A Study on Customer Satisfaction in Banking Industry in Sri Lanka

CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better node service. Executives have intercourse that to stand out in a crowded field of view of competitors, customer service is a very critical dower in achieving and maintaining a high level of customer satisfaction. When pressures head for the hills the organization to meet only performance goals and measurements such(prenominal) as overhead absorption, shipping dollar targets, labour efficiency, purchase damage variance and the like, however, customer service often takes a certify seat to these other concerns. The result can be a plunge in customer satisfaction and ultimately, if allowed to continue, erosion in market shares. Because of globalization, internationalization, technical innovations, law deregulations, and market saturation, the current spotlight of the banking industry is changing. The intensity of tilt increases due to new harvestings and function as well as the entrance of competitors from other industries, such as the so-called non- and near-banks. Even more, the continuously growing educational standard as well as better opportunities to earn information induce enormous changes in customer behavior.

Thus, competition for customers becomes more difficult and, packing the growing intensity of competition, the major banks emergency for sustained competitive advantage increases Organisations often think the way to measure customer satisfaction is to examine the number of customer flushs. The problems with this method is that it is reactive, it only responds (if at all) after the event and it does not really measure satisfaction only dissatisfaction. Monitoring complaint levels does not really tell if the customers are any more or less satisfied with the product or service. For example, consider how many times you have been dissatisfied with a product or service - say once a month. straight how many times have you written to complain - perchance once or twice or... If you want to get a full essay, order it on our website: Orderessay

Order your essay at Orderessay and get a 100% original and high-quality custom paper within the required time frame.