Customer Satisfaction on Banking Operations - A Study

Authors

  • Suresh A, Dr. M. Srinivasa Narayana, Dr. P. Vijay Kumar

Abstract

Over the years, the Indian Banking sector was vital for the Indian economy which had a stable and improved performance. The banking sector has retained the customer confidence and satisfaction which has got multiple dimensions varying from person to person and also the place of operation. Banking sector is customer driven sector and the customer service is the distinguished factor which influence the banking industry as a whole. Like all the service sectors, the banking sector is influenced by the continuous updating technologies, economic uncertainties, rapidly changing markets, intense competition among the players and enhanced demands of the customers which impose few challenges to the banks in serving their customers. The customer satisfaction is becoming increasingly important for their growth and inturn the economic development of the country. The paper is aimed at evaluating the customer satisfaction about the Basic Banking Services, Bank Deposit & Credit Facilities, and E-Services & Other Bank Facilities. The study is conducted on 1586 respondents spread across five mandals of Guntur district in the state of Andhra Pradesh.It is observed that there is significant relationship between the mandals and the satisfaction levels on the various services and products offered by the bank.

Keywords: Banking Services, Customer Satisfaction, Banking Sector, Financial Inclusion

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Published

2020-05-18

Issue

Section

Articles