REVIEW OF LITERATURE

 Ali Naghi Mansour Beigi et al (2016) the research aimed to study the
effects of e-banking services quality on customers’ satisfaction and
loyalty. the results show that e-banking services quality has positive
and significant effects on customer loyalty.

 G. Shoba (2016) concludes that cluster analysis reveals that around

20% of the respondents are extremely satisfied, 38% of respondents
are moderately satisfied and 42% of respondent’s posses’ least level
satisfaction with lending practices provided by the Vaniyambadi
branch of cooperative bank.

 Suresh Chandra Bihari and Shovita Mahapatra (2016) In their study

found that a customer gives highest impotence to reliability
dimension, second to the responsiveness and third to assurance
dimension. Tangibility is the least focused dimension for the
customers. Their study revealed that the attributes, such as
promptness of service, interest of the bank employee in serving the
customers, care and concern, operating hours, service charges &
interest rates of the bank are the most important key factors to be
considered in achieving high end customer satisfaction.

 A. Kavitha and M. Muthumeenaksh (2016) the study indicates positive

opinion toward the service of bank and the behaviour of employees
for rendering services. .However, compared to other private and
public banks, co-operative banks are lagging in adoption of technology
and modern equipment. The co-operative banks will adopt more and
modern technologies for facing competition and make their services
more qualitative one.

 Rachanaa Datey (2016) the benefits of CRM strategy those were

focused on banking were always high. Banks have been slow to adopt
the change due to complexity of the relationships and numerous
 touch-points in the CRM. With enhancements in technology and good
experience in customer relationship management solutions, banks
have started concentrating on customer relationship management.

 H. S. Sethu and Bhavya Saini (2016) The study reveals that penetration
of online food ordering services is high. The student users of these
services are well versed with the information available on these
websites and also use help services available online. The service
provider foodzoned.com therefore needs to at least maintain the
overall quality of service levels.

 Hayan Dib and Samaan Al-Msallam (2015) the study was undertaken
to explore the effects of three customer perceptions (perceived
quality, brand image, price fairness) on customer satisfaction and
Brand loyalty. The study reveals that customer satisfaction
significantly affects customer loyalty. Also, the factors of perceived
quality , brand image and price fairness affect Brand loyalty. Customer
perception of perceived quality, brand image and price fairness are
almost equally to build up the satisfaction