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Effect of Digital Banking Services on Customer Experience and Financial Performance of AYA Bank (Soe Thura Nyein, 2025)
Get PDFThe objectives of this study are to analyze the effect of digital banking services on the customer experience, to analyze the mediating effect of customer satisfaction on the relationship between customer experience and customer loyalty, to analyze the mediating effect of customer satisfaction on the relationship between customer experience and the financial performance and to analyze the mediating effect of customer loyalty on the relationship between customer experience and financial performance of AYA Bank. There are 20,000 customers who are registering AYA Bank mobile banking in 2025. The sample size is 377 by using Rasoft sample size calculator. 377 respondents are selected using simple random sampling. A structured questionnaire using a 5-point Likert scale is employed to collect primary data from customers of AYA Bank by using online survey method. Secondary data are gathered from annual reports, internal digital banking usage statistics, and previous academic research. Descriptive analysis and regression analysis are applied to examine the relationships among variables. The study shows that, among the digital banking service qualities, perceived value, brand trust, employee-customer engagement, and digital banking innovation significantly contribute to the improvement of customer experience. Customer satisfaction has mediating effect on the relationship between customer experience and customer loyalty. There is mediating effect of customer satisfaction on the relationship between customer experience and the financial performance. Customer loyalty has mediating effect on the relationship between customer experience and financial performance of AYA Bank. The results suggest that AYA Bank should continually invest in innovative, user-centered digital platforms that provide seamless experiences, as these are key drivers for long-term profitability in Myanmar’s competitive banking sector
Service Quality, Customer Satisfaction, and Customer Loyalty of Trade Finance Services at BIDV Bank ( Tin Htet Khaing Win, 2025)
Get PDFThis study explores the interrelationship between service quality, customer
satisfaction, and customer loyalty within the context of trade finance services at BIDV
Bank in Myanmar. The main objectives are to identify the level of service quality as
perceived by corporate customers, examine the effect of service quality on customer
satisfaction, and analyze the effect of customer satisfaction on customer loyalty. Using
a quantitative method, data were collected from 99 corporate customers through
structured questionnaires employing the SERVQUAL model, which includes five
dimensions: tangibility, reliability, responsiveness, assurance, and empathy.
Descriptive analysis showed that all dimensions were rated positively, with empathy
receiving the highest mean score and tangibility the lowest. Multiple regression analysis
revealed that empathy, responsiveness, and assurance significantly influenced customer
satisfaction, while tangibility and reliability were not statistically significant predictors.
Furthermore, customer satisfaction was found to have a strong positive impact on
customer loyalty, confirming its function as an intermediary factor. Based on these
findings, the study recommends enhancing physical facilities and digital platforms to
improve tangibility, investing in personalized services to strengthen empathy,
leveraging digital tools to improve responsiveness, clearly communicating procedures
and standards to reinforce assurance, and establishing structured feedback mechanisms
to continuously refine service delivery. These actions are expected to further improve
customer satisfaction and loyalty, thereby strengthening BIDV Bank’s competitive
position in the trade finance sector
Effect of Utilitarian and Symbolic Instruments on Customer Satisfaction and Patronage towards A Bank (Aung Myo Paing, 2025)
Get PDFThe objectives of the study are to analyze the effect of utilitarian and symbolic instruments on customer satisfaction and to analyze the effect of customer satisfaction on patronage towards A Bank. There are 21,120 customers at A Bank Natmauk Branch in 2025. The sample size of this study is 378 out of 21,120 customers by using the Raosoft sample size calculator. The customers are selected using simple random sampling method. Online survey method is used to collect the primary data. Secondary data are collected from the previous research papers, reports from A Bank, articles from international journals and relevant websites. Descriptive statistics and regression analysis are applied to analyze the collected data. The findings indicate that explanations, atonement, and timeliness have significant and positive effect on immediate customer satisfaction. Furthermore, the results express that explanations, atonement, and timeliness have significant and positive effect on cumulative customer satisfaction. The findings reveal that immediate customer satisfaction and cumulative customer satisfaction have significant and positive effect on patronage. To enhance customer satisfaction and strengthen loyalty, A Bank should focus on delivering timely, transparent, and empathetic service recovery responses
Effect of Toxic Workplace Environment on Employee Engagement and Employee Performance on SPiNE Architects Co., Ltd (Zin Mar Phyo, 2025)
Get PDFThe objectives of the study are to analyze the effect of toxic workplace environment
on employee engagement, to analyze the mediating effect of organizational support on the
relationship between toxic workplace environment and employee engagement, to examine
the mediating effect of employee well-being on the relationship between toxic workplace
environment and employee engagement and to analyze the effect of employee engagement
on employee performance in SPiNE Architects Co., Ltd. There are 53 employees in SPiNE
Architects Co., Ltd. in 2025. The respondents are selected using census sampling method.
