Conceptualizing Customer Satisfaction in Commercial Banks

Abstract

Organisational performance is therefore the measure of how successfully (or not) organisations are achieving their missions and advancing their visions through their core strategies.  An effective worker does not just attempt to complete their tasks as quickly as possible, but works to come up with inventive solutions to problems and continually improve their performance to achieve the best results. Customer value is the difference between the total benefits expected from a product/service and the total costs incurred to obtain that product or service. On the other hand, customer satisfaction refers to the difference between the actual performance experienced by a customer and the expectation of the customer.