Abstract
Customer retention has always challenged the service industry. Banks being a part of this industry have two different elements to satisfy, investors and borrowers. This study highlights the components that can enrich the customer satisfaction out of three major antecedents i.e. through service quality, customer perception and company goodwill. The study is conducted through a structured questionnaire with 329 respondents and validated through Cronbach’s Alpha and the relationship between the variables is measured through Pearson’s correlation and linear regression model. The result highlights that all the variables are positively correlated with each other while the customer perception and service quality has a significant relationship.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
