Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran

Afrooz Foroughi-Dehnavi

doi:doi:10.11648/j.ijfbr.20220804.12

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Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran

Afrooz Foroughi-Dehnavi

Published in International Journal of Finance and Banking Research (Volume 8, Issue 4)

Received: 21 August 2022 Accepted: 20 September 2022 Published: 29 September 2022

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Abstract

The present study, as practical research with a descriptive-survey method and correlation analysis, attempts to evaluate the latent demand of customers regarding the banking service management in the Tejarat Bank of Iran. A questionnaire form was used to collect data and their validity was verified using content validity and construct validity. The statistical measures and structural equation modeling were used to test the hypothesis and to describe findings using SPSS software. The results revealed that all research hypotheses in both conditions of status quo and the preferred situation could be confirmed due to significant regression coefficients of R from 0.803 to 0.952 and Sig. from 0.01 to 0.05, at a confidence level over 95%. In this regard, the success level of the banking process in the present status of the Tejarat Bank depends on the improvement of E-banking and e-service qualities, while its success level of banking process in the preferred situation in the future essential needs to enhance the CRM approaches, good communication and relationships with the customers. Hence, these findings can contribute to understanding the relationships between different dimensions of the customer’s latent demand, including the customer’s relationship management and the relationship marketing orientation. Suggesting such approaches in the banking process could support customers to retain sustainable competitive advantages and profits.

Published in	International Journal of Finance and Banking Research (Volume 8, Issue 4)
DOI	10.11648/j.ijfbr.20220804.12
Page(s)	124-130
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2022. Published by Science Publishing Group

Keywords

Customer’s Latent Demand, Banking Services, Process Management, Customer Relationship Management, Relationship Marketing

References

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APA Style

Afrooz Foroughi-Dehnavi. (2022). Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. International Journal of Finance and Banking Research, 8(4), 124-130. https://doi.org/10.11648/j.ijfbr.20220804.12

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ACS Style

Afrooz Foroughi-Dehnavi. Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. Int. J. Finance Bank. Res. 2022, 8(4), 124-130. doi: 10.11648/j.ijfbr.20220804.12

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AMA Style

Afrooz Foroughi-Dehnavi. Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. Int J Finance Bank Res. 2022;8(4):124-130. doi: 10.11648/j.ijfbr.20220804.12

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@article{10.11648/j.ijfbr.20220804.12,
  author = {Afrooz Foroughi-Dehnavi},
  title = {Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran},
  journal = {International Journal of Finance and Banking Research},
  volume = {8},
  number = {4},
  pages = {124-130},
  doi = {10.11648/j.ijfbr.20220804.12},
  url = {https://doi.org/10.11648/j.ijfbr.20220804.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijfbr.20220804.12},
  abstract = {The present study, as practical research with a descriptive-survey method and correlation analysis, attempts to evaluate the latent demand of customers regarding the banking service management in the Tejarat Bank of Iran. A questionnaire form was used to collect data and their validity was verified using content validity and construct validity. The statistical measures and structural equation modeling were used to test the hypothesis and to describe findings using SPSS software. The results revealed that all research hypotheses in both conditions of status quo and the preferred situation could be confirmed due to significant regression coefficients of R from 0.803 to 0.952 and Sig. from 0.01 to 0.05, at a confidence level over 95%. In this regard, the success level of the banking process in the present status of the Tejarat Bank depends on the improvement of E-banking and e-service qualities, while its success level of banking process in the preferred situation in the future essential needs to enhance the CRM approaches, good communication and relationships with the customers. Hence, these findings can contribute to understanding the relationships between different dimensions of the customer’s latent demand, including the customer’s relationship management and the relationship marketing orientation. Suggesting such approaches in the banking process could support customers to retain sustainable competitive advantages and profits.},
 year = {2022}
}

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TY  - JOUR
T1  - Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran
AU  - Afrooz Foroughi-Dehnavi
Y1  - 2022/09/29
PY  - 2022
N1  - https://doi.org/10.11648/j.ijfbr.20220804.12
DO  - 10.11648/j.ijfbr.20220804.12
T2  - International Journal of Finance and Banking Research
JF  - International Journal of Finance and Banking Research
JO  - International Journal of Finance and Banking Research
SP  - 124
EP  - 130
PB  - Science Publishing Group
SN  - 2472-2278
UR  - https://doi.org/10.11648/j.ijfbr.20220804.12
AB  - The present study, as practical research with a descriptive-survey method and correlation analysis, attempts to evaluate the latent demand of customers regarding the banking service management in the Tejarat Bank of Iran. A questionnaire form was used to collect data and their validity was verified using content validity and construct validity. The statistical measures and structural equation modeling were used to test the hypothesis and to describe findings using SPSS software. The results revealed that all research hypotheses in both conditions of status quo and the preferred situation could be confirmed due to significant regression coefficients of R from 0.803 to 0.952 and Sig. from 0.01 to 0.05, at a confidence level over 95%. In this regard, the success level of the banking process in the present status of the Tejarat Bank depends on the improvement of E-banking and e-service qualities, while its success level of banking process in the preferred situation in the future essential needs to enhance the CRM approaches, good communication and relationships with the customers. Hence, these findings can contribute to understanding the relationships between different dimensions of the customer’s latent demand, including the customer’s relationship management and the relationship marketing orientation. Suggesting such approaches in the banking process could support customers to retain sustainable competitive advantages and profits.
VL  - 8
IS  - 4
ER  -

