Customer Satisfaction and Service Quality in Banking Sector: Review of Literature

  • Bhupinder Kaur, Dr. CheshtaKayshap


Nowadays, in this highly competitive market place, providing just quality products is not enough to satisfy customers while how product or service is delivered and consumed is equally indispensable and this way creating positive customer experience is required. Where every banking industry wants to survive and succeed in the dynamic market, find out the best way to attain this objective. And they all are working on their core contributor to the success that is the customer. The banking industry cannot neglect the imperative role of customer satisfaction. The present study is qualitative in nature and conducted to find out literature of review on customer satisfaction, customer experience, and service quality in banking sector.