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Factors Influencing Customer Satisfaction In Retail Banking In Delhi And NCR

Keywords: Customer Satisfaction , Banking , Tangibles , Responsiveness , Customer orientation , Standard of facility , Interest rates and other charges , Client participation , Funds transfer system , Accessibility and Other amenities.

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Abstract:

This paper attempts to establish that customer satisfaction and retention arecritical for retail banks in India especially in Delhi and NCR. It also tries to investigatethe major factors responsible for customer satisfaction in the retail banking sector. Itidentifies these factors which include tangibles, responsiveness, customer orientation,standard of facility, interest rates and other charges, client participation, funds transfersystem, accessibility and other amenities.

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