Customers Of Private Sector Banks Research Articles

Analysing the impact of service quality on customer satisfaction in selected private banks services at Chennai City

The private Banking segment and its performance play an important place in a financial system. The present circumstances of the Indian banking sector is very powerful and competitive. Consumers nowadays are extremely responsive to various financial services and institutions. Service quality is a necessary spirited approach toward maintaining customer support. It plays a central position in the receipt of customer fulfillment. Banks are making strenuous efforts to improve consumer satisfaction by providing higher-quality services. In the bank sector, service quality has become consumer faithfulness and the common maintenance rate of consumers. Reliability, security, and empathy have always played a fundamental role in the determinants of service quality. The service qualities of private banks have been measured with the SERVQUAL method [service quality]. Therefore, many companies are growing attention to developing their service quality. This study report will examine the level of service quality with customer satisfaction in the banking sector. It will examine the significance of service satisfaction, meeting customer expectations, and various dimensions of service quality offered by a bank. This study is analytically based on the primary data and secondary data, Primary data was collected from customers of private sector banks in Chennai.

Customer Satisfaction and Technology in Banking-A Scenario of Udaipur City

This paper investigates the linkages between the customer satisfaction and factors accountable for its enhancement especially in banking sector. Recent sign of advancement in the technology and quality of services provided by the banking industry leads to more and more increase in expectations of the customers. These (factor analysis) findings shows that variables like tangibles, personnel, technological excellence, reliability and competence factor are vital factors, which customers’ perceive as decisive while transacting with any type of bank. These variables have high impact on customer satisfaction. It is found that the customers of private sector banks are highly satisfied than public sector bank with reference to the 3 factor namely tangibles, personnel and technological excellence. But the customers of private and public sector bank are more or less similarly satisfied with regards to reliability and competence of service. Nevertheless the overall satisfaction is very high among the customer of private sector in comparison to public sector bank. That's why there is call for a systemic approach to deal with endogenous and long term problems and should attempt to reach benchmarks of customer expectation in order to lead banking sector into the era of prosperity and combat with multinational institution.

Impact of service quality on customer satisfaction in private and public sector banks

Purpose – In today’s world, with increased competition, service quality has become one of the most popular areas of academic investigation. The purpose of this paper is to examine the impact of various service quality variables on the overall satisfaction of customers and compare the private and public sector banks using a sample from India. Design/methodology/approach – With the help of forward stepwise regression, the authors explain how a variety of variables are both negatively and positively influencing customer satisfaction. The authors collected data from 500 respondents in India; 250 of which were customers of private sector banks, and 250 of which were customers of public sector banks. The authors had a response rate of 65 percent. Findings – In the case of private sector banks, knowledge of products, response to need, solving questions, fast service, quick connection to the right person, and efforts to reduce queuing time were found to be the factors that are positively associated with overall satisfaction. Assistance to the customer, appearance, and follow up are negatively associated with customer satisfaction. On the other hand, in the case of public sector banks, knowledge of the product and fast service are the factors which are associated positively and appearance is the only factor that is negatively associated. Originality/value – The components of service quality that are positively associated are not the same in public sector banks as they are in private sector banks.

Customers' Perspective towards Customer Relationship Management with reference to Service Quality: A Study of Indian Public and Private Sector Banks

The paper studies the bank customers' perspective regarding customer relationship management (CRM) practices with refence to service quality of the Public and Private sectors banks in India. In todays scenario, when markets have become highly competitive due to globalization and privatization, customer relationship management (CRM) is gaining importance for successful growth of the banking industry. The study holds importance as marketeers have to find ways to increase the number of new customers alongside the rention of old ones. In order to conduct the study stratified random sampling was adopted and a sample of 240 bank customers was interviewed. It was indicated in the study that the perspective of customers regarding CRM and service quality has significant difference in terms of the bank category, i.e. public and private Indian banks.Further, when results were compared on the basis of gender, the results reflected a difference in perspective of Customer Relationship Management (CRM) and service quality among customers of private sector banks but this was not so in case of public sector banks. The research gave insights not only for the benefits of Indian banks, but also paved a way for further research in the area of academics. It clearly indicate the importance of development of strong CRM and service quality measures so as to fulfill the requirement of both male and female customers. The study also aid banks in deciding the customer oriented strategies in order to create differentiation for the banks. Keywordsbank customers, customer relationship management, private banking, public sector banks,.

An Empirical Study of Gap Analysis of Service Quality in Select Private Sector Banks

The present study evaluates the customer perceptions of service quality in select private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used for analysis of data. The result shows that the dimension of service quality such as Empathy and Accessibility has more gap, as the customer expectations are high to their perceived service. The result also indicates that Empathy-Reliability-Assurance positively influences the service quality. The study implies that bank should reduce the service gap to deliver superior quality of service to retain existing customers as well as to attract new customers.

Internet Banking Adoption by the Customers of Private Sector Banks in India

The rapid advancements in communication and information technology have changed the functional scenario of the banking sector significantly. The savings in time, money and effort by a novel channel of banking called as internet banking has been found to be an optional channel for the traditional banking. The objective of this study is to identify the determinants of internet banking adoption in private sector banks of India. Factors such as perceived usefulness, perceived ease of use, perceived risk, relative advantage and trialability have been found to be the determinants of internet banking in the previous studies. A new variable called conspicuousness has been introduced in the present study. Such a study has not been conducted in the Indian context antecedently. A model has been proposed and tested using various statistical techniques. The findings are of great use primarily for the banks which are planning to offer internet banking services, and for already existing banks to focus on the gaps.

Impact of online service quality on customer satisfaction in banking sector of Pakistan

This study formulated and tested a model for customer satisfaction based on service quality in e-banking. The research team developed the model on the basis of theoretical background. The research team used a structured questionnaire in order to collect data from e-banking customers of private sector banks in Pakistan using the convenience sampling method. The sample size of the study was 264. The research team used SPSS 15.0 to examine the variables. The research team also used virtual partial least squares (VPLS) 1.04 for model testing in a single run. The findings validated the relationships between the variables in the model. The outcome of the study was that identified service quality dimensions had a significant impact on customer satisfaction in e-banking. Improvement in web service quality is recommended for achievement of customer satisfaction in banking sector. Key words: Online customer satisfaction, e-banking service quality, online service quality.