Volume : VII, Issue : II, February - 2017

A STUDY ON CUSTOMER SATISFACTION WITH SERVICE OF BANKS

S. Thazhkuzhali, Dr. G. Ramu

Abstract :

 Customer satisfaction is a significant subject for most marketers. It becomes imperative for service providers to meet or exceed the target customers’ satisfaction with quality of services expected by them. The service quality has been regarded as the key factor in order to succeed and have endurance in banking industry, especially when there has been continuously growing pressure from other institutions working in the same industry and demanding customer requirements. In this paper, the authors highlighted the important key factors and made several interbank comparisons. Some important characteristics were listed out by which customer’s satisfaction was observed on rating basis. Further, these were prioritized according to the factors identified. To meet the objective of the paper, multivariate statistical techniques were applied and results were explored in new dimensions. The study outlines that the private sector banks provide higher customer satisfaction when compared to the nationalized and public sector banks and in turn there are combinations where a set of nationalized and public sector banks will meet the satisfaction levels of the customers.

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

S.THAZHKUZHALI, Dr.G.RAMU, A STUDY ON CUSTOMER SATISFACTION WITH SERVICE OF BANKS, INDIAN JOURNAL OF APPLIED RESEARCH : Volume‾7 | Issue‾2 | February‾2017

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