Analysing Customer Satisfaction Towards Personal Loans: Evidence from Banking Industry

Authors

  • Divya Department of Operational Research, University of Delhi, Delhi 110007, India
  • Deepti Aggrawal USME, Delhi Technological University, Delhi 110095, India
  • Adarsh Anand Department of Operational Research, University of Delhi, Delhi 110007, India

DOI:

https://doi.org/10.13052/jgeu0975-1416.12110

Keywords:

Banking sector, customer satisfaction, factor analysis, Marketing Research, personal loan

Abstract

With an emphasis on banking industry, this study intends to examine customer satisfaction levels of those who have taken out personal loans from banking institutions. Customer satisfaction is a crucial indicator of success and longevity in the banking industry. This study explores the specifics of customer satisfaction among recipients of personal loans; wherein, the primary goal is to use operational research methods to analyse the intricate topography of customer satisfaction in the personal loan sector. The study’s secondary objective is to demonstrate how factor analysis, a well-known dimensionality reduction method, may combine these disparate traits into a condensed set of essential components. The work presents practical insights to guide strategic choices intended to improve customer satisfaction and foster long-term growth in the banking industry, focusing on Banking sector.

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Author Biographies

Divya, Department of Operational Research, University of Delhi, Delhi 110007, India

Divya received a bachelor’s degree in Mathematics from the University of Delhi in 2020, and a master’s degree in operational research from the University of Delhi in 2022, and she is currently pursuing a doctorate degree in Department of Operational Research from the University of Delhi.

Deepti Aggrawal, USME, Delhi Technological University, Delhi 110095, India

Deepti Aggrawal is currently working as Assistant Professor at USME, Delhi Technological University, India. She obtained her PhD degree from Department of Operational Research, University of Delhi. She was Operations Manager in Axis Bank till she joined as a research scholar in the Department of Operational Research in 2011. Her Research areas include Marketing and Software Reliability. She is a life member of SREQOM and has publications in journals of national and international repute.

Adarsh Anand, Department of Operational Research, University of Delhi, Delhi 110007, India

Adarsh Anand did his doctorate in the area of Innovation Diffusion Modeling in Marketing and Software Reliability Assessment. Presently he is working as an Associate Professor in the Department of Operational Research, University of Delhi (INDIA). He has been conferred with Young Promising Researcher in the field of Technology Management and Software Reliability by Society for Reliability Engineering, Quality and Operations Management (SREQOM) in 2012. He is a lifetime member of the Society for Reliability Engineering, Quality and Operations Management (SREQOM). He is also on the editorial board of International Journal of System Assurance and Engineering management (Springer). He has Guest edited several Special Issues for Journals of international repute. He has edited two books namely: “System Reliability Management (Solutions and Technologies)” and “Recent Advancements in Software Reliability Assurance” under the banner of Taylor and Francis (CRC – Press). He has publications in journals of national and international repute. His research interest includes modeling innovation adoption and successive generations in marketing, software reliability growth modelling and social media analysis.

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Published

2024-06-18

How to Cite

Divya, Aggrawal, D., & Anand, A. (2024). Analysing Customer Satisfaction Towards Personal Loans: Evidence from Banking Industry. Journal of Graphic Era University, 12(01), 163–184. https://doi.org/10.13052/jgeu0975-1416.12110

Issue

2024: Vol 12 Iss 1

Section

Articles