Consumer Satisfaction and Loyalty in Indian Consumer Banking

The business of banking has been moving rapidly in recent years to a 'one stop shop' of varied financial services to maximize satisfaction of the consumer and generate loyalty so as to be more competitive. The challenge is how to create a service package, which wins customers and assures their loyalty as well as delight.The book examines how far the Indian banking industry has stood up to the new challenges thrown by the ever increasing customers' expectations, what is the ground reality and what more needs to be done to ensure customer loyalty and delight in the banking sector.