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SERVQUAL for a Satisfied Customer

Pankaj Rai, Anish Sahu, Prashant Pawar, Kishan Prajapati, Pooja Rajodiya, Monika Monika, Sandhya Sandhya

Abstract


Customer satisfaction is crucial for the profitability of retail banking, as retaining customers is more cost-effective than acquiring new ones. With the evolution of retail banking, including the expansion of banks, branch closures, and the rise of internet banking, it is essential to assess customer satisfaction and identify the factors influencing it. Understanding current satisfaction levels and key determinants allows banks to focus on areas that significantly enhance customer satisfaction. Notably, in-branch factors such as staff competence, branch location, and convenience are pivotal in influencing customer satisfaction in retail banking.

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References


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