ITIHAS The Journal of Indian Management
  • Year: 2019
  • Volume: 9
  • Issue: 4

A Study on Antecedents and Consequences of Customer Satisfaction in Commercial Banks

  • Author:
  • S.C. Vetrivel1, V Krishnamoorthy2, M. Mohanasundari3
  • Total Page Count: 8
  • Page Number: 32 to 39

1Associate Professor, Department of Management Studies, Kongu Engineering College, Perundurai, 638060

2Assistant Professor, Department of Management Studies, Kongu Engineering College, Perundurai

3Assistant Professor, Department of Management Studies, Kongu Engineering College, Perundurai

Online published on 28 May, 2020.

Abstract

The purpose of the research is to investigate the customer satisfaction dimensions of private and public sector banks in Erode. This study has been conducted for the period of December 2018 to march 2019. The researcher employed convenience sampling method for collecting data from the customers. This study identified eight dimensions of customer satisfaction. These are: Conflict Handling, Convenience, Tangibility, Empathy, Technology, Simplified Procedure, Reliability, and Accessibility. Out of identifying dimensions these studies found that there are significant influences on convenience, tangibility, simplified procedure and accessibility on customer loyalty.

Keywords

Convenience, Tangibility, Customer Satisfaction, Customer Loyalty, Technology