OPINION OF THE CUSTOMERS ON THE VARIOUS DELIVERY CHANNELS OPERATED BY THE SELECTED BANKS IN COIMBATORE CITY
Customer satisfaction is the key for any business as it leads to profitability and ultimately it is for customers ‘retention. Today, banks are connecting the customers through enhanced services with quality as major parameter. Such revolutionized change and dynamic market environment raises the question about the customers’ satisfaction or dissatisfaction and also the related elements of retail banking becoming reason for customers’ satisfaction and dissatisfaction. This research article concentrates on the customer’s satisfaction on the various delivery channels operated by the bank. The opinion of the respondents were collected from 600 respondents from the various banks (Public, Private and Foreign Banks) operating in Coimbatore City.
KEYWORDS: Customer satisfaction, profitability, market environment, banking industry