International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Exploring the Determinants of Customer Satisfaction in the Indian Banking Sector

Author(s) Mrs Aishwarya S
Country India
Abstract The constant increase in technology has led to the growth of the customer base, and the spread of other banking options has altered the means of providing banking services, hence customer satisfaction has been affected. Banking is also a customer-focused business, and in a highly competitive market, customer satisfaction has turned out to be the determining factor of the success of a bank. Constructs of customer satisfaction have also changed significantly as the traditional banking practices are replaced with modern banking practices. The banking industry is a service industry and offers various financial services, and regulatory instructions by the Reserve Bank of India. It is conceptual in nature, and for the literature review by primary and secondary data (Google Scholar, Elsevier, Research Gate, and SCOPUS). The paper aims to discuss how the banking industry in India is determined using the constructs of service quality, service charge, perceived value, and customer satisfaction that have been formulated and operationalized. It is hoped that the findings will be used to guide the bank managers on how to formulate operational and marketing strategies that resonate with the preferences of the customers and thus raise the level of satisfaction.
Keywords Service quality, Service charge, Perceived value, Customer satisfaction, Banking industry.
Field Sociology > Administration / Law / Management
Published In Volume 7, Issue 5, September-October 2025
Published On 2025-10-18
DOI https://doi.org/10.36948/ijfmr.2025.v07i05.57900
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E-ISSN 2582-2160
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