 Post-service recovery customer satisfaction in Indian retail banking: a qualitative perspectivePratap Chandra Mandal International Journal of Financial Services Management, 2015, vol. 8, issue 1, 1-17 Abstract: Customer satisfaction is one of the important aspects in any business. Customer satisfaction might be studied from a general perspective or under situational contexts like service failure and subsequent recovery in service delivery. Few researchers have studied post-service recovery customer satisfaction by analysing the dimensions contributing to it. Researchers have also not analysed those dimensions from an exploratory perspective. To address this issue, the dimensions contributing to post-service recovery customer satisfaction in Indian retail banking are studied from a qualitative perspective. Depth interviews and focus group discussions were conducted and analysed based on grounded theory. The analysis included open coding, writing memos, concept generation from the phenomena, index card sorting, axial coding and selective coding. The concepts generated would determine the dimensions which might affect post-service recovery customer satisfaction in Indian retail banking. Keywords: customer satisfaction; service delivery; service failure; service recovery; focus groups; grounded theory; concepts; categories; retail banks; banking industry; India. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijfsmg:v:8:y:2015:i:1:p:1-17 Access Statistics for this article More articles in International Journal of Financial Services Management from Inderscience Enterprises Ltd |
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