Since 2014
A review of customer satisfaction towards service quality of banking sector
Periodica Polytechnica Social and Management Sciences
View Archive Info| Field | Value | |
| Title |
A review of customer satisfaction towards service quality of banking sector
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| Creator |
Ramachandran, Amudha
Chidambaram, Vijayabanu |
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| Subject |
Customer satisfaction; service encounters; intermediaries; quality of service; waiting time and customer complaints.
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| Description |
Service process performance of an organization should be measured continuously to achieve competitive advantage and this is possible through providing excellent service by any organization. The quality of the products or the quality of customer service determines the degree of customer satisfaction. The customer satisfaction not only means, satisfying the customers but also customer retention in case of service failure. The organization should solve the complaints through various service recovery strategies. It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization. The real victory of an organization is based on the degree of loyalty of the customers. This paper attempts to summarize the results of literature review on customer satisfaction towards the services of a bank from five different perspectives namely, service encounters, waiting time of the customer to get the service, role of intermediaries, quality of service provid ed and customer complaints towards the bank. Attraction, retention and enhancement of the customer relationship are essential to maintain, delighted and committed customers, who form the basis for the sustainable competitive position of the bank. This study can also be extended to tourism and hospitality, insurance companies, hospitals, transport corporations, railways, airlines, telecommunications, libraries and other service sectors to assess the degree of quality of service offered by them. |
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| Publisher |
Budapest University of Technology and Economics
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| Date |
2012-01-01
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| Type |
info:eu-repo/semantics/article
Peer-reviewed Article info:eu-repo/semantics/publishedVersion |
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| Format |
application/pdf
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| Identifier |
http://www.periodicapolytechnica.org/so/article/view/1570
10.3311/pp.so.2012-2.02 |
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| Source |
Periodica Polytechnica Social and Management Sciences; Vol. 20, No. 2 (2012); 71-79
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| Language |
eng
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| Relation |
http://www.periodicapolytechnica.org/so/article/view/1570/888
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| Rights |
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access). As soon as the paper is accepted, finally submitted and edited, the npaper will appear in the "OnlineFirst" page of the journal, thus from this point no other internet-based publication is necessary
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