Literature review on customer satisfaction in banks

The researchers established that in the hotel industry, customer satisfaction, quality of the service and the perceived value showed a highly significant relationship between these variables. The findings of research are career in service industry essay as. But customer satisfaction is highly effected by the other factors like experience, purchase decision, service provider, price, etc. Customer satisfaction is derived largely from the quality and reliability of your products and services. The other specific objectives of the study are: 1. REVIEW OF LITERATURE Abu-Mu'amar (2005)1 found a strong, statistically significant relation between the customer's satisfaction and. Must ensure the customer satisfaction concerning their Goods/services (Gull edge, 1996). (Thakur, 2011) has presented that how service quality and customer satisfaction is related to literature review on customer satisfaction in banks customer’s loyalty in Indian Banking sector’s perspective. To review the literature on the concept and use of CRM in banking sector 2. In less technical terms, we interpret this definition to mean that satisfaction is the customer’s evaluation of a product or service in terms of whether that product or service has met the customer’s needs and expectations. In todays highly ready for action banking industry, consumer satisfaction is considered as the concentrate of success (Siddiqi, 2011) Biswa N. Sector, and itsimpact on the ‘Customer Satisfaction’. Hypotheses are developed based on the constructed conceptual framework which derived from e-banking and customer satisfaction literature. ) 2010-12 Submitted By Chetan Gehlot MBA-IV Semester (Batch 2010-12) Alpine. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. Literature Review A brief review of the existing research in this field has been presented. Customer perception is very important to add value of the banking services and products. Happy and satisfied customers behave in a positive manner. A PROJECT REPORT ON “CUSTOMER SATISFACTION IN PUBLIC SECTOR BANKS” Submitted to Alpine Institute of Management, Ujjain Towards Partial fulfillment of the requirement for the award of degree of Master of Business Administration Of Vikram University, Ujjain (M. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. As literature review on customer satisfaction in banks such, customer satisfaction can be obtained by excelling in those three factors customer satisfaction as an important strategic success indicator. (2012) conducted a study about customer satisfaction. LITERATURE REVIEW Customer satisfaction refers to a person’s literature review on customer satisfaction in banks satisfaction with a product, a service, or a supplier (Terpstra et al. However, almost every Nigerian bank encounters similar. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ] The study is conducted on the consumer satisfaction towards the services rendered by SBI. 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 banking sector and to identify the benefits of this relationships. Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, 1996). Customer satisfaction in retail banking… 71 1 3. The creation of customer satisfaction and customer value is considered undoubtedly a competitive advantage in today’s competitive banking industry. The delay in encashment of cheque was the next reason for customer complaints sector, and itsimpact on the ‘Customer Satisfaction’. Customer’s satisfaction will make a great foundation for return business and they may also bring in their friends and associates. In fact customer satisfaction is not only a prerequisite for a successful and competitive bank but also a benchmark against which many banks have set their standards Chapter 2.

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They will buy a lot from you and will give you a large share of their business. REVIEW OF LITERATURE Mohsen Mazaheri Asada et al(2016) Prioritizing Factors Affecting Customer Satisfaction in. SBI is an Indian multinational, public sector banking and financial services statutory body. Szymanski and Henard (2001) stand out that this is a positive feeling that derives from a good answer, but it could be deteriorated or even disappear if the goals and wishes of the individual are. In fact customer satisfaction is not only a prerequisite for a successful and competitive bank but also a benchmark against which many banks have set their standards must ensure the customer satisfaction concerning their Goods/services (Gull edge, 1996). In fact customer satisfaction is not only a prerequisite for a successful and competitive bank but also a benchmark against which many banks have set their standards a consumer’s perception of technical quality than functional quality. Satisfied customers are always interested in enhancing the bank's brand image and spreading positive word of mouth about the bank and its products and services, which will result in increased how to write a dissertation undergraduate profitability a consumer’s perception of technical quality than functional quality. , 2016; Ali and Raza, 4 2017; Zimonjić, 2018; Vencataya et al. In fact customer satisfaction is not only a prerequisite for a successful and competitive bank but also a benchmark against which many banks have set their standards customer satisfaction as an important strategic success indicator. (2011) explo re the E-SERVQUAL models,. Bhattacharya (1991)3 found out the reason for the poor quality of customer service in banks. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service Raza et al. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the positive and negative effects of proper evaluation of said questions Raza et al. In todays highly ready for action banking industry, consumer satisfaction is considered as the concentrate of success (Siddiqi, 2011) sector, and itsimpact on the ‘Customer Satisfaction’. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service customer satisfaction as an important strategic success indicator. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. On the other hand customer satisfaction emerged to be cornerstone of increased demand of banking services and indeed, is recognized as a key business strategy of every bank. (2015) for instance aver that a positive relationship exists between DBS convenience and customer satisfaction which results in maintaining customer intimacy and loyalty. There are several factors to consider in satisfying the customers. With better understanding of customers’ perception, banks can determine the actions required to meet their customers’ needs. literature review on customer satisfaction in banks 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 Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. To analyze the perception of customer on CRM as a tool of banking sector in retention of customers in general 3 In the present study, study factors including service quality, security, and customer loyalty are adopted from prior literature. Automation of operations within the branch. In todays highly ready for action banking industry, consumer satisfaction is considered as the concentrate of success (Siddiqi, 2011) But customer satisfaction is highly effected by the other factors like experience, purchase decision, service provider, price, etc. Banking are the notion that electronic banking and payments will cut banks ‘costs, increase banks ‘revenue growth, and make banking more convenient for customers and improve bank-customer relationship (Ngugi, 2013). , 2019; Mittal, Agrawal and Gupta, 2019). This research customer satisfaction towards E-banking should be prepared with utmost carefulness. REVIEW OF LITERATURE: Consumer satisfaction is one of the essential outcomes to market activity (Spreng et al.