Governance of Customer Satisfaction: Evidence from Indian Banking & Financial Services Sector
Journal Title: BEST : International Journal of Management, Information Technology and Engineering ( BEST : IJMITE ) - Year 2017, Vol 5, Issue 7
Abstract
The purpose of this paper is to examine the factors that govern the customer satisfaction in the financial services sector in India. Banking and Financial Services are the backbone of every economy in the globe. India has a diversified financial sector experiencing quick growth of 8.5% per year, both in terms of the strong development of existing financial services firms and new units entering the marketplace. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been applied. A structured questionnaire was developed for this purpose. Results show that perceived value has a substantial impact on customer satisfaction in the financial services sector. Moreover, there is a robust positive association between perceived quality and perceived value. The findings provide more proofs of the important factors and results of customer satisfaction. This study does not measure the mediating role of customer satisfaction in business competency. Future studies could be directed to evaluate the relationship.
Authors and Affiliations
P Suganthi, A P Muthulakshmi
Keywords
Related Articles
- EP ID EP223788
- DOI -
- Views 117
- Downloads 0
Cost-Effective Mapping Using Multi-Stage Bargaining Technique
In current paper, we present an approach to cost effective mapping between Cloud Service Providers (CSPs) and Wireless Body Area Networks (WBANs). This approach is mainly based on resource distribution technique & price...
Real-Time Home Security Using Raspberry PI
Nowadays, fast and automatic identification of personal identities has become important in the factors that disrupt social dynamics such as increasing theft and extortion. In the identification of personal traits, biomet...
Comparative Study Of Robust Estimators Of Location Using Mahalanobis Depth
The sample mean is not a robust estimator of location and thus can produce misleading information when the data are not normally distributed. In this paper we studied three different robust estimators of location and com...
Application of the Bow-Tie Model in Air Transportation Safety Risk Analysis
To improve aviation safety, effectiveness, one should systematically analyze and assess the risks of aviation errors and determine the possible causes. There are many existing risk management methods for aviation, but no...
A Study on Effectiveness of Grievance Handling Mechanism at Lucas Tvs, Chennai
The study surmises the satisfaction of employees, with the procedures for grievance handling. It was comprehended that, the employees were highly satisfied with the mechanism being followed. A grievance is, any disconten...