Customer Satisfaction in Indian Banking Services: Problems and Solutions
Author(s): Uttam Kumar Purbey
Abstract: Customer satisfaction is playing a significant role in all organizations. In products manufacturing organizations, customers should be satisfied with the products especially quality and price of the product. Banking industry is the service industry and providing various financial services to its customers. Indian banking industry is rendering their services according to the directions of Reserve Bank of India. As banking industry is service providing industry and customers’ satisfaction is vital in its business. This study tries to get various problems or satisfaction of banking customers in India regarding physical resources, courteous services, committed services and assurance etc. It is observed that mostly customers are satisfied with the banking services but some low satisfaction regarding the responsiveness and individual attention of customers by the banks employees. Customers are dissatisfied because of nature and behavior of the banking employees. There is discrimination in behavior of employees according to the profession of the customers. This leads to provide special training to change attitude of the employees towards customers. The customers are encountering problems might be because of insufficient staff or staff should be behaviourally equipped with to satisfy their needs to enhance satisfaction level.