INTRODUCTION OF BANK MEASURING CUSTOMER SATISFACTION AND IMPROVING SERVICE LEVELS
The significance of customer satisfaction and the development and maintenance of durable relationships with customers as two essential aspects leading to greater corporate profitability has been acknowledged by banking institutions throughout the world.Download customer satisfaction and improving service in banking sector pdf.
Several financial organizations are simultaneously seeing an increase in the degree of discontent among retail customers. According to research, bank clients continue to migrate to other banks mostly due to their unhappiness. Numerous factors might be to blame for this discontent.
OBJECTIVES
- First off, if they’ve had a good overall experience, your present clients are far more inclined to establish new accounts or utilize more services.
- When a customer buys a property, they could establish a savings account in addition to their checking account and work with you for their mortgage.
- Customers’ experiences with their banks determine which bank have a competitive edge over others as everyone offers almost identical goods and services and there is little potential for price competition.
- Banks may truly try to differentiate out by offering a fantastic client experience in two different areas.
LITERATURE REVIEW
Every country’s economic progress is greatly influenced by the banking industry, a significant portion of the service sector. In contemporary times of fierce competition, banks are quite precise about determining their customers’ demands and how well those needs may be supplied.
By offering their clients top-notch banking services and cutting-edge, creative goods, they consistently battle and come up with new ways to set themselves apart from their competitors.
CONCLUSION
As a consequence, in order to adapt to the shifting market environment, banks must both maintain current clients and draw in new ones with higher-caliber services. The research clearly shows that there is a significant link between customer happiness and service quality. Banks must raise the level of their services in order to meet client expectations if they want to guarantee customer pleasure.
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