FACTORS INFLUENCING CUSTOMER SATISFACTION IN BANKING SERVICES

Abstract

In the early days the main banking role of the goldsmiths was to keep in custody other people’s money and lending a part of it. Gradually, these functions were extended, and others were added. As a effect, the essential  of  commerce  upon  banking  has  become  so  great  that in  the modern money economy, the cessation, even for a day or two, of the banker’s activities would completely paralyze the economic life of a nation. Now-a-days, the bankers have to deal with many matters. They serve as custodians of stocks and shares and other valuables. Imports into and exports out of a country are financed by banks and documents relating to the goods so imported and exported, at one time or another, pass through  the hands of the bankers. They have to deal not only with bills of exchange, but also with bill of lading, railway receipts, warehouse warrants and receipts, marine insurance policies and various other documents. As bankers, they advance money on securities, and issue letters of credit, travelers’ cheque, credit cards and circular notes to customers wishing to travel abroad, as also to effect purchases and shipment of goods.The overall aim of this research work was to examine backgroundsas well as extend the body of knowledge and understanding regarding customer satisfaction on primary and technology service offered by public sector banks.