IDEAS home Printed from https://ideas.repec.org/a/ids/ijfsmg/v8y2015i1p1-17.html
   My bibliography  Save this article

Post-service recovery customer satisfaction in Indian retail banking: a qualitative perspective

Author

Listed:
  • Pratap Chandra Mandal

Abstract

Customer satisfaction is one of the important aspects in any business. Customer satisfaction might be studied from a general perspective or under situational contexts like service failure and subsequent recovery in service delivery. Few researchers have studied post-service recovery customer satisfaction by analysing the dimensions contributing to it. Researchers have also not analysed those dimensions from an exploratory perspective. To address this issue, the dimensions contributing to post-service recovery customer satisfaction in Indian retail banking are studied from a qualitative perspective. Depth interviews and focus group discussions were conducted and analysed based on grounded theory. The analysis included open coding, writing memos, concept generation from the phenomena, index card sorting, axial coding and selective coding. The concepts generated would determine the dimensions which might affect post-service recovery customer satisfaction in Indian retail banking.

Suggested Citation

  • Pratap Chandra Mandal, 2015. "Post-service recovery customer satisfaction in Indian retail banking: a qualitative perspective," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 8(1), pages 1-17.
    • Handle: RePEc:ids:ijfsmg:v:8:y:2015:i:1:p:1-17
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=66558
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijfsmg:v:8:y:2015:i:1:p:1-17. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=76 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.