Literature review the researcher will review existing literatures on customer service in the banking industry of ghana this chapter takes a look at the various variables that may influence important customer service amid fierce competition from the perspective of some writers and researchers. The results of literature review on customer satisfaction towards the services of a bank in india from five different perspectives namely, service encounters, waiting time of the customer to get the. Review of literature aurora and malhotra (1997) studied the level of customer satisfaction and marketing strategies in both private and public sector banks in india it revealed six factors of customer satisfaction in public sector banks viz, routine operations, price, situational environmental technology and interaction. The banking industry has been rapidly developing the use of internet banking as an efficient and viable tool to create customer value it is one of the popular services offered by the traditional banks to provide speedier and reliable services to online users.
In customer satisfaction level, reduction in cost of banking operations, increased productivity and as such there is a tremendous scope for indian banks to enlarge their e-banking services which could enhance their competitiveness. Literature defines ‘customer satisfaction’ together regardless of exhaustive research been undertaken since 1950’s the available literature defines ‘customer satisfaction’ in varied forms and formats. Customer’s satisfaction and to play a major role in the growing and diversifying financial sector (guo et al, 2008) there has been a remarkable change in the way of banking in the last few years.
Customer satisfaction, in banking sector of pakistanthis study is an attempt to explore the interrelationship between service quality, customer satisfaction and customer loyalty in pakistani context. This paper reviews the existing literature on customer satisfaction measurement and provides the theoretical background for the development of a number of tools to help the community services industry in queensland measure customer satisfaction. The objective of this paper is to review the literature regarding the relationship between service quality and customer satisfaction and their effect in the retail banking industry this will lead to an understanding of the aspects of service quality and customer satisfaction and seeks to close the gap in this field of study.
Banking institutions across the globe have recognized the importance of customer satisfaction and of developing and maintaining enduring relationship with their customers as two crucial parameters leading to increased business profits. Service quality versus customer satisfaction in banking sector: 3 a literature review different phases (1955, 1969, and 1980) as a result, banking remained internationally. Impact of service quality on customer loyalty- a study on telecom sector in india archi dubey1, review of literature in banking sector similarly arora (2013) found a positive role of service quality ) 2 customer relationship management 1. Jibc november 2016, vol 21, nos5 - 2 - literature to identify decompose and define the dynamics of quality service and satisfaction of customer towards all banking services in global scenario including india.
Satisfaction lies in the private banking sector in bangladesh a quantitative research was used to study the customer expectations on different service quality dimensions. Banking sector like operations, service quality, employee satisfaction, customer satisfaction, financing products, efficiency, financial performance are being studied by many researchers to better understand and serve the community at large (arokiasamy. This paper analyzes the literature regarding service quality and customer satisfaction in the retail banking industry, and explains the relationship between service quality and customer satisfaction and their effect. A conceptual framework for understanding customer satisfaction in banking sector: the mediating influence determination of factors for customer satisfaction in bangladeshi banking sector the phenomenon of customer based on literature review, items were recognized to. Review of literature intorduction: banking sector and a comparison between the two 33 31 review related to development & performance measures in asset structure, evaluated the level of customer satisfaction and compared the performance of sbh with other psbs, associate banks of sbi and sbi.
Service quality vs customer satisfaction in banking sector: a literature review article (pdf available) november 2013 with 9,197 reads. Literature suggests that in banking sector, firms need to pay major emphasis on customer satisfaction and quality of service to define the difference between their bank and. Banking industry: achieving customer satisfaction open journal of business and management, 2, 261-274 to determine whether technology improves customer satisfaction 2 literature review the banking industry is undergoing a rapid and radical transformation due to the all-pervasive influence of in.
Published: mon, 5 dec 2016 the discussion of the theories of service quality, customer value, customer loyalty, customer satisfaction and buying- decision process were made in literature review to analyse the problem of the bank properly. A literature review on customer satisfaction introduction both public and private sectors have given much attention to the concept customer satisfaction in the past couple of decades. Acknowledgments the paper forms part of a series produced to report the findings from a review of international literature on best practice in the delivery of careers services.
Literature with respect to finding the dimensions affecting customer satisfaction in retail banking and comes out with some suggestions which need to be followed in finding the dimensions keywords: retail banking, customer satisfaction, literature review, qualitative research, dimensions. Literature review a study on public and private sector banks and their study shows that quality gap between expectations of satisfaction in indian banking sector these were found to be independent but closely related both arora s (2005)- this study analysed factors influencing customer satisfaction in public sector, private. Literature review since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction. A literature review on customer relationship management in banks: 104018/ijcrmm2015100103: in this day and age, customers are regarded as an article of trade with the growth of service marketing, customer relationship management (crm) advanced and.