Purpose: The purpose of this paper is to study the impact of service delivery on customer satisfaction in retail banking in Cochin Corporation. Research Design: Exploratory, Descriptive and Conclusive Research Design were used in this Research. Sampling Design: Sample unit of the study was taken as an individual who uses retail banking services in Cochin Corporation. The total sample size was taken as 50. The researcher has applied non probability sampling technique (convenient sampling) in order to gather first-hand information from the sample respondents. Findings: Fulfillment and Privacy indicated the highest correlation with customer satisfaction. It is clear from the analysis that fulfillment has the greater impact on Customer satisfaction and the least is efficiency. Research limitations/implications: The present study is limited to retail banking users in Cochin Corporation. It is confined only to major retail banking services and other retail banking delivery channels such as ATMs, Telephone banking, Mobile banking etc. we’re not considered in the current study. Only respondents from the selected bank branches were considered for the present study. The customers of all banks were not included because of the time limitation and vast population. Originality/Value: Contributes to the literature regarding the impact of service quality dimensions of retail banking on customer satisfaction.
Volume 11 | 04-Special Issue
Pages: 1002-1008