Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study

Author : Laly Antoney,Prem Jose Vazhacharickal
Publisher : Prem Jose
Page : 128 pages
File Size : 42,8 Mb
Release : 2024-06-29
Category : Reference
ISBN : 9781711053271

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Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study by Laly Antoney,Prem Jose Vazhacharickal Pdf

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 : Dr Aloysius O.C
Publisher : Archers & Elevators Publishing House
Page : 128 pages
File Size : 42,5 Mb
Release : 2024-06-29
Category : Antiques & Collectibles
ISBN : 9789388805162

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Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era by Dr Aloysius O.C Pdf

Author : Dr. Sheerali Arya
Publisher : GRIN Verlag
Page : 170 pages
File Size : 54,7 Mb
Release : 2021-01-18
Category : Business & Economics
ISBN : 9783346329400

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Managing Service Quality with Technological Innovations in the Banking Industry by Dr. Sheerali Arya Pdf

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 : Sheerali Arya
Publisher : Unknown
Page : 176 pages
File Size : 52,8 Mb
Release : 2021-03-17
Category : Electronic
ISBN : 3346329410

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Managing Service Quality with Technological Innovations in the Banking Industry by Sheerali Arya Pdf

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 : Dr.S.Nazeer Khan,Dr.R.Abdul Muthalif
Publisher : Archers & Elevators Publishing House
Page : 476 pages
File Size : 55,8 Mb
Release : 2024-06-29
Category : Antiques & Collectibles
ISBN : 9789394958777

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NOURISHING INDIAN ECONOMY THROUGH BANKING SECTOR Volume - I by Dr.S.Nazeer Khan,Dr.R.Abdul Muthalif Pdf

Author : Pardeep Kumar
Publisher : Independent Author
Page : 0 pages
File Size : 40,8 Mb
Release : 2023-03-13
Category : Business & Economics
ISBN : 1805247638

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Modeling Service Quality and Customer Satisfaction by Pardeep Kumar Pdf

In nineteenth century, banking segment of service sector reported highest growth in India. Today banking has become a part of our life. Banks fulfill the financial needs of every segment of society like rural artisan, farmers, industrialist and government. Banking segment of service sector make a payment to increase the pecuniary development of any country by transforming financial resources in to productive resources. Hence banking becomes necessity for economic, agricultural and industrial development of an economy. Now a day, banking becomes necessary for every commercial activity. Banks are the largest depositors of people's saving and largest lender of money. Today, one cannot suppose to seize banking services for a single day because without banking no financial transaction takes place. If the banks stop working for some days, a situation of financial crises may arise. The present study is divided into five chapters. The first chapter provides an insight into the concept and consequences of banking, service quality and customer satisfaction. Second chapter presents a review of major research work done in the field of measurement of service quality and customer satisfaction particularly in banking sector. The third chapter offers research methodology adopted for the study. The forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of services provided by the studied bank. I always remain thankful to all from whom I have gained knowledge during my studies and who have provided help and assistance in the successful execution of this research work. I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor, Dr. HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also stimulating discussions and valuable suggestions. I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College, Koslifor their cooperation in collection of data, literature and other information.

Author : Bukola Oyedokun
Publisher : GRIN Verlag
Page : 25 pages
File Size : 44,6 Mb
Release : 2020-12-23
Category : Business & Economics
ISBN : 9783346319166

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Service Quality in the Nigerian Banking Industry by Bukola Oyedokun Pdf

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 : E. Hari Prasad
Publisher : Gyan Books
Page : 312 pages
File Size : 42,7 Mb
Release : 2018
Category : Bank management
ISBN : 9386397021

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Service Delivery by Banks in Rural Areas by E. Hari Prasad Pdf

Service quality is one of the most important concepts in banking sector which helps banks in providing the qualitative services to their customers. "Service Delivery by Commercial Banks-A Study of Rural Customers" is the study conducted to evaluate the service quality in rural bank branches in Telangana state. For this, one bank from each i.e. public sector (SBH) and private sector (HDFC) are selected and compared with the regional rural bank (RRB) which is the local level bank established with a view to serve primarily the rural areas. To evaluate the service quality of selected banks 'SERVQUAL' instrument was used. Data collected from the opinions of the selected bank customers and analyzed with suitable statistical tools. The results are very useful to practitioners, students and research scholars. Suitable suggestions were also made to improve the service quality. The book is divided into six chapters. First chapter deals with the concepts of service sector in India and service quality. Second chapter explains the growth and development of banking sector in India. Profile of selected banks and prof i le of selected Karimnagar district are explained in the third chapter. In the fourth chapter customers' expectation of service quality is described. Customers' satisfaction towards the service quality of banks is discussed in the fifth chapter. Finally, findings of the study and suggestions are given the sixth chapter.

