International Journal of Trend in Scientific Research and Development (IJTSRD)

Volume 4 Issue 1, December 2019 Available Online: www.ijtsrd.com e-ISSN: 2456 – 6470

Khaan Bank Customer Satisfaction of Mongolia

Baigali Ganbaatar1, Tsetsegmaa Ganbayar2, Nyamsuren Delgertsogt3
1Department of International Business Management, Da-Yeh University, Changhua, Taiwan
2Department of Human Resource and Public Relations, Da-Yeh University, Changhua, Taiwan

3Department of Social Science, Ulaanbaatar-Erdem University, Ulaanbaatar, Mongolia

ABSTRACT How to cite this paper: Baigali Ganbaatar

The Mongolian banking sector is one of the most complex and widespread | Tsetsegmaa Ganbayar | Nyamsuren
sectors of the economy of Mongolia. As a result of globalization, the world is Delgertsogt "Khaan Bank Customer
becoming smaller and business is larger. Due to the growth of technology, Satisfaction of Mongolia" Published in
customer demand in the banking sector is growing day by day. In this regard, International Journal
customer satisfaction has become a key aspect of the banking business. The of Trend in Scientific
main goal of the study is to find out the level of customer satisfaction with the Research and
services offered by Khaan Bank (KB) and to give several possible suggestions Development (ijtsrd),
for improving the quality of service. This study was based on Ulaanbaatar, the ISSN: 2456-6470,
Han Uul sector of the KB. Data were collected from primary and secondary Volume-4 | Issue-1,
sources. In terms of results, overall customer satisfaction is above average, but December 2019, IJTSRD29779
not excellent. The bank should emphasize the reputation of customer pp.964-966, URL:
satisfaction and take further steps to improve the quality of service. www.ijtsrd.com/papers/ijtsrd29779.pdf

KEYWORDS: customer service, customer satisfaction, service quality, Khaan Copyright © 2019 by author(s) and
Bank, Mongolia International Journal of Trend in Scientific
Research and Development Journal. This
is an Open Access article distributed
under the terms of
the Creative
Commons Attribution
License (CC BY 4.0)
(http://creativecommons.org/licenses/by
/4.0)
1. INRODUCTION
We live in an era of globalization. Global business provision of services. Attractive customer satisfaction is the
competition is escalating. A firm must provide excellent main source of maintaining a business in a competitive
services to distinguish itself from another firm in the market. market. Thanks to financial services, such as banking
Customer satisfaction is critical to every business in today's competition in the market with undifferentiated products,
market. This is a way of thinking based on knowledge and this emphasizes service quality as the main competitive tool
past experience. In a competitive world, all organizations [7-8].
pay great attention to their valued customers. The banking
sectors are currently the most important bodies in the huge Customer satisfaction is a mental state in which the results
services sector. Commercial banks in Mongolia are one of the of customer expectations before a purchase are compared
key components of the Mongolian economy. Among them, with perceptions of performance after a purchase. Satisfied
Haan Bank (CB) is a declared own bank, which is registered customers are believed to be in contact with the company
in accordance with the 1991 Companies Act. Financial and buy more goods or services more often than dissatisfied
institutions believe that all success depends on attractive customers.
customer satisfaction. Why financial institutions care more
about customer satisfaction, loyalty and retention [1]. Customer satisfaction is related to customer loyalty, and
customer loyalty is related to bank profitability. Customer
Measuring customer satisfaction gives a sense of satisfaction is an important aspect of serving organizations
achievement and fulfillment to all employees involved in any and is closely related. With quality of service, they are all
phase of the customer service process. Thus, the related to each other; As the quality of service improves, the
measurement of satisfaction motivates people to work and level of customer satisfaction will also increase, which will
achieve higher levels of productivity[2-4]. Customer lead to more stable relations between the bank and its
satisfaction is seen as a standard performance standard and customers, which will lead to an increase in the level of
a possible quality standard for any business organization in a loyalty and profitability. However, it is almost impossible to
competitive market [5-6]. keep the whole company constantly motivated by such an
abstract and intangible concept as customer satisfaction.
Satisfied customers always keep in touch with the Thus, customer satisfaction should be translated into a series
organization and buy various types of goods and services. of measurable parameters that are directly related to
The banking sector is growing in Mongolia. Thus, it is people's work, in other words, factors that people can
difficult for banking sectors to retain customers through the understand and influence [9-10].

@ IJTSRD | Unique Paper ID – IJTSRD29779 | Volume – 4 | Issue – 1 | November-December 2019 Page 964
 International Journal of Trend in Scientific Research and Development (IJTSRD) @ www.ijtsrd.com eISSN: 2456-6470
2. Study objectives Table3. Relationships with customers of KB
The main objective of the study is to study the level of Frequency
customer satisfaction with the services offered by KB. This 1 Strongly Disagree 0
study examines various types of factors that affect customer 2 Disagree 2
satisfaction in the banking sector. Other objectives of the 3 Neutral 6
study are: 4 Agree 11

Learn about the deposit scheme KB. 5 Strongly Agree 1

Examine the impact of online banking on customer Total 20
satisfaction.

