Proceedings of the International Conference on Application of AI and Statistical Decision Making for the Business World, ICASDMBW 2022, 16-17 December 2022, Rukmini Devi Institute of Advanced Studies, Delhi, India

Research Article

Understanding Customer Satisfaction in Indian Banking Industry Using Kano’s Model

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  • @INPROCEEDINGS{10.4108/eai.16-12-2022.2326202,
        author={Minakshi  Sati and Neelam  Sharma},
        title={Understanding Customer Satisfaction in Indian Banking Industry Using Kano’s Model},
        proceedings={Proceedings of the International Conference on Application of AI and Statistical Decision Making for the Business World, ICASDMBW 2022, 16-17 December 2022, Rukmini Devi Institute of Advanced Studies, Delhi, India},
        publisher={EAI},
        proceedings_a={ICASDMBW},
        year={2023},
        month={2},
        keywords={content easy interface information pool kano’s model personalisation user satisfaction},
        doi={10.4108/eai.16-12-2022.2326202}
    }
    
  • Minakshi Sati
    Neelam Sharma
    Year: 2023
    Understanding Customer Satisfaction in Indian Banking Industry Using Kano’s Model
    ICASDMBW
    EAI
    DOI: 10.4108/eai.16-12-2022.2326202
Minakshi Sati1,*, Neelam Sharma1
  • 1: Bharati Vidyapeeth Institute of Management & Research, New Delhi
*Contact email: minakshi.sati@bharatividyapeeth.edu

Abstract

As competition is getting intense in today’s business scenario, organization need to identify factors which factors affect a customer more. Banking industry is growing at a very fast rate by offering lots of diversified products and services. So, it becomes very important to identify dimensions of service quality which satisfies a customer. In this research paper dimensions of service quality are identified among Indian banks using Kano’s Model and their impact on user satisfaction. To achieve the above mentioned objective, a thorough investigation into the review of literature was done and various dimensions of banking were considered and then confirmatory factor analysis was used to prove the objective. It was found that Content, Easy Interface, Information pool and Personalisation are significant dimension of service quality in banks.