The Impact of Quality Service on Customer Perspectives and Satisfaction in Selected Commercial Banks
Keywords:
Customer satisfaction, banking services, problems, solutionsAbstract
Bank plays a key role in the entire financial system of the nation. The banking industry has become a fundamental part of the nation’s economic development and for the financial welfare of individuals, businesses, nation etc. A particular kind of financial institution that provides services to its customers is a bank. The satisfaction of the consumer is the first goal for all businesses. Banks offer a wide range of services, qualified resources, and guarantee to please their clients and keep the ones they already have. Mostly customers are highly satisfied with services provided by the bank. This study is descriptive in nature. A practical sampling technique is used, and the data sample size from Coimbatore is 957.
References
Philippe Ndikubwimana, Adele Berndt. Service Quality and Customer Satisfaction among Bank Clients in Rwanda. British Journal of Economics, Management & Trade (BJEMT). 2016; 13(4):1–11.
Rajagopal Subashini, Velmurugan Gopalsamy. A review of service quality and customer satisfaction in banking services: global scenario. J Internet Bank Commer. 2016; 21(S5): 1–9.
Revathi S, Saranya AS. Dimensions of Service Quality and Customer Satisfaction: Banking Sector. Int J Adv Sci Res Dev. 2016; 03(03): 55–66.
Reema Kamlani. Comparative Study Service Quality Assessment of Public & Private Sector Banks Using Servqual model. International Journal of Progresses in Engineering, Management, Science and Humanities (IJPEMSH). 2016; 2(3): 23–34.
Hennayake HMGYJ. Impact of Service Quality on Customer Satisfaction of Public Sector Commercial Banks: A Study on Rural Economic Context. Int J Sci Res Publ. 2017; 7(2): 156–161.
Kumari Reena, Singh Maithili RP. A Study on Nature of Services and customers’ expectations and perceptions regarding service quality. IOSR Journal of Business and Management (IOSR- JBM) (BRAINSTORM)- VINC'17. 2017; 12–20.
Laxmi Sharma, Sakshi. Customer Satisfaction with Service Quality: An Empirical study of Banking Sector. BVIMSR’s Journal of Management Research (BJMR). 2017 Oct; 9(2): 189–195.
Olga Vershinina. Customer Satisfaction in the Banking Sector: A Study of Russian Bank Pao Sberbank. Olga Vershinina Bachelor’s thesis. Degree Programme in International Business. Oulu University of Applied Science; 2017; 42.
Rubogora Felix. Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs. 2017; 6(1): 1–11.
Saeedeh Asadpoor, Abolfazl Abolfazli. Effect of Electronic Service Quality on Customer Satisfaction and Loyalty Saderat Bank’s. Int J Sci Study. 2017 Jul; 5(4): 407–411.
Senthil Kumar S, Abirami P. Customer Usage Patterns and Satisfaction of E-Banking Services. International Journal of Advanced Research in Management (IJARM). 2017 Jan–Mar; 8(1): 12–20.
