A Study on Customers satisfaction of Commercial Banks

Customer satisfaction is measured at the individual level but it is almost always reported at an aggregate level. It can be and often is measured along various dimensions. A hotel for example might ask customers to rate their experience with its front desk and check-in service with the room with the amenities in the room with the restaurants and so on.Customer satisfaction a term frequently used in marketing is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers or percentage of total customers whose reported experience with a firm its products or its services (ratings) exceeds specified satisfaction goals. In a survey of nearly 200 senior marketing managers 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.