Assessing Customers Satisfaction through Customer Satisfaction Portfolio
Sustained growth of service business hugely depends upon the level of satisfaction of its customers. Indian Banking Industry is no exception to this phenomenon. After Liberalisation of Indian Banking Industry, many New Private Sector Banks (NPSBs) changed their forms and became proactive. Their a...
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| Format: | Article |
| Language: | English |
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Srusti Academy of Management
2012-06-01
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| Series: | Srusti Management Review |
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| Online Access: | http://www.srustimanagementreview.ac.in/paperfile/847970179_Assessing%20Customers%20Satisfaction%20through%20Customer%20Satisfaction-Dr.%20Alok%20Kumar%20Rai-Vol.%20-%20V%20%20%20Issue%20I%20%20%20Jan%202012.pdf |
| _version_ | 1818581690801455104 |
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| author | Dr. Alok Kumar Rai |
| author_facet | Dr. Alok Kumar Rai |
| author_sort | Dr. Alok Kumar Rai |
| collection | DOAJ |
| description | Sustained growth of service business hugely depends upon the level of satisfaction
of its customers. Indian Banking Industry is no exception to this phenomenon. After
Liberalisation of Indian Banking Industry, many New Private Sector Banks (NPSBs)
changed their forms and became proactive. Their activity changed the market
dynamics of the industry. The resultant was the empowerment of the customers and
hence came the realization on part of the banks to give superior care for the satisfaction
of the customer. It is worth mentioning that many of the initiatives taken by the banks
did not result into what they had planned for (Rai, 2009). A stocktaking of the
satisfaction of customers of the banks thus becomes imperative. The study uses
Kano model to evaluate the level of Satisfaction of customers as it delivers
greater significance to the bank over other commonly used scales as SERVQUAL,
SERVPERF and Banking Service Quality Scale (BSQ). The study not just aims to
identify the level of Satisfaction of the bank customers but also the relative
significance of different parameters of satisfaction in terms of their contribution to
overall satisfaction. |
| first_indexed | 2024-12-16T07:37:30Z |
| format | Article |
| id | doaj.art-7614f91ba58f4769ba61856ccbfb0ea8 |
| institution | Directory Open Access Journal |
| issn | 0974-4274 2582-1148 |
| language | English |
| last_indexed | 2024-12-16T07:37:30Z |
| publishDate | 2012-06-01 |
| publisher | Srusti Academy of Management |
| record_format | Article |
| series | Srusti Management Review |
| spelling | doaj.art-7614f91ba58f4769ba61856ccbfb0ea82022-12-21T22:39:10ZengSrusti Academy of ManagementSrusti Management Review0974-42742582-11482012-06-01VSpl-I127134Assessing Customers Satisfaction through Customer Satisfaction PortfolioDr. Alok Kumar Rai0Associate Professor Faculty of Management Studies Banaras Hindu UniversitySustained growth of service business hugely depends upon the level of satisfaction of its customers. Indian Banking Industry is no exception to this phenomenon. After Liberalisation of Indian Banking Industry, many New Private Sector Banks (NPSBs) changed their forms and became proactive. Their activity changed the market dynamics of the industry. The resultant was the empowerment of the customers and hence came the realization on part of the banks to give superior care for the satisfaction of the customer. It is worth mentioning that many of the initiatives taken by the banks did not result into what they had planned for (Rai, 2009). A stocktaking of the satisfaction of customers of the banks thus becomes imperative. The study uses Kano model to evaluate the level of Satisfaction of customers as it delivers greater significance to the bank over other commonly used scales as SERVQUAL, SERVPERF and Banking Service Quality Scale (BSQ). The study not just aims to identify the level of Satisfaction of the bank customers but also the relative significance of different parameters of satisfaction in terms of their contribution to overall satisfaction.http://www.srustimanagementreview.ac.in/paperfile/847970179_Assessing%20Customers%20Satisfaction%20through%20Customer%20Satisfaction-Dr.%20Alok%20Kumar%20Rai-Vol.%20-%20V%20%20%20Issue%20I%20%20%20Jan%202012.pdfcustomer satisfactionservice quality gapkano modelsatisfaction and dissatisfaction coefficientcustomer satisfaction portfolio |
| spellingShingle | Dr. Alok Kumar Rai Assessing Customers Satisfaction through Customer Satisfaction Portfolio Srusti Management Review customer satisfaction service quality gap kano model satisfaction and dissatisfaction coefficient customer satisfaction portfolio |
| title | Assessing Customers Satisfaction through Customer Satisfaction Portfolio |
| title_full | Assessing Customers Satisfaction through Customer Satisfaction Portfolio |
| title_fullStr | Assessing Customers Satisfaction through Customer Satisfaction Portfolio |
| title_full_unstemmed | Assessing Customers Satisfaction through Customer Satisfaction Portfolio |
| title_short | Assessing Customers Satisfaction through Customer Satisfaction Portfolio |
| title_sort | assessing customers satisfaction through customer satisfaction portfolio |
| topic | customer satisfaction service quality gap kano model satisfaction and dissatisfaction coefficient customer satisfaction portfolio |
| url | http://www.srustimanagementreview.ac.in/paperfile/847970179_Assessing%20Customers%20Satisfaction%20through%20Customer%20Satisfaction-Dr.%20Alok%20Kumar%20Rai-Vol.%20-%20V%20%20%20Issue%20I%20%20%20Jan%202012.pdf |
| work_keys_str_mv | AT dralokkumarrai assessingcustomerssatisfactionthroughcustomersatisfactionportfolio |