Customer Satisfaction and Service Quality In Commercial Banks: Exploring the Impact of Technology on Customer Satisfaction in Commercial Banks

Abstract

The banking scenario in India in the post liberalization andderegulated environment has witnessed sweeping changes. The tremendous advancesin technology and the aggressive infusion of information technology had broughtin a paradigm shift in banking operations. Customer satisfaction can beconsidered as the essence of success in today's highly competitive world ofbusiness. Customer satisfaction increases the existing customer loyalty,repurchase process, awareness of the people about the firm, decrease the priceflexibility, the cost of gaining new customers and prevent the customers beingaffected from competitive enterprise.