Measurement of service delivery in selected public, private & foreign banks an empirical study

Abstract

Without a sound and effective banking system, India cannot have a healthy economy. The need of the hour in the Indian banking sector is to build up competitiveness through enhanced service quality, thus making the banks more market oriented and customer friendly. Today, meeting customers’ expectations is the major challenge faced by the employees of banking services in India. This is why service delivery improvement is a vital concern for banking services. Quality of service delivery is increasingly being seen as a key strategic differentiator within the financial services sector. Thus, the present study focuses on the service delivery gap measurement among public, private & foreign banks in Odisha. As the optimum mix of technology and people in the service delivery process decides the competitive advantage of an organization. For this study, human element & systemization element is taken as the dimension of service delivery. A sample of 524 useable questionnaires of customers and 105 useable questionnaires of employees have been analyzed. To assess the service delivery gap, SERVQUAL instrument is administered.