A research on factors affecting customer satisfaction in retail banking

Abstract

Today’s business markets requires a high understanding and respect of the customer. In recent years, every industry around the world facing a difficult situation because of competition. Today, banking is regarded as a consumer-oriented services industry and they have started realizing that their business mostly depends on the quality of the service provided to the consumer and overall satisfaction of the customer. Relationship marketing has become the most critical aspect to corporate banking success. Total 100 respondents have been taken by applying convenience sampling method. The main objective of this paper is to identify all the main factors that influence the customer satisfaction in retail Banking. The research method will help in examining the various factors those results in satisfaction in Retail banking. In the current circumstances of retail banking in India, the question becomes whether the customers are satisfied or not and what are the rudiments of retail banking which lead to the satisfaction or dissatisfaction of its customers.