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Spreng and Mackoy Model for achieving overall Customer Satisfaction (Source: Seth and Deshmukh, 2005) Expectations Disconfirmations: It is the result of the data analysis that display the non-compliance of the dimensions that are proposed and are evaluated taking customer data into account. Desired Congruency: It is the evaluation of the match of result of the data analysis that displays the degree of agreement of dimensions of perceived service quality performance with the previous values of desired confirmations with desired set of dimensions. Thus desired congruency acts as prerequisite technique that confirms the degree of overall service quality and consequently, overall customer satisfaction can be achieved. Overall Service Quality: Overall service quality is a set of confirmed service quality dimensions that are derived out of desired congruency. Overall Satisfaction: Overall customer satisfaction is the result of the improved value of each of the overall service quality dimensions.
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Customer satisfaction is a challenging task in today's competitive world of e-businesses. Among these e-businesses is banking sector business. These businesses are tremendously trying to deploy customer relationship management and improve the connections between the business and customer for their satisfaction. Online banking offers facilities and...
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