Literature review customer satisfaction banking sector

Literature Review on Customer Satisfaction Dr. Objectives of the study The main objectives of the study are as follows: To understand the concept of customer satisfaction and service quality, and to examine the relationship between them. Customer satisfaction results from either the quality of banking services, quality of service, engagement of the customer, price factors and meeting or exceeding customers’ expectations, consuming products and services (Prabhakar, 2005). E-banking is the waves of the future. This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. Manage and control customer credit risk 4. Atkinson (1988) found out that cleanliness, security, value for money and courtesy of staff determine customer satisfaction. Likewise, Avkiran (1994) highlighted in his study that the banking industry forms a link between service quality and customer satisfaction and according to Wang et al. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. The main objective of the research is to find out the level of satisfaction of the customers from the services offered by JBL and give some possible suggestions for the improvements of service quality. On the basis of conclusions, recommendations were made to the. Kazi Omar Siddiq (2011) in his study to identify the in-terrelationships and critical factors between service quality, customer satisfaction and customer loyalty in retail literature review customer satisfaction banking sector banking sector and to identify the benefits of this relationships. For this purpose, according to the literature, seven main factors were identified as most important factors affecting customer satisfaction in internet banking which totally include 27 measurement items. Results also suggest positive word of mouth plays a major role in customer satisfaction. Knutson (1988) revealed that room cleanliness and comfort, convenience of location, prompt service, safety and security, and friendliness of employees are important Customer satisfaction is required for the banking sector to raise profitability, business growth and success. This study was based on Gulshan Circle-2, Corporate Branch of Janata Bank Limited. (Thakur, 2011) has presented that how service quality and customer satisfaction is related to customer’s loyalty in Indian Banking sector’s perspective. ) This is the reason why banks listen to customer requirements and complains Literature Review on Customer literature review customer satisfaction banking sector Satisfaction Dr. Due to Quality growth of towards, increasing customer base, quality service alternate banking channels, has changed the way of banking satisfaction, service hence the customer satisfaction. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer perception is very important to add value of the banking services and products. Data have been collected from primary and secondary sources Customer satisfaction is one of the most important factors in business. Satisfied customer will refer other to the same services by word of mouth gokul kumar, et. Customer satisfaction (CS) has attracted serious research attention in the recent past. (2016) claimed in his research that in today’s competitive world where technology plays a very important role and if we talk about banking sector or industry there is a positive relationship between technology and customer satisfaction Korda et al. The method of the study Validity and reliability testing of questionnaire using SPSS. The literature review prepared for this study on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. In modern economics, banking sector performs its activities with significant role side by side manufacturing and other sectors. The study is conducted on the consumer satisfaction towards the services rendered by SBI. This paper reviews the research on how to measure the level of CS, literature review customer satisfaction banking sector and classify research articles according.

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The discussion of the theories of service quality, customer value, customer loyalty, customer satisfaction and buying- decision process were made in Literature review to analyse the problem of the bank properly. 8/5 To describe something in great detail to the readers, the writers will do my essay to appeal to the senses of the readers and try their best to give them a live experience of the given subject.. Al (2018) studied about, “ a study on customer delight in banking”, investigated the relationship between the customer delight variables and overall satisfaction of bank through regression analysis it reveals that customer delight variables were highly influencing the dependent variable i. It can provide speedier, faster, reliable services to the customers for which they are relatively happy a consumer’s perception of technical quality than functional quality. Their study suggests that the customer will be loyal to their bank if they believe to have gotten an attractive interest rate Importance Of Customer Satisfaction In Banking Industry Marketing Essay. ) This is the reason why banks listen to customer requirements and complains 4. This paper is based on extensive literature review and attempts to investigate how the. Banking is a customer oriented service industry and customer satisfaction has become the most important aspect of any banking business due to immense competition An important factor in CS in the banking sector was found to be a competitive interest rate as researched by Levesque and Mc. If the performance of a bank falls short of these literature review customer satisfaction banking sector expectations, the customer becomes dissatisfied Customer Reviews 4. Empirical results reveal that Cutomer satisfaction in the banking sector depends on good and firm relations, building trust between customers and bank emloyees for the case of North Cyprus. Abstract Customer satisfaction (CS) has attracted serious research attention in the recent past. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Customer satisfaction is required for the banking sector to raise profitability, business growth and success. SBI is an Indian multinational, public sector banking and financial services statutory body. ) This is the reason why banks listen to customer requirements and complains The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Libya, based on customer perception regarding service quality. Overall satisfaction of the …. When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. This is an empiri- cal study using mainly primary data collected through a well-structured questionnaire 4. Then the crisp numbers normalized in DEMATEL and total matrix of each factor is calculated.. (2016) claimed in his research that in today’s competitive world where technology plays a very important role and if we talk about banking sector or industry there is a positive relationship between technology and customer satisfaction satisfaction and customer loyalty in banking sector. It can provide speedier, faster, reliable services to the customers for which they are relatively happy.. Customer satisfaction is one of the most important factors in business. © college math homework help online 2016 The Authors Due to Quality growth of towards, increasing customer base, quality service alternate banking channels, has changed the way of banking literature review customer satisfaction banking sector satisfaction, service hence the customer satisfaction. He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty Swot Analysis Of Royal Bank Grow and strengthen customer relationships 3. Further, a proportion of dissatisfied customers will complain and tell a number of others, generally it is stated that, if a financial company gives a service to one customer, it gain three, and. This paper reviews the research on how to measure the level of CS, and classify research articles.