摘要：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.
关键词：Customer Satisfaction;Banking;Tangibles;Responsiveness;Customer orientation;Standard of facility;Interest rates and other charges;Client participation;Funds transfer system;Accessibility and Other amenities
