Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

The Study of Customer Behaviour and its Impact on Customer Satisfaction, Loyalty and Service Quality Perception in E-Banking Services in Jammu Division


Affiliations
1 Department of Economics, Shri Mata Vaishno Devi University Katra (J and K)-182320, India
     

   Subscribe/Renew Journal


The banking sector of India is becoming very competitive, it is formulating customer based strategies to retain old customers than to create new customer bank. Banks should introduce enhanced service quality, otherwise they may lose customer base due to increasing banking rivalry. When the customers have the positive attitude towards the banking service, they will be satisfied and when they recommend the same banking channel to others, loyalty can be generated. E-banking domain is getting highly competitive and to survive this, it is evident that the banks need to provide customers with high quality services. For this, bankers first need to understand the attributes customers use to judge them and steps need to be taken to understand the factors which influence the customer satisfaction, loyalty and their perception of service quality.

Keywords

e-Banking, Customer Satisfaction, Customer Loyalty, Perception of Service Quality.
Subscription Login to verify subscription
User
Notifications
Font Size


Abstract Views: 74

PDF Views: 0




  • The Study of Customer Behaviour and its Impact on Customer Satisfaction, Loyalty and Service Quality Perception in E-Banking Services in Jammu Division

Abstract Views: 74  |  PDF Views: 0

Authors

Roop Lal Sharma
Department of Economics, Shri Mata Vaishno Devi University Katra (J and K)-182320, India

Abstract


The banking sector of India is becoming very competitive, it is formulating customer based strategies to retain old customers than to create new customer bank. Banks should introduce enhanced service quality, otherwise they may lose customer base due to increasing banking rivalry. When the customers have the positive attitude towards the banking service, they will be satisfied and when they recommend the same banking channel to others, loyalty can be generated. E-banking domain is getting highly competitive and to survive this, it is evident that the banks need to provide customers with high quality services. For this, bankers first need to understand the attributes customers use to judge them and steps need to be taken to understand the factors which influence the customer satisfaction, loyalty and their perception of service quality.

Keywords


e-Banking, Customer Satisfaction, Customer Loyalty, Perception of Service Quality.