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Volume : II, Issue : IX, October - 2012 Factors Influencing Customer Satisfaction In Retail Banking In Delhi And NCR Santosh Dev , Yaj Medury , Aayushi Gupta and B.S.Nagi Published By : Laxmi Book Publication Abstract : This paper attempts to establish that customer satisfaction and retention are
critical for retail banks in India especially in Delhi and NCR. It also tries to investigate
the major factors responsible for customer satisfaction in the retail banking sector. It
identifies these factors which include tangibles, responsiveness, customer orientation,
standard of facility, interest rates and other charges, client participation, funds transfer
system, accessibility and other amenities. Keywords : Article : Cite This Article : Santosh Dev , Yaj Medury , Aayushi Gupta and B.S.Nagi, (2012). Factors Influencing Customer Satisfaction In Retail Banking In Delhi And NCR. Indian Streams Research Journal, Vol. II, Issue. IX, http://oldisrj.lbp.world/UploadedData/1421.pdf References : - Council, G.B.P. and Kearney, A.T., “FDI Confidence Index”, New York: A.T. Kearney, 2011
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