Literature review on customer satisfaction in banks

He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty Customer satisfaction (CS) has attracted serious research attention in the recent past. Data has been collected over purposive sampling method and. The other specific objectives of the study are: 1. 1996) 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. They will buy a lot from you and will give you a large share of their business. REVIEW OF LITERATURE: Consumer satisfaction is one of the essential outcomes to market activity (Spreng et al. Keywords: Customer delight, digital banking, public sector banks Sunith (2019), Studied about “Customer Satisfaction in E-Banking Services” in which he has found that Core banking solutions have enabled banks to extend full benefits of ATM. Literature Review A brief review of the existing research in this field has been presented. In Bangladesh, e-banking facilities are yet to be fully developed although some technology driven products and services have been in operation over the last few years customer satisfaction as an important strategic success indicator. 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 as an important strategic success indicator. , 2019; Mittal, Agrawal and Gupta, 2019). This would not only ensure better customer relations but also loyalty among them, which is very critical and important in today’s competitive world. Banking are the notion that electronic banking and payments will cut banks ‘costs, increase banks ‘revenue growth, and make banking more convenient for customers and improve bank-customer relationship (Ngugi, 2013). Hypotheses are developed based on the constructed conceptual framework which derived from e-banking and customer satisfaction literature. Failure to meet needs and expectations is assumed to result in dissatisfaction with the product or service various articles and studies that have been done regarding the digital banking and customer delight. The literature review prepared for this study dissertation on kamala markandaya on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. Peer Reviewed International Journal Vol. Customers' purchasing intentions in the banking sector are heavily influenced by literature review on customer satisfaction in banks customer satisfaction. This paper is based on extensive literature review and attempts to investigate how the. (Thakur, 2011) has presented that how service quality and customer satisfaction is related to customer’s loyalty in Indian Banking sector’s perspective. REVIEW OF LITERATURE Abu-Mu'amar (2005)1 found a strong, statistically significant relation between the customer's satisfaction and. E-banking is the waves of the future. 264135 ABSTRACT Bank plays a very important role in the economic development of a country. The results from the survey indicated that customers find it difficult to use internet banking services, which leads to a decrease in the adoption of internet banking. Customer satisfaction (CS) has attracted serious research attention in the recent past. The banks can do this by building a strong relationship with the customers various articles and studies that have been done regarding the digital banking and customer delight. LITERATURE REVIEW Customer Satisfaction and Islamic Banking System Customer satisfaction is known as a factor for an organization in determining its success Happy and satisfied customers behave in a positive manner. To analyze the perception of customer on CRM as a tool of banking sector in retention of customers in general 3.. It can provide speedier, faster, reliable services to the customers for which they are relatively happy customer satisfaction as an important strategic success indicator. Customer satisfaction in retail banking… 71 1 3. 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).

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Literature Review E-Banking in Bangladesh. But customer satisfaction is highly effected by the other factors like experience, purchase decision, service provider, price, etc. Automation of operations within the branch. This research is based on primary informations obtained from customers of Public and Private sectors banks in India. Offensive and poor attitude and behavior on the banks staff in their dealings with actual and potential customers Inadequate facilities and equipment required to provide modern banking services. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms. E-Banking has become one of the essential banking services that can, if properly implemented, increase customer satisfaction, and give banks a competitive advantage. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ] The study is conducted on the consumer satisfaction towards the services rendered by SBI. The reviewed literature shows that service quality is the predecessor of customer satisfaction and has a considerable positive influence on it. Customer satisfaction as an important strategic success indicator. This could be witnessed by exploring the literature regarding customer satisfaction in banking industry. SBI is an Indian multinational, public sector banking and financial services statutory body. On the other hand customer primary homework help religion satisfaction emerged to be cornerstone of increased demand of banking services and indeed, is recognized as a key business strategy of every bank. However, almost every Nigerian bank encounters similar. Therefore, this review explains the reliability and how it helps fitness industry based on the framework. Customer satisfaction is derived largely from the quality and reliability of your products and services. A bank is a money related foundation. In less technical terms, literature review on customer satisfaction in banks 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. 3 March 2014 CKPIM BUSINESS REVIEW 12 A Study on Customer Satisfaction of HDFC Bank with Special Reference to Automated Teller Machine in Vapi Region Dr. Yadav** ABSTRACT This paper is an attempt to identify the customer satisfaction level at HDFC bank in context. , 2016; Ali and Raza, 4 2017; Zimonjić, 2018; Vencataya et al. To review the literature on the concept and use of CRM in banking sector 2. To find the level of customer satisfaction on digital banking. Overall, Customers of Private and Public sector banks are satisfied except some. Knowing the relative importance of service quality dimensions can help the banking industry focus on what satisfies customers the most customer satisfaction as an important strategic success indicator.