An exploratory study of customer satisfaction in a community bank

Somjit Barat, John E. Spillan

Research output: Chapter in Book/Report/Conference proceedingChapter

1 Scopus citations


In a competitive business environment, delivering high level of customer service is critical. Investigating this aspect further, the current chapter focuses on the physical and service attributes of consumer satisfaction in the banking business, and takes a fresh look at how community banks can compete with larger banks in niche service areas. The goal of the research is to find out whether the customers: 1) were satisfied with every visit to the branch; 2) felt welcome when they came to the branch; 3) considered the bank's products substantial for their needs; 4) were satisfied with the image of the bank; and 5) had any concerns about their bank deposits and about the bank's (financial) position during difficult economic times. The findings indicate that customer responses are mixed on these issues. Interesting implications and ideas for further research also emanate from the current study.

Original languageEnglish (US)
Title of host publicationTrends in E-Business, E-Services, and E-Commerce
Subtitle of host publicationImpact of Technology on Goods, Services, and Business Transactions
PublisherIGI Global
Number of pages17
ISBN (Electronic)9781466645110
ISBN (Print)1466645105, 9781466645103
StatePublished - Sep 30 2013

All Science Journal Classification (ASJC) codes

  • General Economics, Econometrics and Finance
  • General Business, Management and Accounting


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