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Author Information

Afrooz Foroughi-Dehnavi

Faculty of Management, Islamic Azad University of Najafabad Branch, Esfahan, Iran

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Plain Text BibTeX RIS

APA Style

Afrooz Foroughi-Dehnavi. (2022). Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. International Journal of Finance and Banking Research, 8(4), 124-130. https://doi.org/10.11648/j.ijfbr.20220804.12

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ACS Style

Afrooz Foroughi-Dehnavi. Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. Int. J. Finance Bank. Res. 2022, 8(4), 124-130. doi: 10.11648/j.ijfbr.20220804.12

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AMA Style

Afrooz Foroughi-Dehnavi. Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran. Int J Finance Bank Res. 2022;8(4):124-130. doi: 10.11648/j.ijfbr.20220804.12

Copy | Download

@article{10.11648/j.ijfbr.20220804.12,
  author = {Afrooz Foroughi-Dehnavi},
  title = {Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran},
  journal = {International Journal of Finance and Banking Research},
  volume = {8},
  number = {4},
  pages = {124-130},
  doi = {10.11648/j.ijfbr.20220804.12},
  url = {https://doi.org/10.11648/j.ijfbr.20220804.12},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijfbr.20220804.12},
  abstract = {The present study, as practical research with a descriptive-survey method and correlation analysis, attempts to evaluate the latent demand of customers regarding the banking service management in the Tejarat Bank of Iran. A questionnaire form was used to collect data and their validity was verified using content validity and construct validity. The statistical measures and structural equation modeling were used to test the hypothesis and to describe findings using SPSS software. The results revealed that all research hypotheses in both conditions of status quo and the preferred situation could be confirmed due to significant regression coefficients of R from 0.803 to 0.952 and Sig. from 0.01 to 0.05, at a confidence level over 95%. In this regard, the success level of the banking process in the present status of the Tejarat Bank depends on the improvement of E-banking and e-service qualities, while its success level of banking process in the preferred situation in the future essential needs to enhance the CRM approaches, good communication and relationships with the customers. Hence, these findings can contribute to understanding the relationships between different dimensions of the customer’s latent demand, including the customer’s relationship management and the relationship marketing orientation. Suggesting such approaches in the banking process could support customers to retain sustainable competitive advantages and profits.},
 year = {2022}
}

Copy | Download

TY  - JOUR
T1  - Evaluation of the Customers’ Latent Demands in the Banking Service Management, an Investigation in Tejart Bank of Iran
AU  - Afrooz Foroughi-Dehnavi
Y1  - 2022/09/29
PY  - 2022
N1  - https://doi.org/10.11648/j.ijfbr.20220804.12
DO  - 10.11648/j.ijfbr.20220804.12
T2  - International Journal of Finance and Banking Research
JF  - International Journal of Finance and Banking Research
JO  - International Journal of Finance and Banking Research
SP  - 124
EP  - 130
PB  - Science Publishing Group
SN  - 2472-2278
UR  - https://doi.org/10.11648/j.ijfbr.20220804.12
AB  - The present study, as practical research with a descriptive-survey method and correlation analysis, attempts to evaluate the latent demand of customers regarding the banking service management in the Tejarat Bank of Iran. A questionnaire form was used to collect data and their validity was verified using content validity and construct validity. The statistical measures and structural equation modeling were used to test the hypothesis and to describe findings using SPSS software. The results revealed that all research hypotheses in both conditions of status quo and the preferred situation could be confirmed due to significant regression coefficients of R from 0.803 to 0.952 and Sig. from 0.01 to 0.05, at a confidence level over 95%. In this regard, the success level of the banking process in the present status of the Tejarat Bank depends on the improvement of E-banking and e-service qualities, while its success level of banking process in the preferred situation in the future essential needs to enhance the CRM approaches, good communication and relationships with the customers. Hence, these findings can contribute to understanding the relationships between different dimensions of the customer’s latent demand, including the customer’s relationship management and the relationship marketing orientation. Suggesting such approaches in the banking process could support customers to retain sustainable competitive advantages and profits.
VL  - 8
IS  - 4
ER  -

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