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Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. InFile Size: KB · Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, ). It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience (Oliver, ) The literature review prepared for this study on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ]
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The literature review prepared for this study on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ] · Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, ). It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience (Oliver, ) Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. InFile Size: KB
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9 the level of customer satisfaction in retail banking. The authors review the literature and 10 organize the main research areas. In addition, they undertake a discussion and review of current 11 directions of customer satisfaction studies and propose new directions resulting from current 12 research gaps. The problem of customer satisfaction surveys has been · He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty. In the last of the study he have discussed that banking service providers should follow right course of action to win customer satisfaction by providing better service Estimated Reading Time: 10 mins · Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, ). It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience (Oliver, )
Literature Review on Customer Satisfaction Dr. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. InFile Size: KB 9 the level of customer satisfaction in retail banking. The authors review the literature and 10 organize the main research areas. In addition, they undertake a discussion and review of current 11 directions of customer satisfaction studies and propose new directions resulting from current 12 research gaps. The problem of customer satisfaction surveys has been The literature review prepared for this study on service quality and satisfaction of customers in all banks (both public and private) situated in India reflects the findings of various professionals based on their studies. In order to retain the valued customer, it required to enhance the customer satisfaction [ 42 ]
9 the level of customer satisfaction in retail banking. The authors review the literature and 10 organize the main research areas. In addition, they undertake a discussion and review of current 11 directions of customer satisfaction studies and propose new directions resulting from current 12 research gaps. The problem of customer satisfaction surveys has been · Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or service (Gundersen, Heide and Olsson, ). It is the result of an evaluative process that contrasts prepurchase expectations with perceptions of performance during and after the consumption experience (Oliver, ) satisfied customers can be loyal customers, the literature furthermore reveals that services quality. Customer’s satisfaction will make a great foundation for return business and they may also bring in their friends and associates. Other authors have brought out theories relating customer satisfaction and service
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