Online survey method is used to collect the primary data. Secondary data is gathered from
relevant textbooks, previous research papers, journals and articles, and other related
information resources from websites. Descriptive statistics and regression analysis are
applied to analyze the collected data. The findings indicate that workplace harassment and
workplace bullying have negative and significant effect on employee engagement and
employee engagement has positive and significant effect on employee performance.
Furthermore, the results express that organization support and employee well-being do not
have mediating effect on the relationship between workplace harassment and employee
engagement. There is mediating effect of organization support and employee well-being do
not have mediating effect on the relationship between workplace bully and employee
engagement. Finally, employee engagement has positive and significant effect on employee
performance. This study suggests that to enhance employee engagement and employee
performance, SPiNE Architects should focus on workplace environment, organization
support and employee well-being
Factors Affecting Customer Satisfaction Towards Worker Remittance Servuces at Yoma Bank, (Yamin Phyu, 2025)
Get PDFThe purpose of this study is to investigate the factors affected by the satisfaction
of the customers and customer loyalty towards the worker remittance services at Yoma
Bank. A quantitative research approach was employed, and primary data was collected
from 211 customers, who have used worker remittances services in the selected
branches of Yoma Bank in Yangon. The sample size Yamane (1973) formula was
determined chosen through a simple random sampling method. This study examines
major factors such as reliability, responsiveness, security, incentive and promotion and
employee commitment to assess their effect on customers' satisfaction. The data were
analyzed using descriptive statistics, correlation, and regression analysis. This study
findings indicate that all five variables have a positive and statistically significant effect
on customer satisfaction. Among them, reliability emerged as the most influential factor
affecting customer satisfaction and followed by employee commitment as the second
most influential factor. Furthermore, the results show a strong positive relationship
between customer satisfaction and customer loyalty. Based on these findings, this study
recommends that Yoma Bank maintain high-performing service areas while improving
weaker aspects, particularly related to reliability and employee commitment in order to
strengthen customer satisfaction and long-term loyalt
Effect of Internal Audit on Financial Performan of Ayeyarwady Farmer Development Bank ( Yar Zar Ko Ko, 2025)
Get PDFThe purpose of this study was to analyze the effect of internal audit practices on
financial performance of Ayeyarwady Farmer Development Bank (A bank). Respondents
were selected from 120 out of 172 bank employee who are working in A bank. The study
found out that auditor independence and competence were significantly enhanced the
financial performance by ensuring objective evaluations and operational improvements.
Monitoring activities also influenced on financial performance by auditing as par audit
plan. Control activities were performed by the manual processes. Risk management
contributed positively on financial performance but face challenges in evaluating the
likelihood and impact of root causes. The study concludes that auditor independence and
auditor competence were the most influential factors, followed by monitoring activities,
control activities, and risk management. According to the results, the recommendations
include to provide control testing and enhance risk assessmen
Customer Satisfaction and Customer Retention Towards Auto Loan Service of Yoma Bank ( Su Latt Sandy, 2025)
Get PDFThe objectives of this study are to analyze the factors influencing customer
satisfaction towards auto loan service of Yoma Bank and to examine the effect of
customer satisfaction on customer retention for auto loan service of Yoma Bank. The
quantitative research method was used to analyze the findings. Both primary and
secondary data are used in this study. A sample of 96 customers was selected from a
total of 126 repeat auto loan applicants at Yoma Bank using a simple random
sampling method. The findings indicate that all four factors have a significant and
positive effect on customer satisfaction. The findings reveal that personalized service
is the strongest predictor of satisfaction, followed by loan documentation, interest
rates, and timely processing. Moreover, customer satisfaction has a significant and
positive effect on customer retention. The findings suggest clear guidance for Yoma
Bank to improve its auto loan services and build stronger customer relationships.
Yoma bank should make sure transparency by clearly communicating loan terms and
fees and enhance personalized service through staff training and dedicated
relationship managers. Strengthening customer engagement, streamlining loan
processes, and maintaining transparency can significantly improve customer
satisfaction and which in turn leads to customer retention
Students Satisfaction and Loyalty at Selected Private Colleges in Yangon (Myo Thet Naing, 2025)
Get PDFThis study investigates the effect of service quality on student satisfaction and
its subsequent influence on student loyalty among private colleges in Yangon,
Myanmar. Quantitative research method is used. The research focuses on five key
dimensions: academic aspects, non-academic aspects, institutional reputation, service
delivery, and reliability. In this research, there are two stages of sampling method. At
the first stage, it has been selected four private colleges from sixteen private colleges.
At the next stage, it has also been selected 354 students from 30,600 students'
respondents. Stratified random sampling method is used for the first stage and
Yemane sampling method is used for the next stage. The findings reveals that five
factors significantly influence student satisfaction at private colleges in
Yangon. Academic aspect and delivery also are most positive effects, highlighting
the importance of academic quality and efficient service implementation.
