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Abstract
Axis Bank Limited was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established .The key of AXIS Bank Limited is to retain its customers and the relationship marketing. Bank is also becoming skilled in Customer Relationship Management (CRM) which focuses on meeting the customers’ needs and making them satisfied. For the AXIS Bank Limited the customer satisfaction is both a goal and a marketing tool. Loosing profitable customers can dramatically affect the bank’s profits. The aim of this study is to find customer perceptions on service quality dimensions among consumers of bank services. The results show service quality is an important element to create customer loyalty that will lead to customer satisfaction and loyalty. Therefore, in trying to develop strong service quality, bankers should be interested in assessing the degree of customer service dependence. The banks service quality depends on the perceptions of their service customers. Satisfied and loyal customers indicate positive perceptions of the banking services.