Title: Post-service recovery customer satisfaction in Indian retail banking: a qualitative perspective

Authors: Pratap Chandra Mandal

Addresses: VIT Business School, VIT University, Room no. 510 A07, Silver Jubilee Tower, Vellore 632 014, Tamil Nadu, India

Abstract: Customer satisfaction is one of the important aspects in any business. Customer satisfaction might be studied from a general perspective or under situational contexts like service failure and subsequent recovery in service delivery. Few researchers have studied post-service recovery customer satisfaction by analysing the dimensions contributing to it. Researchers have also not analysed those dimensions from an exploratory perspective. To address this issue, the dimensions contributing to post-service recovery customer satisfaction in Indian retail banking are studied from a qualitative perspective. Depth interviews and focus group discussions were conducted and analysed based on grounded theory. The analysis included open coding, writing memos, concept generation from the phenomena, index card sorting, axial coding and selective coding. The concepts generated would determine the dimensions which might affect post-service recovery customer satisfaction in Indian retail banking.

Keywords: customer satisfaction; service delivery; service failure; service recovery; focus groups; grounded theory; concepts; categories; retail banks; banking industry; India.

DOI: 10.1504/IJFSM.2015.066558

International Journal of Financial Services Management, 2015 Vol.8 No.1, pp.1 - 17

Received: 24 Dec 2013
Accepted: 13 Jul 2014

Published online: 24 Dec 2014 *

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