000			01432nam a22001577a 4500
999			_c514024 _d514024
008			201001b ||||| |||| 00| 0 eng d
100			_aKumar, Prerna _918115
245			_aMeasuring the emotional dimensions of retail banking experience in non-metro cities
260			_aAbhigyan
300			_a37(4), Jan–Mar, 2020: p.39-48
520			_aCustomers' experience and evaluate the bank's services with respect to its corporate image, which is an expression of their emotions for the bank brand. The purpose of this research is to examine the emotional dimensions of retail banking experience. Survey methodology was used to collect data. Principal Component Factor Analysis technique was applied to ascertain the emotional dimensions as Customer Orientation, Product management, Employee Empowerment, Customer delight, Physical Facilities and Internet Banking. The results are tested for reliability and validity. Further, anova analysis is applied to measure the influence of age, gender and qualification on these emotional dimensions. The research contributes to the knowledge of customer experience by examining how the retail banking experience and its emotional dimensions are conceptualized and managed by practitioners. - Reproduced
650			_aRetail banking experience, Emotional dimensions, Customer experience, Emotion, Customer relations _918116
773			_aAbhigyan
906			_aRETAIL BANKING
942			_cAR