Service Failures and Recovery Strategies in Retail Banking: A Study in Madurai City

Harris T Rajan
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Harris T Rajan: Madurai Kamaraj University

Shanlax International Journal of Economics, 2018, vol. 6, issue 3, 38-46

Abstract: Retention of customers in the bank is really a challenge to bankers. Customers have many options for banking and if they meet with any service failure and not responded properly, they immediately consider switching to other banks. Building customer loyalty and satisfying customers are important at this juncture. The article discusses the service failures and recovery strategies in retail banking in Madurai city.

Keywords: Service Failures; Service Recovery; Retail banks (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:acg:journl:v:6:y:2018:i:3:p:38-46

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