Customer Perception about Value Added Services Rendered by Banks PDF Download

Author: V. Maha Lakshmi
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659210990
Category : Business & Economics
Languages : en
Pages : 0

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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: Lalit K Bhardwaj
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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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: Dr.C.Suresh
Publisher: Archers & Elevators Publishing House
ISBN: 8193856562
Category : Antiques & Collectibles
Languages : en
Pages :

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Author: James B. Bexley
Publisher:
ISBN:
Category : Banks and banking
Languages : en
Pages :

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ABSTRACTThis study is an in-depth empirical investigation that seeks to compare consumer expectations to perceptions in the delivery of service within community banks in the southern United States. It has as its aim to develop a useful instrument to evaluate service quality by comparing consumer expectations to their perceptions of delivered service. An additional purpose is to determine bank chief executive officers? ability to predict consumer expectations in the area of service delivery. The theoretical portion of the study focused upon a review of the history of banking in the United States and its subunit, the State of Texas, which is uniquely different from the banking systems of Europe and Asia. The literature was also examined to review service quality and customer satisfaction. In order to examine methods to predict service quality in community banks, an investigation was carried out among consumers of fifteen community banks in the southern United States. The collection of the data was driven by six research hypotheses and involved two questionnaires. One questionnaire ask for customer expectations versus perceptions. A second questionnaire required the chief executive officers of the consumers? banks to state their perceptions of what their consumers expected in the way of service delivery. The main findings of the research built upon and extended the research by Ittner and Larcker (1996) which noted that the three prime components of customer satisfaction revolved around three specific antecedents?perceived quality, perceived value, and customer expectations, the study strongly reinforced and confirmed the importance of the three antecedents. This study indicated that while expectations are very high, perceptions are also high, but not as high as expectations. Milligan (1995) advanced the idea that it should be obvious that the element of service quality was the primary driver in bank selection, but no confirmation study was made by him or others comparing the five factors (service quality, location, advertising, recommendation of others, and service charges/fees). This study concluded that service quality was the most important factor in the selection of a community bank in the southern United States. With no specific literature relating specifically to bankers? perceptions of service delivery expectations by consumers, one of the most significant findings in this study noted that 77.3 percent of the responses to the questions indicated a match of bankers? perceptions with consumers? expectations. While outcomes indicated that perceptions were equal to or greater than expectations, this does not conclusively prove that satisfactory service quality will tend to be associated with outcomes equal to or above expectations. This could indicate that the customers did not expect much in the way of outstanding service. Based upon results obtained from surveys, there appears to be a high likelihood that a bank could reasonably predict the retention of customers using the overlaid plots that in this study show high expectations and high perceptions. However, this study could not conclusively substantiate that gender, income, and education impact service quality in community banks. Given the limited amount of literature relating to the delivery of service quality by community banks in the United States, this study provides both researchers and practitioners an empirical study of both consumers? and bankers? expectations and perceptions of service delivery, which had not been fully explored in the past.

Author: Bukola Oyedokun
Publisher: GRIN Verlag
ISBN: 3346319164
Category : Business & Economics
Languages : en
Pages : 25

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Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.

Author: P. Tamizhselvan
Publisher: GRIN Verlag
ISBN: 3346944905
Category : Business & Economics
Languages : en
Pages : 240

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Doctoral Thesis / Dissertation from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, grade: Commended, Bharathiar University (Tamil Nadu Institute of Urban Studies), course: Ph.D, language: English, abstract: The consumer attitude towards the various financial services products in the past was very passive and attracted less interest. But after the advent of technology and new forms of internet-based Banking, have had a great impact on consumer's attitudes and how they purchase financial products and services. The financial services providers are not certain of retaining their customers and have resorted to the traditional technique of the relationships building and loyalty practices. This makes it all the more important for financial services providers to understand the attitudes of customers and influence their decision-making and behavioral patterns. Consumers tend to search for product information either explicitly or implicitly depend on the attention, perception and other environmental cues related to information on the product. In literature, the choice of a mortgage is conceptualized as a function of value, prepayment, points, type of mortgage sought, etc. A prerequisite for consumers to make good decisions is to have all the relevant information therefore Banks must adopt a mandatory disclosure policy to facilitate this information search.

Author: Dhiraj Jain
Publisher:
ISBN:
Category :
Languages : en
Pages : 17

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Book Description
Wide usage of Internet for various purposes has changed the entire scenario of banking, business, education, service and communication. E-commerce is the result of internet and has allowed businesses and people to interact and undertake all types of transactions efficiently and easily but in addition to all such gifts, it also involves a serious problem i.e., of security and privacy issues. The study has been undertaken with a purpose to analyse how far the commercial banks have been able to deliver the commitments made by them and how far have they been able to deal with the security issues. The customer's perception regarding the commitment and security offered by commercial banks regarding e-banking services has been the main objective of the study. Stratified sampling method was used and the respondents from all demographics from the state of Rajasthan have been considered. A well designed, pre-tested questionnaire was prepared for this purpose. ANOVA has been used to analyse the significance of the results. It was found that all demographic factors have an impact over the perception of the customers about the security and commitment of e-banking services offered by commercial banks, varied across demographics and was dependent upon the upon the demographic determinants. The differences in the responses was not by chance.

Author: Sonia Rezina
Publisher:
ISBN:
Category :
Languages : en
Pages : 16

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Customer perception refers to the process by which a customer selects, organizes, and interprets information inputs to create a meaningful picture of the service quality within an organization. In the fast-growing banking industry like Bangladesh, every bank is looking forward to faster growth by providing better service quality than others. However, there are certain challenges that started rising in front of the booming banking sector which are needed to be addressed immediately; such as, managing compliance, mitigating fraud/cyber-security, managing hiring decisions, etc. It is obvious that those who will efficiently handle these challenges will certainly lead the market and gain higher customer contentment. The main purpose of this study is to compare the customer perception towards the service Quality offered by Conventional Commercial Banks and Islamic Shariah-based Commercial Banks in Bangladesh through using SERVQUAL instrument. 204 respondents have been randomly selected for the study among them 162 is from Conventional banks and 42 are from Islamic banks. The findings of the research should help the policymakers and regulators in the banking industry to have a deep insight into the different perceptions of customers and assist in taking effective measures to achieve the organizational goals through improving their service Quality.

Author: E. Sankaran, Dr. K S Meenakshi Sundaram, Dr. D Kirubakaran
Publisher: Archers & Elevators Publishing House
ISBN: 9385640666
Category : Antiques & Collectibles
Languages : en
Pages :

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Author: Stefanie Auge-Dickhut
Publisher: Springer
ISBN: 3319199382
Category : Business & Economics
Languages : en
Pages : 209

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The banking sector is undergoing a process of fundamental transformation – mainly due to the challenges of digitalization, insistent customers, regulation and a volatile economic environment. This book provides an in-depth understanding of the underlying logic of 21st century’s banking environment and helps to develop a roadmap for the successful transformation of contemporary business models. The authors introduce the ‘Zurich model for a customer-centric banking architecture enabling the reader to develop a sustainable business model which copes with the challenges of this information age. They identify customer behavior traps in such an environment; introduce adequate strategic instruments and cornerstones for providing added value through financial services, and provide core factors for conducting a successful transformation process.