Literature review since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction. Review of literature w literature review in service quality w literature review in customer satisfaction the study of service quality of banking services and satisfaction level of bank customer has to start with a review of earlier works conducted and.
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. Measuring customer satisfaction in banking sector: with special reference to banks of surat city literature review: customer satisfaction has been considered the essence of success in today’s highly competitive to know the satisfaction level of customers of bank in each service dimension.
Customer satisfacton literature 1 levesque, t and mcdougall, ghg (1996), the study investigated the major determinant of customersatisfaction and future behavioral intensions in the retail banking sector that service problems and the bank’s service recovery ability have a major impact oncustomer satisfaction and intention to switch. Literature review of customer satisfaction of bank literature review on customer satisfaction free essays a literature review on customer satisfaction introduction both public and private sectors have given much attention to the concept customer relationship bank,. Review of literature aurora and malhotra (1997) studied the level of customer satisfaction and marketing strategies in both private and public sector banks in india it revealed six factors of customer satisfaction in public sector banks viz, routine operations, price, situational environmental technology and interaction. Customer relationship bank, customer, review of literature customer satisfaction customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.
Chapter 02- literature review- customer satisfaction in call center - free download as word doc (doc), pdf file (pdf), text file (txt) or read online for free. Review of literature 21 introduction 22 profile of researcher 42 21 introduction customer satisfaction, bank efficiency, employee satisfaction, atm facility, online banking etc as the key segments for research many studies tried to assess the quality of services offered by the banks customers.
From the review of literature it can be inferred that performance of service delivery can result in level of customer satisfaction 3 theoretical framework 31 311 instruments to measure service quality servqual model the service sector is expanding at an increasing rate and is becoming intensely competitive (chen, gupta and rom, 199424.
Chapter ii review of related literature this chapter emphasizes on discussion of the evolution of the literature on customer satisfaction, then the relationship between customer satisfaction conjoint experiments ´ the international journal of bank marketing, vol18 no4 (2000),. The discussion of the theories of service quality, customer value, customer loyalty, customer satisfaction and buying- decision process were made in literature review to analyse the problem of the bank properly.
A study on customer x27s satisfaction towards banking services of state bank of india in review of literature aurora and quotcustomer satisfaction: importance of customer satisfaction in banking industry the discussion of the theories of service quality, customer value, customer loyalty, customer satisfaction and buying- decision process were. Customer satisfacton literature 1 levesque, t and mcdougall, ghg (1996), the study investigated the major determinant of customersatisfaction and future behavioral intensions in the retail banking sector.