Affecting Customer
Satisfaction in
Retail
Banking
A Literature
Review
Pratap Chandra Mandal
Presented by: Mahum Afaf
Customer
Satisfaction
Explanation
Pre purchase expectations
If:
Pre purchase expectations > Post purchase
experience = Dissatisfaction
Pre purchase expectations < or = Post
purchase experience = Satisfaction
Dimensions
Gupta and Dev (2012)
Dimensions (contd.)
Estiri et al. (2011)
Dimensions (contd.)
Singh and Kaur (2011)
Dimensions (contd.)
Ganguli and Roy (2011)
Dimensions (contd.)
Sadeghi and Hanzaee (2010)
E banking
ii. In the light of different service
quality models and theories such
as technology acceptance model,
theory of reasoned action and
theory of planned behavior
iii. Dimensions identified;
convenience, accessibility,
accuracy, security, usefulness,
i.
Dimensions (contd.)
Herington and Weaven (2009)
Dimensions (contd.)
Abdulkarim and Alhemoud (2009)
Dimensions (contd.)
Casal et al. (2008)
Dimensions (contd.)
Pikkarainen et al. (2006)
Dimensions (contd.)
Ahmad and Naser (2003)
i.
ii.
iii.
iv.
v.
Dimensions (contd.)
Levesque and McDougall (1996)
Conclusion
Most dimensions identified through existing
models
These models are not qualitative but quantitative
Individuals can not highlight attributes that apply
specifically to them
No distinct complete model has been formed
Existing models are not recent, rendering them
useless
They vary from place to place
Customer satisfaction is a dynamic process need
for a model which supports that
Qualitative and exploratory research is needed to
come out with accurate distinct results.