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Customer Satisfaction

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Customer Satisfaction is termed as a measure of how products and services supplied by a company meet or surpass customer expectation. Customer Satisfaction is a key requirement for organization’s success and growth. In this modern corporate world characterized by intensified competition, globalization and opening up of market, attracting and retaining customers is not a trouble-free process, but should be carried out after understanding customer requirements in the best possible manner. Customers in modern days posses wide knowledge and has often provided with wide range of products and services to select with.
Customers decide the future of business. The banking sector in Sultanate of Oman is not an exception to this. Banks exist in a very competitive market environment in Oman, composed of local banks, foreign banks and other financial institutions. The survival of banks depends on how well it satisfies the customer requirements, by converting it to well defined products and services. Tarawneh (2006) noted regarding banking sector that the increasing competition in the national and international banking markets, the change over towards monetary unions and the new technological innovations, herald major changes in banking environment, and challenge all banks to make timely preparations in order to enter into new competitive financial environment.
The term customer satisfaction is defined by Business Dictionary as “the degree of satisfaction provided by the goods or services of a firm as measured by the number of repeat customers ” Oliver (1980) described customer satisfaction “as the full meeting of one's expectations”. It is the feeling or attitude of customer towards a product or service after it has been used. Normally customer satisfaction is the result of pre-purchase expectations and post purchase feeling. Customer satisfaction is a major outcome of

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