ASSESSING SERVICE QUALITY AND CUSTOMER SATISFACTION IN UNITED BANK OF INDIA: AN EMPIRICAL ANALYSIS
Keywords:
Service Quality, Customer Satisfaction, Empirical AnalysisAbstract
Service quality and customer satisfaction are pivotal elements for the success and sustainability of banking institutions. This empirical analysis delves into the assessment of service quality and customer satisfaction within United Bank of India. By utilizing a combination of quantitative surveys and statistical analysis, this study examines the dimensions of service quality that significantly impact customer satisfaction. The research investigates factors such as responsiveness, reliability, tangibility, assurance, and empathy, and their association with overall customer satisfaction. The findings shed light on areas where service quality can be enhanced, guiding the bank's efforts to improve customer experiences and strengthen its competitive position in the banking industry.
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