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Author: Dr Sheerali Arya Publisher: ISBN: Category : Languages : en Pages : 166
Book Description
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 the quality of services and products offered to customers through world class technological advancements to ensure their growth and retention. Banks need to continuously innovate their technologies and methodologies to remain at the forefront. 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 the literature. This research, therefore, tries to examine the impact of service quality on customer satisfaction in the 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 the 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. The findings show that the customers' expectations of quality of service rendered to them is quite high, continuous in nature, and has a huge impact on their satisfaction levels. The research further highlighted that customer satisfaction is influenced by multiple variables like personalized interaction, environment, monetary benefits, and product worth among others. To enhance the service quality at each branch, banks must concentrate on creating customer-oriented strategies, culture of empathized service, and adopt a persistent approach to remove all service-related gaps.
Author: Dr Sheerali Arya Publisher: ISBN: Category : Languages : en Pages : 166
Book Description
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 the quality of services and products offered to customers through world class technological advancements to ensure their growth and retention. Banks need to continuously innovate their technologies and methodologies to remain at the forefront. 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 the literature. This research, therefore, tries to examine the impact of service quality on customer satisfaction in the 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 the 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. The findings show that the customers' expectations of quality of service rendered to them is quite high, continuous in nature, and has a huge impact on their satisfaction levels. The research further highlighted that customer satisfaction is influenced by multiple variables like personalized interaction, environment, monetary benefits, and product worth among others. To enhance the service quality at each branch, banks must concentrate on creating customer-oriented strategies, culture of empathized service, and adopt a persistent approach to remove all service-related gaps.
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: Joseph Tidd Publisher: Imperial College Press ISBN: 9781848161306 Category : Business & Economics Languages : en Pages : 468
Book Description
In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: . OCo That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. OCo That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions OCo the so-called OC productivity paradoxOCO in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment. Sample Chapter(s). Introduction (35 KB). Chapter 1: Managing Service Innovation: Variations of Best Practice (490 KB). Contents: Conceptual and Analytical Frameworks for Service Innovation: Services and the Knowledge-Based Economy (I Miles); Service Innovation: Aiming to Win (T Clayton); Sector and National Studies of Innovation in Services: Innovation in Healthcare Delivery (D J Bower); Product Development in Financial Services: Picking the Right Leader for Success (E Chortatsiani); Applying Innovation Management Good Practice to Services: A Composite Framework of Product Development and Delivery Effectiveness in Services (F M Hull & J Tidd); Product Development in Service Enterprises: Case Studies of Good Practice (F M Hull); and other articles. Readership: Graduate students and researchers in management programs; managers."
Author: Prasanta Kumar Padhy Publisher: ISBN: Category : Languages : en Pages : 13
Book Description
The global marketplace has virtually forced the service sector to transform itself into a truly customer-oriented, service-focused enterprise. Service quality innovation results when a firm is able to focus its entire energies to think on behalf of customer for an outcome that surpasses customers' expectation of superior value. However such initiatives to innovate the service quality have often lead to increasing expectations among customers as well, and hence, constitutes a self created challenge (Kandampully, 2002).In the present study, the focus is on the critical factors determining service quality in the banking sector by using both traditional and modifying SERVQUAL measures (Parasuraman et al. 1983, 1994). The first study is based on responses of customers (N= 305) in a premier nationalized bank in India with regards to “expected” & “perceived” service quality. In another study, responses of customers (N= 200) in the said bank have been analysed by using the modified SERVQUAL measures (Parasuraman, 1995). Analysis of customers' responses, across 5-dimensions of service quality (in Study-I) and 10-dimensions of service quality (in Study-II), revealed that customers' perceptions of service quality were poor as compared with their 'expectations' from these banks. An analysis of service quality perceptions by the employees of these banks has been made, by taking into account the responses of the bank staff (N=55) on the modified SERVQUAL scale. This paper seeks to identify some critical factors influencing service quality in Indian banks, and could be used as a basis for bankers and researchers in differentiating the good and poor quality of services offered by banks. Its focus is on: How appropriate innovations in banking service could yield benefits in the new organizational arrangements' The impact of organizational and technological innovations in Indian banks has also been cited. Findings of this paper could offer interesting information on the level of service quality in the banking sector of a developing economy, i.e. India.
Author: Howard, Caroline Publisher: IGI Global ISBN: 1466627832 Category : Computers Languages : en Pages : 413
Book Description
Strategic Adoption of Technological Innovations brings together research from practitioners on the development, use, and importance of information technology in order to achieve organizational performance. This comprehensive collection is useful for academicians, scholars, researchers and other industry professionals to provide an understanding of strategy and use of information systems in organizations and entities.
Author: Bukola Oyedokun Publisher: GRIN Verlag ISBN: 3346319164 Category : Business & Economics Languages : en Pages : 25
Book Description
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: Ray, Nilanjan Publisher: IGI Global ISBN: 1522559949 Category : Business & Economics Languages : en Pages : 305
Book Description
In the digital age, consumers have morphed from passive receivers of marketing messages to active suppliers of information about product through various digital media, creating a need for businesses to effectively manage a more diverse and creative range of consumers. Managing Diversity, Innovation, and Infrastructure in Digital Business is a collection of innovative research on new avenues in overall digital infrastructures, digital modern business infrastructures, business automation, and financial aspects of modern businesses. Featuring research on topics such as electronic word-of-mouth strategies, social media marketing, and digital communication, this book is ideally designed for business professionals, managers, and undergraduate and postgraduate business students seeking current research on business in the digital environment.
Author: Pradeep Kumar Singh Publisher: Springer Nature ISBN: 3030662187 Category : Business & Economics Languages : en Pages : 474
Book Description
This edited book is comprised of original research that focuses on technological advancements for effective teaching with an emphasis on learning outcomes, ICT trends in higher education, sustainable developments and digital ecosystem in education, management and industries. The contents of the book are classified as; (i) Emerging ICT Trends in Education, Management and Innovations (ii) Digital Technologies for advancements in education, management and IT (iii) Emerging Technologies for Industries and Education, and (iv) ICT Technologies for Intelligent Applications. The book represents a useful tool for academics, researchers, industry professionals and policymakers to share and learn about the latest teaching and learning practices supported by ICT. It also covers innovative concepts applied in education, management and industries using ICT tools.
Author: Pantano, Eleonora Publisher: IGI Global ISBN: 1466682981 Category : Business & Economics Languages : en Pages : 429
Book Description
The advent of new technologies has been an impetus for rapid development in several industries, including the area of retail services. These recent advances push industry leaders to infuse new innovations into their various systems and processes. Successful Technological Integration for Competitive Advantage in Retail Settings examines the various effects of changing markets and subsequently how these changes cause retailers to meet consumer demand by integrating more sophisticated, advanced innovations in their daily practices. Focusing on corporate strategies, innovation management, and relevant case studies, this book is a pivotal reference source for researchers, practitioners, and developers interested in recent innovation trends within the retailing industry.
Author: Dr Sheerali Arya
Author: Dr Sheerali Arya
Author: Dr. Sheerali Arya
Author: Joseph Tidd
Author: Prasanta Kumar Padhy
Author: Howard, Caroline
Author: Bukola Oyedokun
Author: Chee Khiong Tan
Author: Ray, Nilanjan
Author: Pradeep Kumar Singh
Author: Pantano, Eleonora