2015•Unpublished venueRequires access

Dimensions Affecting Customer Satisfaction in Retail Banking: A Review

Pratap Chandra Mandal

Abstract

Customer satisfaction is an important aspect in today's competitive business scenario. This is especially true more for the services sector. Banking constitutes an important aspect in the business scenario. Banks will not be able to serve their customers unless they are aware of the requirements of their customers. These requirements might be known from the various dimensions of customer satisfaction in retail banking. For this reason, it becomes important to understand the dimensions affecting customer satisfaction in retail banking. This paper reviews the literature with respect to finding the dimensions affecting customer satisfaction in retail banking and comes out with some suggestions which need to be followed in finding the dimensions. Keyword: customer satisfaction, dimensions, literature review, measurement, qualitative research, retail banking.

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Key concepts: Customer satisfaction, Business, Marketing, Retail banking, Customer retention, Customer to customer, Customer advocacy, Customer delight