Service Quality and Customer Satisfaction in Banking Industry
An Indian Perspective
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To meet all challenges, the banking industry will have to make effective strategies related to the quality of customer services and customer satisfaction. The present study is significant as it is focused on examining and exploring the customer's expectations & perceptions of service quality and level of customer satisfaction in the banking industry. This book provides a major input to the banking industry to devise new strategies regarding service quality and customer satisfaction and to bring necessary changes in the customer service system. The focuses on these issues and specifically makes...
To meet all challenges, the banking industry will have to make effective strategies related to the quality of customer services and customer satisfaction. The present study is significant as it is focused on examining and exploring the customer's expectations & perceptions of service quality and level of customer satisfaction in the banking industry. This book provides a major input to the banking industry to devise new strategies regarding service quality and customer satisfaction and to bring necessary changes in the customer service system. The focuses on these issues and specifically makes an attempt to answer the following research questions.1. What is the perception of the customers of various facilities companies in the service sector provide? 2. What are the expectations of the customers from various facilities companies in the service sector provide? 3. Is there any gap between the customer's perception & expectations (service quality gap)? 4. What is the level of customer satisfaction? and 5. what is the relationship between service quality and customer satisfaction?
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