Client satisfaction in Indian banks: an empirical study
Abstract
Purpose The purpose of this paper is to identify the factors impacting customer satisfaction in Indian banks and analyze their effects the level of customer satisfaction through a regression analysis. The primary contribution of this study is the analysis and resulting insights on the critical factors impacting client satisfaction within the Indian retail banking sector. Design/methodology/approach A 28 item questionnaire was prepared based on...
Paper Details
Title
Client satisfaction in Indian banks: an empirical study
Published Date
Jun 15, 2012
Journal
Volume
35
Issue
7
Pages
617 - 636
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