Analysing Customer Satisfaction Towards Personal Loans: Evidence from Banking Industry

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.