SERVICE STANDARDS AT NATIONALIZED BANKS: REVIEW OF LITERATURE

REVIEW OF LITERATURE

Hereby enclosed the reviews on the study which where made earlier by the researchers and challenges faced by the previous researcher, which will help in going in-depth to that studies. The related review about the topic under research is limited; an attempt was made to compile the views given by the various people relating to customer satisfaction on banks from various journals.

Luiz Moutinho and Anne Smith1, in their research Introduced a model which posits a crucial role for the evaluation of bank customers’ attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage. The model’s explicit consideration of the effects of bank customer attitudes towards human tellers and automation provides additional explanatory power regarding how the perceived trend towards ease of banking influences bank overall satisfaction, switching and loyalty behaviour.

Josee Bloemer, Tom Brijs, Gilbert Swinnen and Koen Vanhoof 2, in their research studied about dissatisfied customers and measures for dissatisfaction management. They proposed data mining technique called “characteristic rules” to identify latently dissatisfied customers of a Belgian Bank. This study to provide scholars and business management with theoretical, methodological and managerial insights into identifying latently dissatisfied customers.

Lia Patricio, Raymond P. Fisk and Joao Falcao e Cunha3, in their research presented the results of a qualitative study of a Portuguese bank regarding customer use of internet integrated in a multi-channel offering that includes high street branches, telephone banking and automatic teller machines. The results show that performance evaluation is a key factor influencing channel use. The study also indicate that, in a multi-channel context, customer satisfaction with internet services depends not only on the performance of this channel in isolation, but also on how it contributes to satisfaction with the overall service offering.

Abdullah Aldlaigan and Francis Buttle4, in their research investigated the different types of attachment that customers develop towards retail banks. A statistically valid and reliable scale was introduced to measures the forms of attachment. This scale can be used to identify customer organizational attachment profiles that transcend or complement customer satisfaction and provide a basis for relationship longevity.

Nelson Oly Ndubisi and chan Kok Wah5, in their research the results show that five key dimensions, namely: competence, communication, conflict handling, trust and relationship quality, discriminate between customers in terms of perceived relationship quality and customers satisfaction. Moreover bank-customer relationship quality discriminates between satisfied customers and those who are not. This study adds value by unveiling the key antecedents of relationship quality and customer relationship management.