Assessment of customer satisfaction in banks: an empirical study
By: Nazir, Nazir A.
Material type:
ArticlePublisher: 2002Description: p.14-20.Subject(s): Banks
In:
Business ReviewSummary: The most significant and probably the prominent outcome of the deregulation and relaxed economic endeavours has been the rise in the customer expectations, awareness and rights. As such, signaling clearly to almost all the organisations especially in the service sector to consequentially devise their strategies and policies. While some organisations with a proactive stance have shown desired and genuine concern for customer as a raison d'etre, some are still reactive and indifferent to these latest developments, especially in relatively less competitive environs. Against this backdrop, the present study was undertaken in a most upcoming bank in the State of J&K with a specific objective of assessing the customer satisfaction in the concerned bank. Using means and mean percentages, the results of the study reveal that customers are satisfied with the bank's services. However, these results need to be taken with caution, as the study was restricted to the Srinagar city where the customer has little chance of making service comparisons in the absence of any other competitive and advanced bank available. - Reproduced.
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Articles
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Indian Institute of Public Administration | Volume no: 9, Issue no: 1 | Available | AR56884 |
The most significant and probably the prominent outcome of the deregulation and relaxed economic endeavours has been the rise in the customer expectations, awareness and rights. As such, signaling clearly to almost all the organisations especially in the service sector to consequentially devise their strategies and policies. While some organisations with a proactive stance have shown desired and genuine concern for customer as a raison d'etre, some are still reactive and indifferent to these latest developments, especially in relatively less competitive environs. Against this backdrop, the present study was undertaken in a most upcoming bank in the State of J&K with a specific objective of assessing the customer satisfaction in the concerned bank. Using means and mean percentages, the results of the study reveal that customers are satisfied with the bank's services. However, these results need to be taken with caution, as the study was restricted to the Srinagar city where the customer has little chance of making service comparisons in the absence of any other competitive and advanced bank available. - Reproduced.
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