provided to customers in HDFC bank and the relative differences attached with the various determinants of service quality using the SERVQUAL model. The findings of the research suggest that customer satisfaction towards service quality in HDFC bank is significantly influenced by Assurance, Tangibility, Empathy, Reliability and Responsiveness. It is found out that empathy has the most significant impact on customer satisfaction and Responsiveness has the least significant impact on customer satisfaction
the number of customers in Mauritius has a major impact in the marketing strategies used by organizations. National and Multinational organizations are straiving to provide customer satisfaction. The buying patterns of consumers' changes occasionally therefore organizations must implement new strategies daily. Marketing mix has a big impact on customer satisfaction nowadays due to an upward trend in this sector. This study describes the impact of marketing mix on customer satisfaction using a case
development programmes in such a way the skills can be imparted to the employees and in such a way they need to provide service to customers. Customer satisfaction is important and it plays a crucial role in case of service sector. Customers play a key role in many businesses like education, hotels, banks
This study is on Mergers and acquisition as a means of improved business performance and customer satisfaction. The Case study of this research is Access Bank Plc. Chapter one of this study is preliminary. It provides a contextual of the study and reviews the statement of the problem. The chapter provides the specific objectives of the study. It raises the major research question that provides the basis for formulating the hypotheses that are tested later in the study. The significance of the study
In the banking sector, loyal customers are more profitable because they stick to the bank and thus easier to serve than those who are not faithful. Bowen and Shoemaker (1998) argues that a small increase in customer loyalty can lead to a substantial increase in profits. Furthermore, the longer the customer remains loyal to the firm, the more beneficial it is to the firm (Kim and Cha, 2002). Reichheld and Sasser (1990) found that firms can increase their profits 2-8% by reducing customer defections
Loyalty In businessdictionaries.com elucidates loyalty as a likelihood of previous customers to continue to buy from a specific organization. In business industry customer’s loyalty is one the most essential value to maintain because the half part of business’ success depends on the customers. Banking institution needs to improvise its system and services to gain more loyal customers. Loyal customers are defined as customers who portray good attitudes towards that particular organization, suggest the
,2002). Customers always want to have better internet banking facilities which are user friendly as well as enjoyable to them. Convenience is one of the main factors while using internet banking Chan (2001). Johnson et al (1995) also agrees with it that convenience is among one of them. Devlin
Customer who are satisfied are said to be loyal. To ensure a consistent cash-flow for the business in the future, customer must be satisfied. Moreover, customer who are satisfied willing to spend more on the product they have tried and will be characterized as customer that are less sensitive in price. Researches suggest that there have a significant relationship between customer satisfaction and economic performance in general (Fornell et al., 2006). By providing customers the value band
true in the information intensive industries, such as banking. It is well known that commercial banks increasingly use IT to gain competitive advantage. Since the mid-1990s, there has been a fundamental shift in banking delivery channels toward using self-service channels such as online banking services. During the past years online banking acceptance has been rapid and currently 55 percent of the private banking in the world has an online banking contract with their bank.
2.1 Introduction of company/organization Bank in general is meant an institution established by law, which deals with money and credit. So it deals with money, receiving it on deposits from customers, honoring customers drawing against such deposits on demand, collecting cheques for customers and lending or investing surplus deposit until they are required for repayment. “The banker’s business is to take the debts of other people, to offer his own in exchange and thereby create money”. Crowthier