CUSTOMER SERVICES AND SATISFACTION IN BANKING SECTOR. AN EMPIRICAL STUDY ON INDIAN CONTEXT

      Аннотация: The book entitled “Customer services and satisfaction in banking sector: an empirical study on Indian context” will be a very useful book for the researchers, academicians, professionals and the students in India and across the world. The book primarily emphasized on different traditional and modern services offered by the banks in India after liberalization, privatization and globalization since 1991. The book also presented the qualitative and quantitative paradigm shift in Indian banking sector over the years. The research work also presented here has determined the level of customer satisfaction from the services rendered by the Indian banks. It identified the major factors responsible for customer satisfaction level in the bank particularly on Indian context. The book suggested some measures to enhance the customer satisfaction level in the banks to survive in the turbulent and competitive market.

Ключевые слова: customer satisfaction, Banking, services, Banking Services