A Study On Customers Attitude And Perception Towards Banking Services PDF Download

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

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Author: Swati Sharma
Publisher:
ISBN:
Category :
Languages : en
Pages : 9

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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: Suriya Murthi
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659144493
Category :
Languages : en
Pages : 112

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This book was carried out to validate the conceptual model of internet banking. Internet banking is still at infancy stage in the world. Many studies focused on usage of internet banking but many factors on non-usage were overlooked. This research was carried out to validate the conceptual model of internet banking. The causes were identified and researched through correcting the causative factors so that internet banking can be used by more people. This will help the banking operations to be more cost effective. The research is focused on what are the customer s perceptions about internet banking and what are the drivers that drive consumers. How consumers have accepted internet banking and how to improve the usage rate were the focus of research area in this study. The purpose of this research is to determine the factors influencing acceptance level of internet banking by the bank customers. The study revealed that education, gender, income plays an important role in usage of internet banking. Not much research has been done on these areas as they were focused more on the acceptance of technology rather than on people.

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

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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: Naresh G. Shirodkar
Publisher:
ISBN:
Category :
Languages : en
Pages :

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This paper analyzes the customers' attitude and operational risks faced in using electronic banking products among different customer segments, viz., government employees, self-employed, housewives, students and corporate customers, of the respective banks in the state of Goa. Two public sector banks and two private sector banks have been included in the study. The electronic products selected for this study are ATM card, credit card, Internet banking and phone banking. The study is mainly based on primary data, with a sample size of 460 respondents. The study suggests that banks should provide necessary information to the customers regarding the different risks associated with the electronic products.

Author: Laly Antoney
Publisher: Prem Jose
ISBN: 1711053279
Category : Reference
Languages : en
Pages :

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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: Abdullah Omar
Publisher:
ISBN:
Category :
Languages : en
Pages : 24

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The Promotion of online banking technology enabled the banks to enhance its operations with cost cutting effectively and efficiently in order to handle daily banking affairs via online banking channel. Customers are being facilitated by reducing their visits in banks and they can carryout their transactions via internet or ATM Machines instead of personally visiting the branches. The researches so far done reveal that mostly the customer of banks are unaware about online banking services and there is a lack of trust among customers on online banking services. Especially Pakistan is far behind the developing countries as a lot of services regarding online banking are not available in Pakistan. This study examines the customer perception, preferences, problems and suggestions about online banking in Pakistan. The study reveals that mostly customers prefer internet banking (IB) services over branch banking due to reliability, convenience, speed, safety and security, cost effectiveness, user-friendly, and error free system. In contrast the parallel finding shows that security problems, lack of trust and knowledge, ATM machine problems etc. affect the adoption decision of customers of internet banking services. The services which are not in Pakistan e.g. Cash depositing facility through ATM machines, “SMS/E-mail Alert” Service, Transfer funds through ATM machines, Payment of utility bills through internet are found most required / demanding services by the customers in this study. This study will helps the banks that how they can improve the level of online banking services in Pakistan and what are the potential issues or services that should be introduced in society to facilitate the customer in a better way and to compete their rivals in banking industry as a whole.

Author: Christian Roland
Publisher: Springer Science & Business Media
ISBN: 3790819824
Category : Business & Economics
Languages : en
Pages : 309

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This fascinating and timely work explores in detail the changes in the Indian banking sector over the last 20 years, and puts them into a comparative perspective with the Chinese banking sector. For this purpose, the author develops a detailed indicator-based framework for assessing the liberalization of a banking sector along various process steps based on financial liberalization and transformation studies. The key finding is that while liberalization has improved the sectoral performance, it has so far had no effect on the macro level.

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: PhD Sthapit (Prof. Arhan)
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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This paper aims to examine the association between the perception of business school students and their adoption of e-banking services. This study integrates Technology Acceptance Model (TAM) and perceived risk to explain the adoption of e-banking. The study measures customer perception towards the adoption of e-banking services in terms of a) perceived usefulness, b) ease of use and c) perceived risks. Based on descriptive and causal research designs, the study made use of primary data collected through a structured questionnaire surveyed successfully on 159 business school students. By using descriptive statistics, t-test, correlation and regression, the study discovered that customer perception of usefulness, ease of use and risks have impacted on the adoption and use of e-banking services. Among the three perception variables measured, perceived usefulness made the strongest influence on business students' adoption of e-banking in Kathmandu. The study findings should prove instrumental in formulating e-banking strategies targeted at Generation Z (Post-Millennials or iGeneration) and Millennials.