CUSTOMER RETENTION & LOYALTY: A STUDY ON INDIAN BANKS

Authors

  • Ranjit Panda Research Scholar, P.G Dept. of Business Management, F.M University, Vyasa Vihar, Balasore, Odisha
  • Dr. Artta Bandu Jena Asst. Professor,P.G Dept. of Business Management, F.M University, Vyasa Vihar, Balasore, Odisha
  • Dr. Smruti Ranjan Das Asst. Professor, P.G Dept of Business Administration, North Orissa University, Takatpur, Mayurbhanj, Odisha

Keywords:

Customer Loyalty, Customer Satisfaction, Customer Retention, Banking Customers

Abstract

Indian banking is the lifeline of the nation and its people. Banking has helped in developing the vital sectors of
the economy and usher in a new dawn of progress on the Indian horizon. In the recent scenario, there is a throat cut
competition between banks and customers also are willing to switch to bank if they are getting better service at other bank.
The aim of this paper is to study the relationship between customer satisfaction, customer loyalty and retention level related
to banks. The main purpose of this study is to examine how customer retention is affected by the factors of customer
retention. The result suggests that there is relationship between Customer Satisfaction and Customer Loyalty towards bank.

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Published

2018-08-25

How to Cite

Ranjit Panda, Dr. Artta Bandu Jena, & Dr. Smruti Ranjan Das. (2018). CUSTOMER RETENTION & LOYALTY: A STUDY ON INDIAN BANKS. International Journal of Advance Engineering and Research Development (IJAERD), 5(8), 52–59. Retrieved from https://www.ijaerd.org/index.php/IJAERD/article/view/3789

Issue

Vol. 5 No. 8 (2018): Volume 5 Issue 8 August 2018

Section

Articles