Online Banking If these are not met then the customer will switch sides. Meet the basic needs of banking services alone is not enough in value to increase customer loyalty. Although customers currently use banking services to a wide variety of needs , but optimally meet basic needs such as bank ATMs, branches and online banking service is fundamental in establishing cooperation with customers.
As stated in winning through customer experience research, conducted by Ernst & Young Indonesia PT, based on a survey of more than 32 thousand bank customers in 43 countries, presented at Graha Niaga, Jakarta, Thursday, March 1, 2014.
In that study, revealed that if these needs are not met then the customer will switch sides. Meet the basic needs of banking services alone is not enough in value to increase customer loyalty to a bank or a business relationship with them.
For example, nearly 90 % of bank customers in the PRC claimed to be ready to open a new account or add to their savings balances if the bank is willing to provide financial management services. In Indonesia, 89 % of bank customers would do this if the banks are willing to invest in their savings.
Meanwhile, as many as 84 % of bank customers in Singapore will do the same if the banks are willing to assist clients in achieving their financial investments. To be able to provide a different customer experience and increase revenue, the bank must be able to provide additional services to the customers.
EY Financial Services Chairman for Southeast Asia , said Liew Nam Soon, with the passage of time bank customers began switching to other providers of financial services, or non- banks. It is a threat that can not be ignored by traditional banks operating in the region .
"The banks have to be careful in retaining their customers from the competitors. The trick with a more innovative technology, "said Liew .
Liew added, in a survey conducted also surfaced despite an increase in the confidence index, customers do not always consider a bank that has been established within the specified time has the advantage over the new bank.
" More than 30 % of survey respondents answered that alternative banking institutions can provide better services to improve their customers' business and achieve financial targets desired by the customer," explained Liew .