Literature review on customer satisfaction in retail banking

This study was based on Gulshan Circle-2, Corporate Branch of Janata Bank Limited. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service a consumer’s perception of technical quality than functional quality. Abstract Customer satisfaction (CS) has attracted serious research attention in the recent past. 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. KEYWORDS: Service Quality, Customer Satisfaction, Role of Banks, Retail Banking. Literature Review A brief review of the existing research in this field has been presented. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. It can provide speedier, faster, reliable services to the customers for which they are relatively happy Published by Elsevier B. ) This is the reason why banks listen to customer requirements and complains this paper a review on the work of various authors has been presented on the study of customer satisfaction with internet banking in public and private sector bank. , other research in the banking literature distinguishes between two main dimensions affecting customer satisfaction: the quality of the core service provided by the bank and the quality of the relationship with the bank Identifies the determinants which include service quality dimensions (e. Authors: papers of biology Aayasha Nawaz Deepak Mishra Anwar Ali Kendriya Vidyalaya Abstract This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction. 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 Satisfaction has been broadly defined by Vavra, T. Every class, or type, of an essay writer has its own pros and cons. It can provide speedier, faster, reliable services to the customers for which they are relatively happy Shah, A. Literature Review E-Banking in Bangladesh. Essay, Research paper, Coursework, Discussion Board Post, Questions-Answers, Term paper, Powerpoint Presentation, Research proposal, Case Study, Rewriting, Editing. These were adapted to build a conceptual framework for the empirical investigation conducted. 14 research has also shown that female customers are relatively more satisfied with service quality 15 and more loyal to their banks, in comparison to male customers (mittal, agrawal and gupta, 16 2019). Service quality has been regarded as literature review on customer satisfaction in retail banking one of the key factor to compete in the banking industry. A survey was conducted in this study. Data were collected using a questionnaire administered through personal interviews. Standard, a top-level writer, and a premium essay expert. Factors influencing online banking customer satisfaction and their importance in improving overall retention levels: An Indian banking perspective.

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Customer satisfaction in retail banking… 71 1 3. Szymanski and Henard (2001) stand out that this is a positive feeling that derives literature review on customer satisfaction in retail banking from a good answer, but literature review on customer satisfaction in retail banking it could be deteriorated or even disappear if the goals and wishes of the individual are. All these efforts were aimed to enhance the productivity of bank along with customer satisfaction, which the banks have achieved to a large extent. This research attempts to study the key factors affecting customer satisfaction in internet banking system to prioritizing based on cause and effect relationships. 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. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. REVIEW OF LITERATURE: Consumer satisfaction is one of the essential outcomes to market activity (Spreng et al. ) This is the reason why banks listen to customer requirements and complains Published by Elsevier B. This paper reviews the research on how to measure the level of CS, and classify research articles. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. Competitive interest rates), service problems, service recovery and products used. Getting it right the first time), service features (e. When it comes to commercial banks, customer satisfaction level differentiates one bank from another, thus measuring customer satisfaction is exceedingly important. Information and Knowledge Management, 1(1), 45–54. Identifies the determinants which include service quality dimensions (e. (1997) as a satisfactory post-purchase experience with a product or service given an existing purchase expectation. An immediate, meaningful and objective feedback about clients’ preference and expectations @inproceedings{HamzahIILR,. Higher customer satisfaction rates of course offer tangible benefits to retail banks and do in fact translate to a better looking bottom line through: • Increased sales: Satisfied customers are. Literature review 2 literature review on customer satisfaction in retail banking The conducted literature review showed that the main tool used to assess the level of 3 satisfaction was SERVQUEL (Lee and Moghavvemi, 2015; Sharma et al. INTRODUCTION Internet banking additionally called online banking, is an outcome of Computer/mobile. (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 must ensure the customer satisfaction concerning their Goods/services (Gull edge, 1996). Howard and Sheth (1969)5 define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone”. 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. Literature Review on Customer Satisfaction Dr. , 2019; Mittal, Agrawal and Gupta, 2019). The result showed that more than fifty per cent of the customers who made complaints cited inefficient service as the main cause. Customer perception is very important to add value of the banking services and products. Therefore, in order to be competitive it is vital for the banks to fulfill customers’ satisfactions. The delay in encashment of cheque was the next reason for customer complaints a consumer’s perception of technical quality than functional quality. 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. E-banking is the waves of the future. The expectations and recommendations of the customers towards e-banking services. Building on the work of Parasuraman et al.

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For this purpose, according to the literature, seven main factors were identified as most important factors affecting customer satisfaction in internet banking literature review on customer satisfaction in retail banking which totally include 27 measurement items. This research study exemplifies the strong positive correlation evidenced between customer satisfaction rates and higher levels of organic growth. For this purpose, according to the literature, seven main factors were identified as most important factors affecting customer satisfaction in internet. The findings of research are as. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction. It has been shown that 13 women assess the perceived level of satisfaction much higher than do men (al-salim, 2018). 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 is one of the most important factors in business. Customers’ Satisfaction Customer satisfaction represents a modern approach for quality in organizations that serves the development of a truly customer-focused management and culture. Satisfied customers are always interested in enhancing the bank's brand image and spreading positive word of mouth literature review on customer satisfaction in retail banking about the bank and its products and services, which will result in increased profitability Customer satisfaction is one of the most important factors in business. The objective of this study is to investigate the relationship between customer satisfaction and the service quality of Islamic banks in Malaysia. Data have been collected from primary and secondary sources Customer satisfaction is one of the most important factors in business. The delay in encashment of cheque was the next reason for customer complaints Essay, Research paper, Coursework, Discussion Board Post, Questions-Answers, Term paper, Powerpoint Presentation, Research proposal, Case Study, Rewriting, Editing. , 2016; Ali and Raza, 4 2017; Zimonjić, 2018; Vencataya et al. Customer satisfaction is required for the banking sector to raise profitability, business growth and success.

Literature review on customer satisfaction in retail banking

Research Papers On Customer Based Brand Equity

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