Banking in Kuwait: a customer satisfaction case study

Purpose - The purpose of this paper is to investigate bank customers' attitudes toward various bank services. Design/methodology/approach - The design includes a survey, which looked into determinants of customer satisfaction in the retail-banking sector in the Middle East, with particular attention to the State of Kuwait. A total of 605 usable questionnaires were randomly distributed to retail customers at various banks within the country. Findings - Using descriptive statistics methods and ANOVA test, the findings of this paper suggest that in general customers in Kuwait (Kuwaiti and non-Kuwaiti customers) are satisfied with services provided by the retail-banking sector. Research limitations/implications - The research does not include samples of customers represented among all the bank branches in Kuwait due to cost and time limitations. Practical implications - The paper has implications for management in the banking sector in the State of Kuwait. Originality/value - The paper presents original research for determining customer satisfaction of bank services in Kuwait. The results can be of much value to bank managers using these data to retain customer satisfaction and maintain their competitive advantage.