Review of literature customer satisfaction plays a vital role in gearing up the banking sectors and their performance here we have made a short review about the studies relating to the customer satisfaction and the service quality vigg silky et al (2007) stated some of the factors responsible for customer satisfaction. Literature review in service quality 2) literature review in customer satisfaction 3) literature review in financial services sector 4) literature review in other services sector.
Review of literature 21 introduction 22 profile of researcher 42 21 introduction customer satisfaction, bank efficiency, employee satisfaction, atm facility, online banking etc as the key segments for research many studies tried to assess the quality of services offered by the banks customers. Chapter ii review of literature the review of literature is highly useful to design the study as it “determinants of customer satisfaction in retail banking”, international journal of bank marketing, vol14, no7, pp12-20 17 upon ongoing patronage the study concluded that the bank’s features, the. Influenced customer satisfaction least important factor was promotion of the products and various schemes mushtaq m bhat (2005)-this study finds out service quality parameters in bank through servqual and influence of demographic variables. I study of customer satisfaction in the banking sector in libya by haitham ahmed akgam 808834 a thesis submitted to othman yeop abdullah graduate school of business in.
Service quality moderated by customer satisfaction in sum, the problem that the present study is attempting to address is whether any re-lationship exists between service quality, customer satisfaction and customer loyalty in the context of libyan islamic banks customers. Home forums general discussion literature review on customer satisfaction in banks – 192886 this topic contains 0 replies, has 1 voice, and was last updated by abperbigskalri 2 weeks ago log in register lost password viewing 1 post (of 1 total) author posts august 22, 2018 at 6:54 pm #13437 abperbigskalriparticipant click [. Literature review customer satisfaction banking sector download this complimentary white paper and start enjoying a greater culture of debra gilchrist dissertation review of literature on customer satisfaction in banking sector good cover letter for resume how to write a common app essayhelp writing literature review literature review customer satisfaction banking sector purchase.
The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers with a view to authenticate the study, various literatures have been reviewed to identify the research gaps. Literature review in service quality 2) literature review in customer satisfaction 3) literature review in financial services sector 4) literature review in other services sector important among them are stated below. Service quality and customer satisfaction with banks situated in foreign countries: a review of literature the literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers.
Literature review a study on public and private sector banks and their study shows that quality gap between expectations of zhou, l( 2004)- the study analysed impact of service quality in banks on customer satisfaction in china’s retail banking and it was found out that reliability and assurance were the primary drivers of customer. Customer satisfaction in banking introduction aiming for the customer satisfaction is the most challenging task in every organization through the satisfied customers, review of literature customer satisfaction customer satisfaction, a business term,. Chapter 02- literature review- customer satisfaction in call center - free download as word doc (doc), pdf file (pdf), text file (txt) or read online for free. 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.
Mobile banking and credit cards and their impact on customers’ satisfaction by analyzing the problems faced by the customers in india and also tries to explore the factors that lead to customer satisfaction in retail banking in india. Profitability is now seen to depend on high levels of customer satisfaction, the successful targeting of “quality” customers and the retention of those customers literature review: customer satisfaction has been considered the essence of success in today’s highly competitive banking industry.
Review of literature customer satisfaction customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.