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Author: Lalit K Bhardwaj Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
Banking industry in India has likewise accomplished another stature with the evolving times. The utilization of innovation has gotten an upheaval the working style of the banks. Today innovation not just encourages robotization of process and information handling yet in addition gives more value expansion to the whole banking business. Further, it's constant and obviously connected to 'value to customer'. Banking today has changed into an innovation serious and customer inviting model with a focal point of comfort. Data Technologies likewise encourages the presentation of new conveyance channels - as Automated Teller Machine, Net Banking, Mobile Banking, card instrument and the like. All however Information Technologies improves the banks in accomplishing higher customer fulfilment by broadening value added services. As of late, banking industry in various nations has demonstrated their advantage progress in enhancing administration quality from conventional branches to electronic channels. Appropriately, huge numbers of them have would in general close or migrate their branches to be sited nearly to customers' places for customers' comforts, and they have depended more on electronic banking services with significant development in electronic offices, for example, Internet, PC, ATMs, phone and cell phones.
Author: Lalit K Bhardwaj Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
Banking industry in India has likewise accomplished another stature with the evolving times. The utilization of innovation has gotten an upheaval the working style of the banks. Today innovation not just encourages robotization of process and information handling yet in addition gives more value expansion to the whole banking business. Further, it's constant and obviously connected to 'value to customer'. Banking today has changed into an innovation serious and customer inviting model with a focal point of comfort. Data Technologies likewise encourages the presentation of new conveyance channels - as Automated Teller Machine, Net Banking, Mobile Banking, card instrument and the like. All however Information Technologies improves the banks in accomplishing higher customer fulfilment by broadening value added services. As of late, banking industry in various nations has demonstrated their advantage progress in enhancing administration quality from conventional branches to electronic channels. Appropriately, huge numbers of them have would in general close or migrate their branches to be sited nearly to customers' places for customers' comforts, and they have depended more on electronic banking services with significant development in electronic offices, for example, Internet, PC, ATMs, phone and cell phones.
Author: V. Maha Lakshmi Publisher: LAP Lambert Academic Publishing ISBN: 9783659210990 Category : Business & Economics Languages : en Pages : 0
Book Description
This book was carried out to ensure about how the customers are perceived towards the value added services rendered by banks. This research work analysis the concepts of value added services through framework analysis.It focuses about the perception of the customers towards the services like ATM facility, Internet facility, Mobile banking facility, E- banking, E-pay etc., This study helps whether the customers are aware about the services rendered by banks, whether the customers are utilizing their services, how far they are satisfied towards the services offered by banks. This study will help the banking sector to enhance them self by satisfying their customer needs. It reveals how far the demographic profile of the customer like Age, Gender, Marital status, Occupation, Income etc., influence the customer perception towards Value added services.
Author: Laly Antoney Publisher: Prem Jose ISBN: 1711053279 Category : Reference Languages : en Pages :
Book Description
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
Author: Dharmesh Motwani Publisher: ISBN: Category : Languages : en Pages : 3
Book Description
“Consumer is the real king in India.” This statement clearly depicts that customer satisfaction is the key driven factor behind the growth of any industry and banking is not an exception to it. And due to the increasing fierce competition from commercial banks it is becoming very essential for public banks to know about the level of awareness and satisfaction among its customers to sustain the significant market share.The paper is based on descriptive research design & close ended questionnaire is used to collect the primary data from public bank customers. This paper highlights the reasons of preferring the public banks and also explores the awareness and satisfaction level of public bank customers with special reference to Udaipur city. Conclusions of paper also reveal the impact of customers' demographic on the awareness level of public bank's services.
Author: Dharmesh Motwani Publisher: ISBN: Category : Languages : en Pages : 8
Book Description
Banking in India originated in the last decades of the 18th century and the rapid development in the banking industry has given a powerful push to private banks. Large number of private banks are offering wide range of services to Indian customers. Because of increased competition, banks are required to become more and more customer focused. So it is essential for private banks to know about the customers' awareness towards banking service. The paper is based on descriptive research design & a questionnaire was used to collect the primary data from private banking customers. This paper highlights the awareness level & satisfaction of customers regarding banking services of private sector banks. Conclusions of paper reveal the impact of customers' demographic on the awareness level about private bank services.
Author: Swati Sharma Publisher: ISBN: Category : Languages : en Pages : 9
Book Description
The banking industry of India is now running in a vibrant challenge concerning both customer base and performance. Today, many banks are focusing more on customers. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) concept. CRM has its origin in the basic paradigm of bank marketing, i.e. to satisfy customers with the best possible alternative in the market through a relational exchange process. The objective of this paper is to find out the satisfaction level of customers towards their respective bank's CRM by studying the perception of customer. This is an empirical research and relies mainly on primary data collected through a structured questionnaire to study the perception of customers.
Author: S. Sugirtham Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
The banks' efficiency does not depend on banks performance only, but customer is a king to make the banks successful in market. Today's customer has become more aware and hence, customer is the focal point of success of every business. Moreover, there is enough evidence that the overall performance of a firm is linked with customer satisfaction. The customer orientation builds long term relationships resulting in customer satisfaction and cash flows to the banks. It is in this context that customer service has to be analyzed and appropriate strategies drawn up, not only to attract new customers, but also to retain existing ones, because customer behaviour helps to judge the efficiency of the banks. Perception is very important facet of behaviour to evaluate anything about products and services. The key success for IT enabled serves lies in knowing the customers perception towards such services. Therefore, it is important to understand about customer's perception and how it develops the behaviour of an individual.
Author: Poonam Sawant Publisher: ISBN: Category : Languages : en Pages :
Book Description
Customer satisfaction is one of the major factors to measure the performance of banks. This paper presents the impact of e-services on customer satisfaction. A comparative study of customer satisfaction level in three major public sector banks (State Bank of India, Bank of Maharashtra and Bank of Baroda) and three major private sector banks (ICICI Bank, HDFC Bank and Federal Bank) is done, with special reference to the problems faced by customers using online services. The paper also examines the relationship between various online facilities, factors affecting the choice of Internet banking and its interplay with customer satisfaction.
Author: Lalit K Bhardwaj
Author: Lalit K Bhardwaj
Author: V. Maha Lakshmi
Author: Dr.C.Suresh
Author: Laly Antoney
Author: Dharmesh Motwani
Author: Dharmesh Motwani
Author: Vijay Kumar Reddy Prodhuturi
Author: Swati Sharma
Author: S. Sugirtham
Author: Poonam Sawant