International Journal of Engineering Research in Electronics and Communication Engineering

Measuring Customer Satisfaction in Public Sector and Private Sector Banks: With Special Reference To Banks of Tamilnadu

Author : Sajan Kumar.V ¹

Date of Publication :19th April 2018

Abstract: Today, banking is regarded as a consumer-oriented services industry and banks have started realizing that their business increasingly depends on the quality of the consumer service provided and overall satisfaction of the customer. Relationship marketing has become the most critical aspect to corporate banking success. Today, customers expect higher quality services from banks which, if fulfilled, could result in significantly improved customer satisfaction, and potentially retention levels. This empirical research study focuses on customer satisfaction in public and private sector banking in tamilnadu. It is hoped that this research paper would help the bank management not only in improving the overall level of customer satisfaction but also strengthening the bond between the banks and their customers, thereby helping the banks to retain and/or expand their overall customer base.

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