Customer Satisfaction in Banking: A Study of<i>Jamuna</i>Bank Limited, Bangladesh

Rana, Masud

doi:10.5958/j.0976-478x.5.2.020

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2019

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“…For the needs of particular banks, observations and interviews with customers are conducted (cf. Rana, 2014). The conducted literature review allowed the authors to distinguish a few research directions.…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Satisfaction in Retail Banking– Current and Future Research Trends

Bugdol¹,

Jemczura²

2019

SPSUTOM

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The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both waysfrom the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.

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Section: Literature Reviewmentioning

confidence: 99%