customer satisfaction
1.1 Introduction
The banking industry play pivotal role in the economic development of the country . banks act as catalyst in India’s planning efforts to bring about a rapid, purposive, positive and significant changes in the development of the country. In service industry like banking, the quality of the service acquires significance in the sustained business growth . The quality of the service rendered by bank has a significant bearing on the psyche of the customer. The relationship between a bank and its customer is not a one time, transitory relationship , but a relatively permanent and enduring one . “ Customer is the most important visitors in our premises. He is not dependent on us. we are dependent on him. He is not an interruption in our work. He is he is the purpose of it. Is not outside in our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so”-Father of the Nation, Mahatma Gandhi. The term customer include person who avail of any service for consideration. Improved customer service in bank has now assumed paramount importance with the entry of foreign banks and emergence of private bank. The customer service means generation of range of services designed to meet customer needs, not only to the present customers but also the demand of potential prospective customers. Gone are the days when customers are used to walk into banks and patiently waiting for their products. The banks are not only to develop the innovative product based on customers aspirations but also review the performance of these products and make necessary modifications. Here arise the importance of considering customers as the ‘King of Banks’. Customers service in banks means satisfying the needs of customers at the right time and in a right manner . In the word of V.P Deo (1982)
The banking industry play pivotal role in the economic development of the country . banks act as catalyst in India’s planning efforts to bring about a rapid, purposive, positive and significant changes in the development of the country. In service industry like banking, the quality of the service acquires significance in the sustained business growth . The quality of the service rendered by bank has a significant bearing on the psyche of the customer. The relationship between a bank and its customer is not a one time, transitory relationship , but a relatively permanent and enduring one . “ Customer is the most important visitors in our premises. He is not dependent on us. we are dependent on him. He is not an interruption in our work. He is he is the purpose of it. Is not outside in our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so”-Father of the Nation, Mahatma Gandhi. The term customer include person who avail of any service for consideration. Improved customer service in bank has now assumed paramount importance with the entry of foreign banks and emergence of private bank. The customer service means generation of range of services designed to meet customer needs, not only to the present customers but also the demand of potential prospective customers. Gone are the days when customers are used to walk into banks and patiently waiting for their products. The banks are not only to develop the innovative product based on customers aspirations but also review the performance of these products and make necessary modifications. Here arise the importance of considering customers as the ‘King of Banks’. Customers service in banks means satisfying the needs of customers at the right time and in a right manner . In the word of V.P Deo (1982)