Customer Satisfaction Index Model for Indian Banking Industry: A Qualitative Study

Ragu Prasadh R and Jayshree Suresh

Asian Social Science, 2017, vol. 13, issue 1, 114

Abstract: The conventional financial measures have always dominated the business performance evaluation in India. There is a need to augment the current approaches to evaluate the financial health of individual firms and industries. Customer Satisfaction Index (CSI) is one of the best solutions which is a customer-based satisfaction benchmarking system and serves as a standard metric, widely implemented in the United States and Europe. However, there is no such index in India and there is a need for a non-financial, customer-based satisfaction metric. This study is a pilot attempt to develop a Customer Satisfaction Index (CSI) model, specifically for the Indian banking industry. To achieve this, the focus group technique was employed to find the key determinants of customer satisfaction in the banking industry. The comprehensive thematic analysis revealed a total of six themes and nine sub-themes which have been proposed as the antecedents of customer satisfaction in the CSI model for the Indian banking industry. The future research intends to develop instrumentation based on the focus group results and validate the hypothesized CSI model proposed in this study.

Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://ccsenet.org/journal/index.php/ass/article/download/64184/35206 (application/pdf)
https://ccsenet.org/journal/index.php/ass/article/view/64184 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ibn:assjnl:v:13:y:2017:i:1:p:114

Access Statistics for this article

More articles in Asian Social Science from Canadian Center of Science and Education Contact information at EDIRC.
Bibliographic data for series maintained by Canadian Center of Science and Education ().