A Study of Customer Satisfaction & Its Parameters within The Context of Banking

Customer satisfaction measures how well the expectations of a customer concerning a product or service provided by your company have been met. Customer satisfaction an abstract concept and involves such factors as the quality of the product, the quality of the service provided, the atmosphere of the location where the product or service is purchased, and the price of the product or service. Businesses often use customer satisfaction surveys to gauge customer satisfaction. In this research paper the researcher has tried to study the customer satisfaction & its parameters within the context of banking since banking is one of the very important sector which governs the nation. For this study the banks on the basis of their lead position in the 11 major districts of vidarbha region (This lead position of the banks were obtained from the RBI website.) were selected by using the Stratified Sampling Method. The questionnaire which had three parts covering Demographic Information (DI), Switching Cost (SC), Customer satisfaction (CS) and Customer Retention (CR) were distributed among all the selected users by considering the Simple Random Sampling Technique and the conclusion was drawn.