Additionally, Reputation and Non-Academic contribute significantly affect student
satisfaction. Student satisfaction demonstrates a statistically significant effect on
loyalty. Private colleges should prioritize practices in service reliability and academic
quality these key drivers significantly boost student satisfaction which in turn creates
enhanced loyalty
Factors Influencing the Growth of Convenience Stores at Thaketa Township ( Su Wut Yee Tun, 2025)
Get PDFThis study analyzes the factors influencing the growth of convenience stores at
Thaketa Township, Yangon, Myanmar, focusing on their impact on consumer purchase
intention. The research examines seven independent variables—location, opening
hours, price, variety and quality, store layout, promotion, and service quality—and their
effect on consumer purchase intention, with service quality factor. Utilizing a
quantitative approach, primary data was collected by 150 respondents from
convenience store customers at Thaketa Township through structured questionnaires,
employing simple random sampling. Secondary data were sourced from academic
literature and industry records. Descriptive and inferential statistical analyses were
conducted using SPSS. The findings show that service quality, promotion, and opening
hours significantly influence consumer purchase intention, with service quality
exhibiting the strongest impact. Price and layout showed no significant effect. These
results underscore the crucial role of service quality and strategic promotions in driving
convenience store growth in Thaketa Township, offering insights for retailers to
enhance competitiveness and contribute to local economic development. Suggestions
include improving staff training, implementing targeted promotions, and extending
operating hours to meet consumer requirements
ညီပုလေး၏ “ဖင်စီခံနေ့စဉ်နှင့်အခြားဝတ္ထုတိုများ”လာ စကားသုံးနှုန်းဟန်လေ့လာချက်
No full textဤစာတမ်းသည် မြန်မာစာပေနယ်ပယ်၊ စကားပြေကဏ္ဍ၊ ဝတ္ထုတိုအမျိုးအစားတွင် ပါဝင်သော ညီပုလေး၏ဝတ္ထုတိုများမှ စကားသုံးနှုန်းဟန်များကို ရေးဟန်ပညာဖြင့် လေ့လာတင်ပြထားသော စာတမ်းဖြစ်ပါသည်။ ၂၀၁၆-ခုနှစ်၊ ရန်ကုန်မြို့၊ စိတ်ကူးချိုချို ပုံနှိပ်တိုက်မှ ထုတ်ဝေသော ညီပုလေး၏ဖင်စီခံနေ့စဉ်နှင့် အခြားဝတ္ထုတိုများ စာအုပ်၌ ပါဝင်သည့်ဝတ္ထုတို (၄၉)ပုဒ်မှ (၃)ပုဒ်ကို အလေ့လာခံအဖြစ်ထားရှိပါသည်။ ရည်ရွယ်ချက်မှာ စာပေနယ်ပယ်၊ ဝတ္ထုတိုများတွင်တွေ့ရသော စကားသုံးနှုန်းဟန် များ၏ အရေးပါပုံကို ဖော်ထုတ်တင်ပြလိုခြင်းဖြစ်ပါသည်။ သုတေသနအမျိုးအစားမှာ အခြေခံသုတေသန(Basic research)ဖြစ်သည်။ သုတေသနဒီဇိုင်းမှာ အကဲဖြတ် သုတေသနဒီဇိုင်း (evaluation research design)ကို အသုံးပြုထားပါသည်။ သုတေသန နည်းနာမှာ ဆန်းစစ်လေ့လာနည်း (survey method)၊ ရှိပြီးအချက်အလက်များ အပေါ် အခြေပြုလေ့လာနည်း (use of available data) တို့ဖြစ်သည်။ ပညာရပ်နည်းနာမှာ ၂၀၁၁-ခုနှစ်၊ ရန်ကုန်မြို့၊ စိတ်ကူးချိုချိုပုံနှိပ်တိုက်မှ ထုတ်ဝေသော မောင်ခင်မင် (ဓနုဖြူ)၏ ရေးဟန်ပညာနိဒါန်းစာအုပ်မှ စကားသုံးနှုန်းဟန်များဖြင့် ချိန်ထိုးလေ့လာ တင်ပြမည်ဖြစ်ပါမည်။ ညီပုလေး၏ ဝတ္ထုတိုများတွင် စကားသုံးနှုန်းဟန်များသည် စာရေးသူတင်ပြလိုသော အကြောင်းအရာကိုပေါ်လွင်စေသည်။ ဦးတည်ချက်ကို ဖော်ဆောင်ရာတွင် ပေါ်လွင်အောင် ထောက်ပံ့ပေးနိုင်သည့် ရေးဟန်ဖြစ်ကြောင်း လေ့လာတွေ့ရှိရပါသည်။ ဤစာတမ်းသည် ညီပုလေး၏ ဝတ္ထုတိုများမှ စကားသုံးနှုန်း ဟန်ကို လေ့လာလိုသူများအတွက် တစ်စိတ်တစ်ဒေသ အထောက်အကူပြုနိုင်မည်ဟု မျှော်လင့်ပါသည်