Author : Ashok D. Gaur
Publisher : Unknown
Page : 0 pages
File Size : 47,5 Mb
Release : 2015
Category : Electronic
ISBN : OCLC:1402410229

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A comparative study on quality of work life job satisfaction and performance of employees of selected public and private sector banks in Gujarat by Ashok D. Gaur Pdf

Author : Madhukar G. Angur
Publisher : Unknown
Page : 32 pages
File Size : 50,8 Mb
Release : 1996
Category : Electronic
ISBN : UOM:49015002995737

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Decomposition of Consumers' Satisfaction Structure Into Finer Evaluations of Service Objects by Madhukar G. Angur Pdf

Author : Anonim
Publisher : Unknown
Page : 724 pages
File Size : 50,8 Mb
Release : 2012
Category : India
ISBN : UCLA:L0105837405

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Southern Economist by Anonim Pdf

Author : Dr M JuliasCeasar, Dr B Sheeba Pearline
Publisher : Archers & Elevators Publishing House
Page : 128 pages
File Size : 48,9 Mb
Release : 2024-06-29
Category : Antiques & Collectibles
ISBN : 9788195038428

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Modern Banking Services (Private And Public Sector Banks) by Dr M JuliasCeasar, Dr B Sheeba Pearline Pdf

Author : Lewlyn L. R. Rodrigues
Publisher : GRIN Verlag
Page : 77 pages
File Size : 54,8 Mb
Release : 2012-11-28
Category : Business & Economics
ISBN : 9783656323495

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Comparative Study of Service Quality Metrics: An Empirical Study in the Service Sector by Lewlyn L. R. Rodrigues Pdf

Master's Thesis from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, Sikkim Manipal University Bangalore (Manipal Institute of Technology), course: MBA , language: English, abstract: The SERVPERF and SERVQUAL are the two Service quality measurement instruments widely used in the measurement of service quality in various service sectors such as banking, hospitals, tourism, insurance etc. But the service quality literature indicates that there exists a significant difference in the philosophy of service quality measurement in these two metrics, and also, the results while these two metrics are used need not necessarily match. Hence, the problem identified in this research is: do these two metrics concur in their results, or is there a significant difference in their outcomes as applicable to a given service sector. The study also extends to the correlation between the outcomes of these two metrics and looking into the possibility of drawing implications based on the combined outcome. The research is partly qualitative and partly quantitative in nature. Qualitative in the sense that it analyses existing metrics of service quality based on meta-analysis and, through the use of secondary data, discusses the relative importance of both the metrics in service sectors. The research becomes quantitative, as it deals with descriptive statistics and tests various hypotheses using standard statistical tools. Keviat diagrams have been used to identify the service quality gaps. The research has clearly indicated that there is a significant difference in the outcomes of SERVQUAL and SERVPERF metrics. The reliability of the study was 0.8815, which is at adequately acceptable level. Tangibles and Reliability are highly scored, and Empathy and Assurance are least scored, whereas, Responsiveness is moderately scored Service quality dimension. It can be concluded that if meaningful outcome has to be obtained, both these metrics have to be applied to a service sector and based on the combined inference drawn, suggestions should be made for quality enhancement.

Author : Ismaila Akintan
Publisher : GRIN Verlag
Page : 140 pages
File Size : 51,9 Mb
Release : 2021-07-26
Category : Business & Economics
ISBN : 9783346447586

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Service Quality On Customers’ Patronage. Selected Banks In Ogun State by Ismaila Akintan Pdf

Master's Thesis from the year 2016 in the subject Business economics - General, grade: 6.3, , language: English, abstract: This study analyses the effect of service quality dimensions on customers’ patronage of selected banks in Ogun State, Nigeria. It investigates the relationship between service quality dimensions and customers’ patronage using Bank Service Quality model dimensions. It also determines factors responsible for customers staying on queue for longer periods of time while awaiting bank services, assesses the level of customer satisfaction about services rendered by money deposit banks with a view of identifying factors that were responsible for customer disloyalty in patronising banks. The study employed Simple random sampling to select six banks namely First Bank Plc, United Bank of Africa Plc, Guarantee Trust Bank Plc ,Access Bank, First City Monument Bank and Zenith Bank Plc for this study. Convenience sampling method was used to select 240 customers of the selected banks. The data were analysed through the use of Statistical Package for Social Science (SPSS), while Pearson’s correlation co-efficient and multiple regression analysis were used to test the hypotheses formulated whether significant relationship exist between service quality dimensions and customers’ patronage.

Author : P. Tamizhselvan,A. Sathivel
Publisher : GRIN Verlag
Page : 240 pages
File Size : 53,5 Mb
Release : 2023-09-25
Category : Business & Economics
ISBN : 9783346944900

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Analysing Factors Influencing Consumer Decision Making Process for Mortgage Services by P. Tamizhselvan,A. Sathivel Pdf

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.