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Measuring Customer Satisfaction in Banking Sector: with Special Reference to Banks of Surat City


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1 C. K. Pithawalla Institute of Management, Surat, India
     

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With the economic growth of country is on accelerating mode, role of banking industry is also important in this growth. With the expansion of banking services to peoples excluded from banking services to large corporate searching fund for their activities, makes the importance of banking services. New technologies are being introduced and there is always a fear of economic uncertainties. Fierce competition, more demanding customers and the changing climate have presented an unparalleled set of challenges (Lovelock, 2001) for banks in the country. Therefore, customer satisfaction is the key for many banks to survive in competition. The purpose of this paper is to identify the factors affecting customer satisfaction in Banks and analyze their effects on the level of customer satisfaction.

Keywords

Customer Satisfaction, Service Quality, Customer Centrism, Customer Relationship Management
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  • Measuring Customer Satisfaction in Banking Sector: with Special Reference to Banks of Surat City

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Authors

Snehalkumar H. Mistry
C. K. Pithawalla Institute of Management, Surat, India

Abstract


With the economic growth of country is on accelerating mode, role of banking industry is also important in this growth. With the expansion of banking services to peoples excluded from banking services to large corporate searching fund for their activities, makes the importance of banking services. New technologies are being introduced and there is always a fear of economic uncertainties. Fierce competition, more demanding customers and the changing climate have presented an unparalleled set of challenges (Lovelock, 2001) for banks in the country. Therefore, customer satisfaction is the key for many banks to survive in competition. The purpose of this paper is to identify the factors affecting customer satisfaction in Banks and analyze their effects on the level of customer satisfaction.

Keywords


Customer Satisfaction, Service Quality, Customer Centrism, Customer Relationship Management

References