THE IMPACT OF TELEPHONIC COMMUNICATION ON CUSTOMER DECISION-MAKING IN BANKING

AUTHOR – TEJASWIN.D, STUDENT AT GLOBAL INSTITUTE OF BUSINESS STUDIES

BEST CITATION – TEJASWIN.D, THE IMPACT OF TELEPHONIC COMMUNICATION ON CUSTOMER DECISION-MAKING IN BANKING, ILE MULTIDISCIPLINARY JOURNAL, 4 (1) OF 2025, PG. 541-551, APIS – 3920-0007 | ISSN – 2583-7230

Abstract

This research investigates “The Impact of Telephonic Communication on Customer Decision-Making in Banking.” As banks increasingly rely on effective communication strategies to engage customers, telephonic interactions emerge as a crucial channel for influencing customer perceptions and decisions. The study aims to explore how telephone conversations affect customer trust, satisfaction, and decision-making processes related to financial products. Utilizing qualitative and quantitative methodologies, including surveys and interviews with bank customers, this research seeks to fill a gap in existing literature by providing empirical evidence on the specific effects of telephonic communication in banking contexts. The findings are expected to offer valuable insights for banks aiming to enhance customer relationships through improved communication strategies, ultimately contributing to better-informed decision-making among customers

Keywords – Telephonic Communication, Customer Decision-Making, Banking Sector, Customer Experience, Communication Strategies, Financial Products, Customer Satisfaction, Trust in Banking, Personalization, Customer Engagement, Service Quality, Telephone Interactions, Banking Communication Channels, Influence of Communication, Customer Behavior