Different scholars have tried to explain service quality and customer satisfaction with the help of financial inclusion, customer retention, customer awareness on modern banking services, mobile cash transfer and macro-financial variables. Hereby, the researchers conclude that there is a dearth of literature in emerging service quality and customer satisfaction in banking sector that can be used as a trigger to examine diversified attributes of service quality and customer satisfaction, especially in the banking sector context.
The dimensions developed by Parasuraman have a constructive and higher impact on the satisfaction of customers [ 35 ].
American Journal of Trade and Policy 1: A Case Study in Penang, Malaysia. A field study of Arab bank in Irbid city, Jordan.
The mediating influence of service quality and organizational oath. In this research paper, the researchers have focused on service quality and customer satisfaction literature that has been receiving significant attention over the last few years.
Among the five dimensions the bank has to concentrate on reliability dimension [ 50 ]. Qualitative Research in Financial Markets 4: Journal of Software 7: The presence of service quality and customer satisfaction in banks may vary in other banking services contexts including technology service, mobile banking service, E-banking and digital divide service and so forth.
More emphasis on creating loyal customers is the need of the hour. Arora D, Saxena A Interrelationship of service quality aspects, customer satisfaction and customer loyalty in banking sector of India: In this regard, this research paper focuses with a purpose to report the findings of existing literature to identify decompose and define the dynamics of quality service and satisfaction of customer towards all banking services in Global scenario including India.
A study on selected Public Sector Banks in India. The maximum satisfaction of customers with respect to a receptiveness dimension - enthusiastic to assist the customers, friendly approach of employees b reliability dimension of customers care. International Journal of Business and Social Science 4: Empathy dimension of the service quality showed the highest significant relationship with customer satisfaction followed by assurance dimension [ 49 ].
Research Implications Service quality and customer satisfaction provided a useful tool for the banking services across the world. International Journal of Business and Economics Research 4: International Journal of Business and Management 5: Limitations of the Study and Scope for Future Research Despite sincere efforts, the study has certain inherent limitations.CHAPTER II REVIEW OF LITERATURE The review of literature is highly useful to design the study as it indicates the research gap.
The divergent perceptual frameworks involving customer satisfaction in the Canadian retail banking sector. Based on their empirical analysis, they have concluded that the determinants of satisfaction. KEY DETERMINANTS OF CUSTOMER SATISFACTION: EVIDENCE FROM MALAYSIA GROCERY STORES Customer satisfaction is critical to retail success.
Concentrating on customer satisfaction has become a 2.
LITERATURE REVIEW Customer Satisfaction. Chapter Literature Review- Customer satisfaction in call center - Free download as Word Doc .doc), PDF File .pdf), Text File .txt) or read online for free.5/5(16). The literature review on service quality and customer satisfaction with banks situated in foreign countries reflects the findings of various professionals and researchers.
With a view to authenticate the study, various literatures have been reviewed to identify the research gaps. identify the relative importance of each factor that contributes to customer satisfaction, (iii). to identify underlying dimensions or factors that explains the correlations among variables and (iv) to make recommendation on service strategy, products as well as customer satisfaction strategy of retail chain stores.
2. LITERATURE REVIEW LITERATURE REVIEW For the survey of existing literature, the research papers published in Journals, extent of planning that the customer undertakes before reaching the store.
With more service, convenience, satisfaction and assured benefits to lure shoppers into the store. Retailers are not creating value for the consumer and also.Download