An Analysis of Consumers Satisfaction towards Services of Indian Banks: A Study in Moradabad District

Author: Kumar, Vishal & Agarwal, Nisha

Abstract:
Customer satisfaction play a vital role in each and every organization. Without the consumer satisfaction cannot imagine success of any organization. Customers should be satisfied with the products manufactured by manufacturing firms, particularly the products quality and pricing. The banking sector is a service sector that offers a variety of financial services to its consumers. The Indian banking industry operates in accordance with the Reserve Bank of Indias guidelines. Because the banking sector is a service industry, consumer satisfaction is important to its success. This research intends to analyse of consumers satisfaction towards services of Indian banks. For this purpose, we have an analytical study of Indian Banks which provided services in Moradabad district. To find out the Consumer Satisfaction from Banking Services. To determine the majority of services availed by banking consumers. This study is based upon the primary data and secondary data sources. Primary data collected from the banking consumers of different areas of Moradabad district. There were 200 banking customers who responded properly to the questionnaires questions. Questionnaire to determine the level of satisfaction of banks consumers in a variety of aspects. This research paper study also Likert scale analysis to find out the consumer satisfaction. RBI report analysed for consumer complaint.

Keywords: Customers Satisfaction, Banking Industry, Indian Banks, Moradabad District, Likert Scale.

DOI:

International Journal of Trade & Commerce (Vol: 11 Issue:1)