文章基本信息

标题：A Study on Customer Satisfaction in Indian Retail Banking
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作者：Prof. Jignesh B. Bhatt
期刊名称：Research Hub-International Multidisciplinary Research Journal (RHIMRJ)
电子版ISSN：2349-7637
出版年度：2015
卷号：2
期号：2
页码：6
语种：
出版社：Prakashraj P. Kumavat
摘要：Objective of the study was to study the factors affecting Customer Satisfaction in Retail Banking Sector of India and to find the relationship between Service Quality, Customer Satisfaction and Customer Loyalty. Research design of the study is quantitative and surveys research method has been used in it. Data was collected from Bhavnagar city. Data has been collected through already tested structured questionnaire from 72 respondents. Results of this study show that there is significant relationship between service quality attributes and customer satisfaction. It also revealed that positive relationship exists between customer satisfaction and customer loyalty. With the help of this study we can conclude that service quality leads to satisfied customers and customer satisfaction leads to customer loyalty. In today’s competitive world banks can get competitive advantage by providing superior services to their customers.