Service Failures and Recovery Strategies in Retail Banking: A Study in Madurai City

  • Harris T Rajan Ph. D Research Scholar (PT), Department of Business Administration, Madurai Kamaraj University, Madurai, Tamil Nadu, India
Keywords: Service Failures, Service Recovery, Retail banks

Abstract

Retention of customers in the bank is really a challenge to bankers.  Customers have many options for banking and if they meet with any service failure and not responded properly, they immediately consider switching to other banks.  Building customer loyalty and satisfying customers are important at this juncture.  The article discusses the service failures and recovery strategies in retail banking in Madurai city.

Published
2018-06-28
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How to Cite
Rajan, H. T. (2018). Service Failures and Recovery Strategies in Retail Banking: A Study in Madurai City. Shanlax International Journal of Economics, 6(3), 38-46. Retrieved from http://www.shanlaxjournals.in/journals/index.php/economics/article/view/74
Section
Articles