shed more light on the concept of customer satisfaction in Kuwait banking sector. More specifically, this study sought to identify the factors affecting customer satisfaction in the Kuwait banking sector. In order to achieve this objective, this study used a focus group interview method to investigate the opinions of six customers in the Kuwait banking sector based on their experiences and perspectives on the evaluation of banking services. Moreover, this study used the method of thematic analysis for a focus group interview analysis using NVivo software. The results of this study indicated that customer satisfaction within the banking sector has the potential of improving overall customer loyalty and retention rates. Additionally, higher levels of customer satisfaction are more likely to boost word-of-mouth marketing for the bank, since there are higher chances of satisfied customers recommending the services to friends and relatives. Moreover, levels of satisfaction are attributed to aspects such as the professional treatment of clients by bank employees, honesty and integrity in dealing with the transactions of clients, as well as offering support to customers which in turn fosters a high sense of confidence in the bank. This study recommends the Kuwait banking sector adopt a personalized approach when dealing with customers. There is a need for these banks in Kuwait to improve access to customer support channels and ensure that they respond to customer complaints and issues.
Keywords: Customers Satisfaction, Focus Group Interview, Banking Sector, Kuwait.
Title: Factors Influencing Customers Satisfaction in Kuwait Banking Sector
Author: Mohammad Alkhateeb, Ali Almutairi, Osman Alsaed, Mohammed Alshatti, Abdulrahman Alfouzan, Omar Jaber Aburumman
International Journal of Social Science and Humanities Research
ISSN 2348-3156 (Print), ISSN 2348-3164 (online)
Vol. 11, Issue 2, April 2023 - June 2023
Page No: 75-81
Research Publish Journals
Website: www.researchpublish.com
Published Date: 19-April-2023
