A mediating role of corporate social responsibility between service quality and customer satisfaction

Banks play a vital role in the economic development of any country. They offer a variety of financial products and services to its customers like Savings and Current accounts, Credit facilities, money withdrawal facilities through ATMs, cheque and draft facilities, online banking facilities, lockers...

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Main Authors: Somasekhar, Dontu, Kumar, Katuri Phani, Kumar, Bhavirisetti Srinivasa, Kumar, Vemuri Vasanta, Sama, Hanumantharao, Tirluka, Chaitanya Lakshmi
Format: Conference Proceeding
Language:English
Subjects:
Banks
Customer satisfaction
Customer services
Customers
Economic development
Loans
Online banking
Social responsibility
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Summary:Banks play a vital role in the economic development of any country. They offer a variety of financial products and services to its customers like Savings and Current accounts, Credit facilities, money withdrawal facilities through ATMs, cheque and draft facilities, online banking facilities, lockers, personal loans etc. As almost all the banks are engaged in offering similar services to its customers, it has become very difficult for a person to choose a bank to avail a service. This research paper focuses on the factors which influence the customers to select a bank to open an account. The study is organized to analyze the customers’ thoughts towards factors of importance to open an account in a particular bank. A sample of about 307 respondents has been involved in the study. The results of the study are indicativeof the various factors that customers give priority. These results can make the bankers to refocus their strategy to attract and retain the customers.
ISSN:0094-243X
1551-7616
DOI:10.1063/5.0143103