2022, Vol. 3, Issue 2, Part C
Customer satisfaction on E-commerce of public and private banks in Parbhani district of Maharashtra
Author(s): Dr. Satyanarayan Radhakishan Rathi
Abstract: In the banking sector higher service quality is related with higher customer satisfaction. There are no recognized standard scales to measure the perceived quality of a bank service. Service quality dimensions are the only way to analyze the service quality of the organization and easy way to find out the expectation of the customer’s. One of the important issues related to service quality and the dimensions of service quality and the measurement tools of Parasuraman et al. (1988) SERVQUAL model. The service gap (Perception and Expectations) scores are considerably lower for private banks in comparison to Public banks for the service dimension tangible, reliability, responsiveness, assurance and empathy. Banks have to understand changing needs of customers, aspirations and expectations to create value. Employees are part of the customer service process, which is a critical element for building customer loyalty. The highest customer satisfaction is demonstrated in the responsiveness area such as willingness to help customer, friendly attitude of staff and customer guidance. The moderate satisfactions are in the tangibles area, such as infrastructure facilities. Overall from this study it can be concluded that customers' expectations are more with the private banks.
Pages: 168-176 | Views: 120 | Downloads: 50
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How to cite this article:
Dr. Satyanarayan Radhakishan Rathi. Customer satisfaction on E-commerce of public and private banks in Parbhani district of Maharashtra. Asian J Manage Commerce 2022;3(2):168-176.