Title: An empirical evaluation of customer satisfaction and customer loyalty towards the services rendered by both private and public sector banks in Tamil Nadu

Authors: V. Mahalakshmi; K. Karthikeyan

Addresses: Department of Management Studies, Saranathan College of Engineering, Venkateswara Nagar, Panjappur, Trichy-620012, India ' Department of Management Studies, Saranathan College of Engineering, Venkateswara Nagar, Panjappur, Trichy-620012, India

Abstract: A bank is a financial institution which provides banking and other financial services to its customers. A banking system is also referred as a system which offers cash management services for the customers, reporting the transactions of their accounts and portfolios, throughout the day. The author conducted a literature search on various services rendered by both private and public sector banks and interviewed 1,040 customers. The study focuses on various services rendered by banks like loan oriented services, front office services, deposit oriented services and infra structure facilities rendered by banks. Statistical tools like SEM analysis, Karl Pearson's coefficient, two-way table, chi-square test, Garrett's rank, and discriminant analysis are used to analyse the data. With the help of analysis causes were identified and through correcting the causative factors and to overcome such cause valuable suggestions were provided to the banks.

Keywords: banking services; loan oriented services; deposit oriented services; infra structure facilities.

DOI: 10.1504/IJBEX.2018.094706

International Journal of Business Excellence, 2018 Vol.16 No.2, pp.233 - 255

Received: 25 Jan 2017
Accepted: 26 Aug 2017
Published online: 12 Sep 2018 *

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