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

Introduction

The services sector is the most important sector, which contributes largely (54 %) to the national

economy. In India, the banking service is an important component of the services sector. It has been so due

to the increased significance of financial services in post - the reforms era. In recent years, a number of

the private sector and foreign banks have entered the Indian market and made it more competitive. The

onset of competition from the private players and the initiation of banking reforms in the early 1990s has

led to an increased emphasis on efficient customer service (Narsimham Committee, 1991).