Impact of Personalised Banking Services on Customer Retention in Small and Medium Banks

The purpose of this study is to analyse the relationship between customised bank services with customer satisfaction, confidence, and commitment in India. Data was obtained through a standard questionnaire with a sample size of 100, with diverse frequencies and ages. There was evidence from the outcome showing that customers reported a high personal connection between high satisfaction and tailored services, since 65% agreed. In addition, 70% of them confirmed that those services persuaded them to trust the bank more, and 70% of them reported that they would be more likely to keep their existing bank for customised service. The results emphasise the importance of a customised banking experience to attain customer loyalty, as well as the useful lessons given to banks attempting to build a strong customer relationship strategy.