A STUDY ON INFLUENCE OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO RETAIL BANKS IN CHENNAI

Abstract

In this scenario the service quality dimensions are considered as independent variables and customer satisfaction as well as customer loyalty is considered dependent variables. A satisfied client is the best individual to generate positive word of mouth for a retail bank. Banking institutions all over the globe have acknowledged the importance of customer satisfaction and of developing and maintaining enduring relationship with their customers as two crucial parameters leading to increased job performance. This article describes the influencing factor on customer satisfaction in the selected area. The influence of the service quality dimensions on customer satisfaction is estimated through the Linear multiple regression analysis. Retail banking is a service industry and delivers its services to the consumer.