Customer Satisfaction and Perception towards Service Quality by using Fuzzy Multi Criteria Decision Making Model (FMCDM)

Abstract

The era of developing economy, banks need a multi-channel service platform. Technological advances are forcing banks to their multi-client service strategies to gain a competitive global scenario. This study examines how perceives service quality and satisfaction drives MCDM analysis in scaling at selected commercial banks. The current study enables the banks   usage   and implications of SERVQUAL to measure the Customer Satisfaction and Perception. Emergence of several banks clearly understands the needs of the customers and they are eager to attract a new customer and they also want to keep the existing customer which is very important to survive in the economy. This has led to increased competition among globalised banks. Finally, the banks focused on     inexpensive of services. This study is especially useful for business, shareholders and stakeholders.