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VOL. 12, ISSUE 3 (2026)
A case study to examine the level of customer satisfaction with banking services in Pasighat, Arunachal Pradesh
Authors
Jumgam Likar, Yab Rajiv Camder
Abstract
Customer satisfaction is an essential factor of service quality and
organizational performance in the banking sector. The present study examines
the level of customer satisfaction with banking services in Pasighat, Arunachal
Pradesh. The study is based on primary data collected from 100 Pasighat bank
customers through a structured questionnaire. The research evaluates customer
perceptions of service reliability, staff behaviour, service speed, waiting
time, ATM availability, internet banking, mobile banking, information accuracy,
transaction security, and complaint handling. The findings reveal that customer
satisfaction in Pasighat is moderate rather than high. Digital banking
services, particularly mobile banking, and transaction security emerged as the strongest
aspects of banking services. However, ATM availability, waiting time, and
service speed were identified as major areas of concern. The large proportion
of neutral responses suggests that while customers are not highly dissatisfied,
their expectations are not fully met. The study recommends improvements in
operational efficiency, ATM infrastructure, customer service, and grievance
redressal mechanisms to enhance overall customer satisfaction of Pasighat
banks.
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Pages:47-55
How to cite this article:
Jumgam Likar, Yab Rajiv Camder "A case study to examine the level of customer satisfaction with banking services in Pasighat, Arunachal Pradesh". International Journal of Commerce and Management Research, Vol 12, Issue 3, 2026, Pages 47-55
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