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According To This Model, Each Element Will Be Given A Certain Weight Of ...

According to this model, each element will be given a certain weight of importance and overall satisfaction level will more depend on such elements, which will form the bases of commitment on the part of customers in the case of bank's exceeding the customer expectations and form the differentiation element on the part of bank.
Some authors view the satisfaction as fully meeting the expectations of customers (Taylor &Baker, 1980). These arguments rely upon a notion, that customers, based on general experience of the product/service, or expectations from the brand [here: bank] as a result of direct/indirect promise, will expect the certain level of performance, and depending on whether the bank will exceed their expectations or falls short of it, they will be satisfied/dissatisfied. Thus theory of disconfirmation uses the pre-formulated norms to evaluate service quality, rather than simply assessing it. In fact, the whole contemporary theory on human psychology relies upon a notion, that for assessment, people use relativity, i.e. assess the qualities relative to others (Churchill and Surprenant, 1982, Oliver, 1989, Yi, 1990, Peter & Olson, 1996, Szymanski &Henard, 2001).
Hakimov and Andersen (2001) outline a few most relevant dimension for the assessment of service in current banking practice in Uzbekistan, including instant access to credit resources, augmented services, provision of unlisted services [mainly comprising helpfulness of banks to customers], individual approaches to cases, rather than framed, freeness from bureaucracy.
Process Outcomes: Economic Rewards
The contemporary theory of finance lacks the insights into the all areas of finance, including the country specific conditions and their impact upon the behaviour of customers of financial institutions. As argued earlier in the paper, investment hungry economy would be posting the need for financial resources on top of the agenda of every business. Kovalev (2004) outlines the areas of corporate financial planning, which are more relevant for newly emerged economies within former USSR, which would include the needs for improvements in:
proprietary condition fixed assets;
liquidity;
financial stability;
business activity;
profitability;
market activity leadership and market share
So, process outcome, or economic reward from using the certain financial institution would be in the form of improvements in one or more areas listed above. However, since the economic reward itself is a part of one, global satisfaction feeling, the contribution of improvements in any element would depend on importance of that element for the subject. So, companies more desperate for improvements in certain elements of finance would feel more satisfied with the bank if their improvements are within that element.


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