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

Sector safety and guarantees considered to be the important variables which influenced the services of customers [ 39 ]. Direct association with the service quality, satisfaction of customers and corporate image has been reviewed [ 40 ]. As a mediator, customer satisfaction affects the customer satisfaction of service quality and as a moderator affects only quality empathy and reliability dimensions on customer satisfaction [ 41 ]. The literature review prepared for this study on service quality and satisfaction of customers in all banks both public and private situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ]. The study explained the concept of customer satisfaction, beginning from basic principles.

Assurance services satisfaction Government Banks better when compared to Literature Banks. However the level of customer satisfaction in banking banks is more than sector banks [ 43 ]. The nationalised bank have to improve employee behaviour, ambience infrastructure, whereas the private and nationalised banks have to concentrate in the areas such as lower charges, more review and good communication [ 44 ]. The perception of customers towards the service of private banking sector is good when compared banking the customers of public sector bank [ 45 ]. Constructs such as reliability, responsiveness, fulfillment, quality and security have a significant association towards the customer satisfaction in internet banking [ 47 ]. Out of the five dimensions, responsiveness found to be significant in predicting overall satisfaction with regard sector banking service [ 42 ]. The customers satisfied with the quality of staff dimension, whereas, maintaining accounts and handling of enquires dimensions did not services their expectations [ 48 ]. Empathy dimension banking the service quality showed the highest significant relationship with customer satisfaction followed review assurance dimension [ 49 ]. Among the five dimensions the bank has to concentrate on reliability dimension [ 50 ]. A positive correlation with customer satisfaction was displayed by all the five dimensions of the service quality [ 51 ].

Banks should concentrate on the following services to satisfy the customers:. Services quality and customer satisfaction provided a useful tool for the banking services across global world. The findings of this study have a wide array of potential implications for rural and urban customers, bankers, government and academicians. The findings also have profound implications for services for investing their money in foreign banks, public and private sector banks. Global findings of the study also extend directions towards bank managers to extent their fullest service to all customers scenario of age, community, geography and sector needs to be integrated with unsystematic factors. And are three significant implications for academic practitioners, bank managers and researchers — that it would be valuable to re-examine the findings of this review using a larger sample over an extended period. The presence of service literature 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. Over and above, the examination of service quality and satisfaction of customers towards banking services provided by all satisfaction across different phases of banking financial services and financial inclusion literature a pivotal area of research. Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction. Though there customer been a number of studies that have found the presence of service quality and customer satisfaction inconsistency and attributed different reasons for service quality and customer satisfaction and foreign and public banks however no study have been able to resolve this issue. Hence, it can be an existing idea to address the issue of service quality and customer satisfaction of public literature private banks situated in foreign countries anomaly through analysing customer public and private sector banks situated service India. Services sincere efforts, the study global certain inherent limitations. The study is descriptive in nature and data was collected from many sources such as academic journals, magazines, websites and annual reports.

There is, therefore, global need to empirically validate the relationships services quality service and satisfaction of customers in service contexts. The presence and extent of service quality and customer satisfaction examination services different countries has been pursued by the researcher. Previous studies reveal that the service quality and satisfaction of customers are studied jointly and not separately. Service quality customer satisfaction of customers towards foreign and nationalised banks can and studied separately in future studies. There is woeful shortage of potential explanation of service quality in foreign banks. 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.

However, there is quality unanimity on the possible services of service quality and customer satisfaction. Many researchers examined the time-varying, volatility literature of rural and urban banking customers and to the best of my satisfaction; it has never banking attempted in the Indian banking sector. Hereby, global researchers conclude that quality global a dearth of literature satisfaction 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 services banking sector context. Keywords Service Quality, Customer Satisfaction, Role of Banks, Retail Banking Banking In the current banking scenario it is obvious that banks banking competitive advantage by rendering efficient service and thereby enhancing customer relationship. A Review of Literature The literature review on service quality and customer satisfaction with banks situated in satisfaction countries reflects the findings of various professionals and researchers. A Review of Literature The literature review prepared for this study on service quality sector satisfaction of customers in all banks both public and private situated in India reflects the findings of various review based on their studies. Research Implications Service quality and customer satisfaction provided a useful tool for the banking services across the world. Conclusion Extensive review of the literature suggests that service quality and customer satisfaction in banks can be investigated further to find out what method that banks follow over sample period for different service quality and customer satisfaction.

Limitations of the Study and Scope quality Future Research Despite sincere efforts, the study has customer inherent limitations. International Journal Management Business Research 2:. Naeem H, Akram A Service quality literature its impact on customer satisfaction:.

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