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A Study on Customer Satisfaction on Banking and Services at Central Bank of India (Chirimiri Branch)
Subject area: Management and Commerce · Area of research: Service Quality Management
Abstract
The study titled ?A Study on Customer Satisfaction on Banking and Services? aims to examine how effectively banking services meet the expectations and requirements of customers, with a focus on service quality, reliability, digital banking, staff behavior, and grievance handling. As competition in the banking sector increases and customers become more aware of modern banking facilities, understanding customer satisfaction has become essential for improving overall service performance. This research analyzes customer perceptions regarding various aspects of banking services such as transaction speed, branch environment, ATM availability, transparency, online banking performance, and customer support. Primary data was collected through structured questionnaires from customers of different age groups and backgrounds, while secondary information was gathered from journals, bank reports, and official websites. The findings reveal that customers value trust, security, and helpful employee behavior, but expect more efficient digital services, faster processing time, better mobile banking features, and improved problem resolution mechanisms. The study concludes that customer satisfaction in banking is influenced by both traditional service quality and technological advancements. To enhance customer satisfaction and maintain loyalty, banks must focus on innovation, timely service delivery, and consistent improvement in digital banking infrastructure.
Keywords
Customer Satisfaction, Banking Services, Service Quality, Digital Banking, Customer Experience.
References
[1] Rupal, J., Antony Raj, S. M., & Singh, R. (2023). Determinants of customer satisfaction towards internet banking and its impact: Evidence from India. Indian Journal of Marketing and Digital Commerce, 17(2), 112–128.
[2] Jayadeva, S. (2023). A study on customer satisfaction towards financial services at select banks. Journal of Business Research and Insights, 14(1), 90–106.
[3] Shruthi, D., & Katti, K. R. (2022). Customer satisfaction towards online banking. International Journal of Management and Humanities, 10(6), 48–53.
[4] Sardana, S. (2020). E-banking service quality and customer satisfaction. Journal of Internet Banking and Commerce, 25(3), 1–15.
How to cite this paper
@article{1712424,
author = {Vishal Sharma, Dr. Payal Dubey},
title = {A Study on Customer Satisfaction on Banking and Services at Central Bank of India (Chirimiri Branch)},
journal = {Iconic Research And Engineering Journals},
year = {2025},
volume = {9},
number = {5},
pages = {2306-2312},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1712424.pdf},
abstract = {The study titled ?A Study on Customer Satisfaction on Banking and Services? aims to examine how effectively banking services meet the expectations and requirements of customers, with a focus on service quality, reliability, digital banking, staff behavior, and grievance handling. As competition in the banking sector increases and customers become more aware of modern banking facilities, understanding customer satisfaction has become essential for improving overall service performance. This research analyzes customer perceptions regarding various aspects of banking services such as transaction speed, branch environment, ATM availability, transparency, online banking performance, and customer support. Primary data was collected through structured questionnaires from customers of different age groups and backgrounds, while secondary information was gathered from journals, bank reports, and official websites. The findings reveal that customers value trust, security, and helpful employee behavior, but expect more efficient digital services, faster processing time, better mobile banking features, and improved problem resolution mechanisms. The study concludes that customer satisfaction in banking is influenced by both traditional service quality and technological advancements. To enhance customer satisfaction and maintain loyalty, banks must focus on innovation, timely service delivery, and consistent improvement in digital banking infrastructure.},
keywords = {Customer Satisfaction, Banking Services, Service Quality, Digital Banking, Customer Experience.},
month = {November},
doi = {https://doi.org/10.64388/IREV9I5-1712424}
}