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Constituent Dimensions Of Customer Satisfaction: A Study Of Nationalised And Private Banks


  • Jitendra Kumar Mishra,

    (Prestige Institute of Management&Research, Indore, India)


Satisfaction of the customers is invaluable asset for the modern organizations, providing unmatched competitive edge. It helps in building long-term relationship as well as brand equity. The best approach to customer retention is to deliver high level of customer satisfaction that result in, strong customer loyalty. Satisfaction being a judgment, that a product or service feature or the product or service itself, provides a pleasurable level of consumption related fulfillment, is dynamic in nature. It is the result of interplay of a number of factors, which vary from one product/service category to another. Present study is aimed at exploring the determinant factors and hence developing dimensions of customer satisfaction for nationalized and private banks. Two-stage factor analysis was computed to arrive at the dimensions of customer satisfaction. The study revealed ten factors and five dimensions of customer satisfaction for nationalized and private banks respectively.

Suggested Citation

  • Jitendra Kumar Mishra,, 2007. "Constituent Dimensions Of Customer Satisfaction: A Study Of Nationalised And Private Banks," Revista Tinerilor Economisti (The Young Economists Journal), University of Craiova, Faculty of Economics and Business Administration, vol. 1(8), pages 40-47, April.
  • Handle: RePEc:aio:rteyej:v:1:y:2007:i:8:p:40-47

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    References listed on IDEAS

    1. Kovach, Kenneth A., 1987. "What motivates employees? Workers and supervisors give different answers," Business Horizons, Elsevier, vol. 30(5), pages 58-65.
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    Cited by:

    1. Dhiraj Sharma, 2012. "Does Technology Lead to Better Financial Performance? A Study of Indian Commercial Banks," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 10(1 (Spring), pages 3-28.

    More about this item


    customer satisfaction; private amd public banks.;

    JEL classification:

    • G00 - Financial Economics - - General - - - General
    • G20 - Financial Economics - - Financial Institutions and Services - - - General


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