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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: 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: 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: 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: Khushbu Agarwal Publisher: ISBN: Category : Languages : en Pages : 6
Book Description
In the pre liberalization era the Indian banking industry was ruled by public sector banks but with the entrance of private sector banks the Indian banking industry has shown a steep growth. Due to the changing behavior of the customers banks have to raise their quality standards and private banks quickly identified the needs and started giving tough competition to public banks.This paper attempts to identify the performance efficiency of Public banks as compared to Private banks. The paper is based on descriptive research design & close ended questionnaire is used to collect the primary data from customers of Banks. Conclusions of paper also reveal the impact of customers' demographic on their choice between Public & Private sector Banks.
Author: Dr. M. Raja Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
The modern working life has to do job related work speedily and without maintaining, considering or balance in physical and psychological status. Modern world has theme to address various occupations along with the situation of stress. Employee's stress is a normal part of working life and workers have to face and cope with it. The aim of this research study is to identify the job-related stress and it's causing factors in public sector banks through an empirical study of employees. The result of job related stress is a deviation from the existing psychological and physical condition of employee's life. Based on this situation of employee's life is indicated as research problem of public sector banks. According to the findings of this research study, job-related stress factors of employees are correlated and influenced to their stress significantly. Employees stress is an important issue to be addressed to improve the performance of public sector banks in India. The study revealed that the public sector banks have accountability to reduce the level of stress of their employees.
Author: Prasanta Kumar Padhy Publisher: ISBN: Category : Languages : en Pages : 0
Book Description
The service sector has assumed greater economic importance over the past decade. India is fifteenth in services output. It provides employment to 23% of work force, and it is growing fast, growth rate 7.5% in 1991-2000 up from 4.5% in 1951-80. It has the largest share in the GDP, accounting for 60.7% in 2006 up from 15% in 1950. Currently, banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The elimination of this waste and meeting customer expectations are the major challenges facing managers these days in the service sector. This is why quality improvement is a vital concern for many service organizations. This paper examines the salient features of service quality, GAPS Model, SERVQUAL. Each model represents a different approach to quality improvement. The primary aims are to enhance understanding of “service quality” and to identify models that managers in the service industry can employ to improve quality. Also will examine the applicability of alternative measures of service quality in the developing economy of India and assesses related issues in that context. Quality is increasingly being seen as a key strategic differentiator within the financial services sector, with most major players undertaking some form of quality initiative. The present paper describes work undertaken to determine both retail customer and staff perceptions of those factors which determine service quality. We initially identify the models developed by Parasuraman et al. as being the most appropriate for modeling the data, but find that although the service gap model provides an excellent basis for analysis, the SERVQUAL model is of more limited value. Hence, an alternative basis for modeling service quality based on the three dimensions of process/outcome, subjective/objective and soft/hard have been described and modeled against the experimental data. The paper describes some conclusions of significance for retail banking in particular, and service providers in general. This study investigates the role that technology plays in banking and its impact on the delivery of perceived service quality. A sample of 440 banking customers was taken and 300 useable questionnaires were analyzed. The paper presents an empirical study of major quality improvement initiatives recently undertaken by two banks. It provides a useful comparison of the two different approaches, and contributes new evidence on the current debate concerning the validity of the SERVQUAL model. First, it outlines the implementation of the SERVQUAL model in the bank's subsequent quality improvement programme, as evidenced through the bank's customer satisfaction endeavors. Second, included for comparative purposes, the paper describes the adoption and implementation of the Crosby's total quality training programme. In both cases relevant evidence was gathered on staff attitudes. Given the long-term nature of these comprehensive quality programmes, any evaluation must necessarily be tentative, but both banks are able to report an improvement in service quality, and fresh evidence is provided in support of the SERVQUAL model. The paper argues that one theme that has emerged consistently in the recent services marketing literature is the importance of frontline employees in service delivery. The internal marketing concept is based on the belief that a firm's internal market/employees can be motivated to strive for customer-consciousness, market orientation and sales-mindedness through the application of accepted external marketing approaches and principles. This paper considers that the objectives of the firm could be achieved by aligning them with the values to frontline employees.
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: Sanjay K. Jain Publisher: ISBN: Category : Languages : en Pages :
Book Description
Marketing literature posits demographics as an important antecedent of consumer behavior. In the services sector, however, only a few empirical studies have so far been undertaken to assess the influence of demographic characteristics on customers' service quality perceptions. This is especially the case with the service quality studies conducted in the Indian context. The present study is an endeavor to empirically assess the significance of select demographic characteristics on customers' service quality perceptions in the public and private sector banks. A total of six demographic characteristics, namely, age, gender, marital status, income, educational qualifications and occupation, were selected as the antecedents. Customer perceptions of service quality was measured in terms of overall as well as functional and outcome quality dimensions, and three sub-dimensions of functional quality, viz., reliability, personal interactions and tangibles. Analysis of the collected data reveals only select demographic variables to be affecting service quality perceptions, and that too in respect of only select service quality constructs. The paper concludes with managerial implications and directions for future research.
Author: Dr. Sheerali Arya Publisher: GRIN Verlag ISBN: 3346329402 Category : Business & Economics Languages : en Pages : 170
Book Description
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
Author: Dharmesh Motwani
Author: Dharmesh Motwani
Author: Dharmesh Motwani
Author: A. M. Rawani
Author: Laly Antoney
Author: Khushbu Agarwal
Author: Dr. M. Raja
Author: Prasanta Kumar Padhy
Author: Poonam Sawant
Author: Sanjay K. Jain
Author: Dr. Sheerali Arya