Customer satisfaction in the banking sector: a study on the sustainability of services for consumers with visual impairments

Abstract

People with disabilities really need financial services to improve their socio-economic level, but some people with disabilities in Indonesia still face various difficulties in obtaining adequate banking services. People with visually impaired disabilities are also included in the
groups that need these services. Disability customers, including people with visually impairement, are the public who have the right to get satisfaction from banking services. Therefore, this study aims to determine the satisfaction of customers with visually impaired, in terms of service and assistance provided by the bank officers, the use of ATMs, and the willingness of customers with visually impaired to recommend a bank to fellow visually impaired persons. The method used in this study is quantitative descriptive, with data collection techniques through questionnaires distributed to respondents who were chosen purposively, data also obtained through focus group discussions. The research results show that the information and assistance services provided by bank officers to customers visually impaired, as well as the value factor, received from ATM facilities provided by banks, so far have resulted in satisfaction in certain levels for customers with visually impaired, so there is a tendency for them to be willing to recommend a bank where they open a savings account to fellow visually impaired people who need banking services