Provision Of Quality Services By Banks And Its Effect On Customer Retention

Abstract This research is about tbe provision of quality services by banks and its effect on customer retention. Almost all of the services being offered by banks are the same or slightly differ which in turn makes the banks to compete for customers. Thus the provision of quality services comes into consideration and basically concentrates on the issues tbat produce a negative effect on the services received by the customer. Therefore are the banks doing what it takes on providing the quality services needed by tbeir customers so as to retain them? This is a key question that is being answered. The study is taken at NATIONAL MICRO FINANCE BANK MW ANJELW A BRANCH