Banking services and customer satisfaction: A study on bank branches in Udaipur district, Rajasthan

It is important that banks deliver quality services which in turn results in customer satisfaction in today's competitive banking environment. Customer satisfaction is important to the success of every business organization. Satisfied customers are loyal to their service provider's. They are ready to pay high service charges because they think the services they are receiving is worth the price they pay for it. In the banking sector, the whole range of activity and generation of income swivels around the customer. It is necessary to identify the key success factors in the banking industry, in terms of customer satisfaction. The main objective of this study is to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory in Udaipur. A questionnaire for this purpose was designed and different statistical methods were applied to analyze the same. The policy implications derived from such statistical findings concluded that bank's management should focus on strength area to confirm them and area of weakness to overcome them.