give some possible suggestions for improving the quality Interpretation:
of service. Customer relations are an integral part of any organization.
In response to the question, the figure said that 1 respondent
3. Research methodology fully agrees with the relationship with the client, while 11
This study is based on primary data. To collect primary data, respondents agree with this fact. Meanwhile, the number of
a questionnaire method is used here, which has 10 questions respondents who expressed a categorical disagreement with
on this issue. The target group was clients of Ulaanbaatar, this fact is 0. On the other hand, there are 2 respondents who
Khan-Uul sector in KB. Using a simple random sampling said they disagree with this fact, and 6 respondents kept
method, 20 clients KB of Ulaanbaatar, Han Uul sector, them neutral (see Table-3).
responded to this. All variables were measured using a 5-
point Likert scale, in which the 5 values presented Table4. Quick Service Delivery of KB
completely correspond to 1, which is a categorical Frequency
disagreement.
1 Strongly Disagree 0
2 Disagree 3
4. Analysis and Results
3 Neutral 5
The main objective of this study is to examine the level of
4 Agree 12
customer satisfaction. Data were collected from primary and
secondary sources. The questionnaire is compiled on the 5 Strongly Agree 0
basis of some variables that directly or indirectly affect the Total 20
level of customer satisfaction. Using MS Excel tables, data is
analyzed and interpreted. Analysis of the survey data is Interpretation:
given below: Regarding the quick provision of services to customers, 0
respondents strongly agree with their quick service, 12
Table1. Environment of KB respondents agree, 0 respondents strongly disagree with fast
Frequency service, 3 respondents disagree and 5 respondents are
1 Strongly Disagree 0 neutral with this fact. Although most customers accept fast
delivery, customers are pleased to receive these services
2 Disagree 3
(see Table-4).
3 Neutral 4
4 Agree 6
Table5 KB Offers Best Deposit Schemes
5 Strongly Agree 7
Frequency
Total 20
1 Strongly Disagree 1
2 Disagree 4
Interpretation:
3 Neutral 13
From the above tables, it can be said that only 7 respondents
4 Agree 2
fully agreed with this fact and 6 agreed. Meanwhile, the
number of respondents who strongly disagree with this fact 5 Strongly Agree 0
is 0. Here 3 respondents stated that they disagree in this Total 20
regard, and 4 respondents kept themselves in a neutral
direction (see Table-1). Interpretation:
Deposit schemes are the most important level of customer
Table2. Employees & Helpful Staffs of KB satisfaction. In response to the aforementioned question, not
Frequency a single respondent completely agreed with this fact, and 2
Strongly Disagree 0 respondents agreed with this, 1 categorically disagree with
this fact. On the other hand, 4 respondents stated that they
Disagree 0
do not agree with this fact, and 13 respondents are in a
Neutral 7
neutral position (see Table-5).
Agree 7
Strongly Agree 6
Table6. Deposit Money in KB
Total 20
Frequency
1 Strongly Disagree 0
Interpretation:
2 Disagree 1
From the above tables, it can be said that only 6 respondents
3 Neutral 10
fully agree with this fact, and 7 agreed. Meanwhile, the
4 Agree 5
number of respondents who strongly disagree and disagree
with this paragraph is 0, and 7 respondents kept themselves 5 Strongly Agree 4
in an objective direction (see Tbale-2). Total 20

@ IJTSRD | Unique Paper ID – IJTSRD29779 | Volume – 4 | Issue – 1 | November-December 2019 Page 965
 International Journal of Trend in Scientific Research and Development (IJTSRD) @ www.ijtsrd.com eISSN: 2456-6470
Interpretation: [3] Wild R. (1977). Concepts for operations management,
From the above table and diagram, we can say that only 4 John Wiley and Sons.
respondents fully agreed with this fact and 5 agreed.
[4] Wild R. (1980). Operations management: A policy
Meanwhile, the number of respondents who strongly
framework, Pergamon Press.
disagree with this fact is 0. Here, 1 respondent said they did
not agree with this, and 10 respondents kept them in a [5] Gerson R. F. (1993), Measuring customer satisfaction,
neutral direction (see Table-6). Crisp Publication, Inc., Menlo Park, California.
[6] Oliver, R. L. (1980). A Cognitive Model of the
Conclusion
Antecedents and Consequences of Satisfaction
Despite competition among banks in Mongolia, KB has
Decisions. Journal of Marketing Research, 17: 460-469.
gained a good reputation around Mongolia. Although there
are not enough KBs in many sectors, such as online banking, [7] Stafford, M. R. (1996). Demographic discriminators of
nonetheless, people are investing in this bank because of its service quality in the banking industry, The Journal of
good reputation. This report shows that KB serves its Services Marketing, 10(4), 6-22.
customers and how customers respond to the services they
[8] Pareek, V. (2014). An Empirical Investigation of the
provide. A huge amount of research has been conducted in
Causal Determinants of Customer Satisfaction: A Study
the banking sector of Mongolia to find out the role of the
of Indian Banks. IUP Journal of Management Research,
banking sector in economic development. Banks play an
13(2), 55.
important role in the economies of developing countries
such as Mongolia. Therefore, the bank must provide various [9] Deschamps J. P. and P. Ranganath Nayak. (1995).
services to retain customers. In this regard, the bank must Product juggernauts: How companies mobilize to
determine its strengths and restore weaknesses. generate a stream of market winners, Harvard
Business School Press.
References:
[1] Zairi, M. (2000). Managing customer dissatisfaction [10] Kundu, S., & Datta, S. K. (2015). Impact of trust on the
through effective complaint management systems, The relationship of e-service quality and customer
TQM Magazine, 12(5), 331-335. satisfaction. EuroMed Journal of Business, 10(1), 21-
46.
[2] Hill N. (1996). Handbook of customer satisfaction
measurement, Gower Publishing Limited, Hampshire.

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