Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India

• Main Authors: Gupta, Bhumika, Ranjan, Jayanthi, Kadam, Saurabh
• Other Authors: Département Management, Marketing et Stratégie (IMT-BS - MMS), Télécom Ecole de Management (TEM)-Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Business School (IMT-BS), Institut Mines-Télécom Paris (IMT), Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) (LITEM), Université d'Évry-Val-d'Essonne (UEVE)-Institut Mines-Télécom Business School (IMT-BS), Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Paris (IMT), Institute of Management Technology Ghaziabad (IMT), LITEM-IMO
• Format: Conference Object
• Language: English
• Published: HAL CCSD 2018
• Subjects: [SHS.GESTION]Humanities and Social Sciences/Business administration; Reykjavík; Iceland
• Online Access: https://hal.science/hal-02337651

International audience Retail branch banking is one of the key business segments for banking industry. With recent changes like demonetization and digitization banking industry in India has undergone major changes. Rising consumer demands and stiff competition has resulted in product and service quality offerings of banks. There are various factors which determine the customer satisfaction level and service quality in retail branch banking. Small and medium enterprises in India are growing at a substantial rate. They are the potential key customers for the banking industry. The present study consists of the factors which small and medium enterprises consider while choosing the bank. It also analyses the major pain points small and medium enterprises face while dealing with the banks.