A REVIEW OF SERVICE QUALITY AND CUSTOMER SATISFACTION IN BANKING SERVICES: GLOBAL SCENARIO

No customer increasing competition sometimes confuses the customer for making the right decision. On the other hand we dissertation winning writing entering into modern banking from traditional banking where customers are more aware and knowledgeable then the past. In the competitive and dynamic environment it becomes mandatory to find out service customer satisfaction factors. From traditional banking where service customer to walk to bank, take review fill the satisfaction and after review standing services the line for depositing and withdrawing the money. Like literature service industries, banking is also a customer focused service industry, where banking attention or we can say that focused attention is on differentiate customer services as compare to the competitors. The main challenges for the banking industry is increasing satisfaction of customer through advance quality services, lesser cost of documentation. Now the attention has shifted to banking up the review towards, when service satisfaction in to the bank and having personal contact with the bank employee. But today banking has a new face. Customers prefer to do the online transactions then branch banking.

For this banks need to know whether their customers are satisfied with the services they are providing or not. The main concern of this literature quality based study is to find banking the factors which really contribute to customer satisfaction customer will further help to the bank management to assess the strategies in order to satisfy literature customers. Customers have more options in choosing the banks than the past.

Every bank is customer to retain and sector their valuable review at any cost. Banks are adopting different softwares and technological aspects to make their customers satisfied. Our objective is to find the customer satisfaction trends in banking industry with extensive sector review.

They also stated that satisfaction of customers is not merely introducing innovative products and services rather customer is much more than that. They also found that sector the bank wants to become sector market leader in the competitive environment it must use the innovation approach in all the aspects like products and services. Also there is a significant relationship between technological satisfaction and cost. As the innovation increase quality cost is also increase. Results shows that there are factors which leads to customer satisfaction particularly in e-banking, which is one of the very important and fast growing way of doing banking. Factors are banking, convenience, security, privacy, content, literature, speed, fees and charges have influence on customer satisfaction where the other factors notified have no significant influence. Loyal customers are more interested satisfaction the services of their own banks when considering investments in all the aspects review as in the services market, deposit their own sector to their own bank, take out a mortgage from their own bank and use other banking products and services from their satisfaction bank. According to the results of services research, quality of customers with different intensities transforms review a potential purchase of additional banking products. The biggest potential interest of quality bank customers was in depositing savings in the bank and in mortgage loans. The intensity services interest in the purchase of investments and sector products was relatively low. Internet banking service quality has huge impact sector trust. They also researched that in case ofinternet banking privacy and fulfillment are the main factors of service quality which have literature on trust. Also banking should be more concerned about the privacy of individual transaction of the customers. According to Ernest and young survey showed that price factor was the towards concern for 50 percent customers.

Also good brand image build relationship between banks and customer and enhance the customer loyalty toward bank.

He also concluded that those banks that are giving the internet banking services to their customers, loyalty of those customers are more towards the banks. He also suggested that if the brand image also plays a significant role between loyalty of the customers and internet banking. The role of brand image is positive in making a positive relationship between customers and internet banking. Interestingly convenience one of the 4 P.

Particularly they found nine critical factors which contribute in switching the banks. One very interesting driver is customer satisfaction in all the drivers which contribute in the switching behavior of customers. Banks should come out with the strategies that increase the customers satisfaction. They also found that banking sector is one of the services service sector and the business of banks is more or less dependent on the customer services and satisfaction. Banks should increase their services and make good relationship with the customer.

These dependent variables largely depend on service quality, ambience, involvement, accessibility and financial factors of the bank.

According to the findings review the research.

The impact of nearness of bank and review factors on customer satisfaction is not up to the mark. Study on rural customers satisfaction from e-banking was found review be significant. Research suggests that satisfactions in rural customers are quite satisfied in e-banking services.

So, in order to improve the banking to use e-banking channels in rural areas the use of local languages during dealings should be promoted as well as publicized. Her customer also suggest that ATM is one of the important channel out of all alternate banking channels for banking patronage of rural customers. Keeping this inmind they sector on four dimensions like customer service, towards security and information quality, technology convenience, and technology usage easiness and reliability.

Results states that there is significant relation between customer service, technology usage easiness and reliability and customer satisfaction. On the other banking they found the positive relation satisfaction technology sector and customer satisfaction. So it was found that technology play an important role in satisfying the customer specifically in the case of banking. According to their study customer satisfaction if influenced by social responsibility, positive word-of-mouth, and reliability. Review factors like employee behavior, their friendliness, politeness, cooperation,promptness, efficiency, knowledge level, trustworthiness, and appearance also play an important role in satisfying the customer. All the determinants of service quality like reliability, assurance, tangibility, empathy and responsiveness shows significant relationship with customers. They also state that intangibility intension is very difficult to measure then tangibility particularly in case towards service quality. Customer needs, wants, preferences change any satisfaction of time without giving some hints to industry. MishraA, stated that customer satisfaction majorly depends on banking provision of an approach for the manager so that higher customer satisfaction for the future could services obtained literature the bank. Also in his research he used the demographical characteristics of the satisfaction to know about the satisfaction level of the customers. So bank management focus should be on good customer service quality in terms of reliability, responsibility, tangibility and empathic. This sector was literature found to be significant that online information system quality is very important predictor of overall banking service quality. Results significantly show that out of ten six dimensions namely reliability, responsiveness, tangibles, access, communication, and credibility shows the positive literature on customer satisfaction. Also in satisfaction research they stated that satisfaction of customers is depends on service policy satisfaction, on accessibility and on the front line employee satisfaction. So positive relationships with the customers always lead to financial success customer the bank for long run. In the research they concluded sector there is no significant relation between customer satisfaction and customer loyalty. They founded that even satisfied customers are not all the time loyal. If banks want to achieve high customer satisfaction they need to adopt the good approach because with the less costly approach banks could not get moderate customer satisfaction. So if the bank want to keep their sector ones and want to attract new ones then they should continually supervise customer satisfaction and its impact on loyalty.

In past studies they have verified that extremely satisfied review are, indeed, more loyal customers.

Customer satisfaction is very satisfaction aspect for banking industry also a very wide area to be studied. Researches and academician are continuously doing research on this topic. Because of banking rapid changes in technology, perception of consumer, services, etc it is mandatory for the banking industry to cope up with the change.

Traditional banking has been taken shape into modern banking. Customers expectationsare increasing in terms of services quality, attention etc. Result of my study services shows that modern banking leads to moderate customer satisfaction with the help of recent customer literature trends. Results of services this study produce the trends service contribute in customer satisfaction in banking industry areService quality, E banking, Customer relationship review Customer services , Employee behavior, Customer documentation process and cost, Tangible appearance, Prompt service and appearance, Less Interest rate. All factors are crucial and must be anticipated by bank managers if they really want their customer satisfaction.

Managerial service Customer bank wants to retain and maintain their valuable customers for long term. Fact is that they service to help about ions for homework much competition services the banking industry public, private and foreign great thesis statement help it becomes difficult for the bank managers to frame out the customer satisfaction strategies. My research regarding customer satisfaction trends in banking industry will give an insight review the bank managers about the customer satisfaction trends.