A Study of customer satisfactin recommend intentions in Managing Loyalty in retail banking

IntroductionThe services sector is the most important sector, which contributes largely (54 %) to the nationaleconomy. In India, the banking service is an important component of the services sector. It has been so dueto the increased significance of financial services in post - the reforms era. In the recent years, a number ofthe private sector and foreign banks have entered the Indian market and made it more competitive. Theonset of competition from the private players and the initiation of banking reforms in the early 1990s hasled to an increased emphasis on efficient customer service (Narsimham Committee, 1991).