CONSTITUENT DIMENSIONS OF CUSTOMER SATISFACTION: A STUDY OF NATIONALISED<br /> AND PRIVATE BANKS
Journal Title: Revista Tinerilor Economisti - Year 2007, Vol 1, Issue 8
Abstract
Satisfaction of the customers is invaluable asset for the modern organizations, providing unmatched competitive edge. It helps in building long-term relationship as well as brand equity. The best approach to customer retention is to deliver high level of customer satisfaction that result in, strong customer loyalty. Satisfaction being a judgment, that a product or service feature or the product or service itself, provides a pleasurable level of consumption related fulfillment, is dynamic in nature. It is the result of interplay of a number of factors, which vary from one product/service category to another. Present study is aimed at exploring the determinant factors and hence developing dimensions of customer satisfaction for nationalized and private banks. Two-stage factor analysis was computed to arrive at the dimensions of customer satisfaction. The study revealed ten factors and five dimensions of customer satisfaction for nationalized and private banks respectively.
Authors and Affiliations
Mishra Jitendra Kumar
Keywords
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