A Comparative Study on Customers’ Satisfaction towards the Services of ICICI Bank and State Bank of India with Special Referance to Mumbai City (Mullund)
This study aims to investigate, to analyze customer satisfaction and its determinants of the Services of ICICI Bank and State Bank of India with Special Reference to Mumbai City (Mullund). Customer satisfaction is a marketing term that measures how products or servi ces supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. In a survey of nearly 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses. Bank managers are recommended to formulate operations and marketing strategies that focus on desires of customers to enhance level of satisfaction.