‘Customers Satisfaction and Governance – A Factor Analysis in Banking Sector of India'

Abstract

Present research work concentrates on customer satisfaction from the disclosure practices of the banks with an aim to enhance corporate governance practices in Indian banking sector. An attempt has been made to analyze the significant factors affecting the satisfaction of customers from the disclosure practices of banks. The study has been conducted by using factor analysis technique. A sample of 180 respondents has been taken for the analysis. The results of the study indicate that the most significant factors for the disclosure requirements for the customers are social responsibility and grievance handling procedure of the banks. Therefore, Indian banks should give more priority to CSR and complaint settlement of the customers.