CUSTOMER SATISFACTION IN BANKING SECTOR -A special reference in Gadag District
Keyword: Customer Satisfaction, Banking Sector, Customer Loyalty, Service Quality, Security
ABSTRACT: Introduction: The introduce of this paper is to evaluate the customer satisfaction of the banks sector in Gadag district, based on customer perception regarding service quality. Customer satisfaction and service quality have been highlighted by all banking institutions throughout the world with the inclusion in Gadag banking sector. Review of literature: John and Linda (1976), investigated the relationship between expectations, performance and satisfaction. The findings revealed that when a customer judges the performance of a product, he usually compares a set of performance outcomes that are expectations. The product is then likely to be considered as dissatisfactory or satisfactory. Purpose of study: Main purposes of this article paper aims to achieve for determine the main factors influencing the level of customer satisfaction in Gadag banking sector and assess the level of customer satisfaction of the quality of service provided by the Gadag banks. Methodology: This article paper using mainly primary data collected through a well-structured questionnaire. The method of the study Validity and reliability testing of questionnaire using SPSS program for windows version 19The questionnaire has been personally administered on a sample size of 150 bank customers. Data analysis: This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in banking sector in Gadag district. Data analysis on independent variables such as service quality, customer loyalty and security with all these variables influenced consumers satisfaction in Gadag banking sector. Discussion of result: This article paper find the results based on three different independent variables (service quality, customer loyalty and security) showed that all these variables influenced consumers satisfaction in Gadag banking sector. There is a positive impact and significant relationship between the customer satisfaction and two variables (service quality and customer loyalty), and there is a negative relationship between security and customer satisfaction. Suggestion: This article paper suggestion on the highest customer satisfaction is demonstrated in the loyalty area such as affiliation, pertinence between the customers and the banks, followed by the service quality such as willingness to help customer, friendly attitude of staff. Conclusion: Conclude of this article paper to achieve the objectives on determined the main factors that influence the degree of customer satisfaction in Gadag District banking sector, so the result indicated that a less percentage change in customer loyalty leads to more percentage increase in customer satisfaction. Keyword: Customer Satisfaction, Banking Sector, Customer Loyalty, Service Quality, Security
"CUSTOMER SATISFACTION IN BANKING SECTOR -A special reference in Gadag District", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.8, Issue 8, page no.1180 - 1185, August-2023, Available :https://ijsdr.org/papers/IJSDR2308173.pdf
Volume 8
Issue 8,
August-2023
Pages : 1180 - 1185
Paper Reg. ID: IJSDR_208410
Published Paper Id: IJSDR2308173
Downloads: 000347226
Research Area: Commerce
Country: Ankola Taluka / Uttar Kannada district, Karnataka, India
ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Publisher: IJSDR(IJ Publication) Janvi Wave
