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

Listed author(s):
  • 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.

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Article provided by University of Craiova, Faculty of Economics and Business Administration in its journal Revista Tinerior Economisti(The Young Economists Journal).

Volume (Year): 1 (2007)
Issue (Month): 8 (April)
Pages: 40-47

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Handle: RePEc:aio:rteyej:v:1:y:2007:i:8:p:40-47
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