Business, Management and Accounting
8 years ago

Competition in Indian Retail Banking Sparks Innovation for Customer Satisfaction.

The Qualitative Report
Customer Satisfaction in Indian Retail Banking: A Grounded Theory Approach
Pratap Mandal, Sujoy Bhattacharya

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Customer satisfaction is crucial for the success of banks in India due to intense competition. To understand what factors influence customer satisfaction in Indian retail banking, researchers used Grounded Theory Method to analyze data from interviews and focus groups with banking customers. They identified dimensions that impact customer satisfaction, such as service quality and convenience.