Service Quality in Public and Private Sector Banks of India

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Shruti Agrawal ◽  
Mansh Mittal ◽  
Ratish Gupta
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Public And Private Sector

Banking sector and its performance play an important role in an economy. The current scenario of Indian banking sector is very dynamic and competitive. To maintain market share it is necessary for banking institutions to acquire large customer base. Customers today are very much aware about various financial services and institutions, moreover they are spoilt for choice. Therefore they can only be retained by providing quality services. The present study focuses on the service quality and customer satisfaction among private and public sector banks in India. It also attempts to compare service quality gaps between customer expectation and satisfaction regarding banking service. The outcome of the study shows that service gap is lower in private sector banks than public sector banks. Reliability and assurance are the dimensions where no significant difference has been observed between public and private sector banks.

scholarly journals Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank

2020 ◽  
Author(s):  
Dharmendra Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
The Public ◽  
Public Sector Banks ◽  
Private And Public ◽  
Public And Private Sector

This study focuses on the service quality and customer satisfaction among the private and public sector banks in India. Today customers are supposed to have awareness about the financial services provided by the banking sector. An attempt has therefore, been made in this paper to quantify the ‘awareness level’ of the customers and analyze the ‘service quality experience’ of the customers from their banks. The study has been carried out to compare the service quality experienced by customers of the public and private sector banks and to study the link between service quality and customer satisfaction. For that reason a well structured questionnaire was used to collect the views of customers on various service dimensions and the satisfaction of the customers regarding the services offered by the public and private sector banks. Various statistical tools like ANOVA, Factor Analysis and Multiple Regressions were used for analyzing the data collected on five service dimensions of SERVQUAL and satisfaction of customers. The results indicate that the private sector bank was better in terms of providing services and creating awareness about their products and services. The study also proves that an increase in service quality will most likely lead to customer satisfaction.  

scholarly journals A Study on Customer Preference towards Financial Services of Public and Private Sector Banks - A Comparative Study

2021 ◽  
Vol 11 (3) ◽  
Author(s):  
Srinivas K.T.
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Inclusive Development ◽  
Primary Data ◽  
Public And Private ◽  
Customer Preference ◽  
Public Sector Banks ◽  
Public And Private Sector

The banking sector plays a significant role in the development of the economy, as it mobilizes deposits and provides credit to various sectors across business including individuals. The purpose of this study is to understand the customer preference of selecting banking services among public and private sector banks. This study is based on primary data obtained from customers of Public and Private sectors banks in Mandya district. The study reveals that Public sector banks have a greater number of branches and private sector banks have good and innovative products and customer friendly environment at branches. Both the sector banks have similarity in various services provided to the customers but as per the study public sector banks have attracted more customers than private sector banks in the study area, since their main focus is inclusive development of the society.

Service Quality Perception towards E-CRM Practices among Customers of Private and Public Sector Banks of Rajasthan Using SERVQUAL Method

2018 ◽  
Vol 7 (3) ◽  
pp. 22
Author(s):  
Neeti Kasliwal ◽  
Jagriti Singh
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Banking Sector ◽  
Sampling Technique ◽  
Vital Role ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Score Method ◽  
Public Banks

Banking sector is growing rapidly and playing a vital role in the economic development of the nation. Both private and public sector banks are giving more priority to service quality to satisfy their customers. For this, banks are now emphasizing on E-CRM practices to carry out transactions and communicate with their customers. The purpose of this research is to assess the service quality among private and public banks in Rajasthan. Purposive sampling technique has been employed to collect the data from three private banks and three banks from public. To analyze the data, descriptive statistics, Mean score method and t test have been used. Results indicates that there is a significant difference in consumer’s perception of service quality dimensions related to E-CRM practices provided by selected private and public sector banks of Rajasthan..The findings of this research will help policy makers of banking sector to set customer oriented policies.

scholarly journals Customer Engagement with Social Media Bank Pages with Reference to Facebook

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3089-3095
Keyword(s):  
Social Media ◽  
Public Sector ◽  
Private Sector ◽  
Banking Sector ◽  
Banking System ◽  
Customer Engagement ◽  
Public And Private ◽  
Public Sector Banks ◽  
Social Media Platforms ◽  
Public And Private Sector

Indian banking sector is going through a massive transformation day by day with the advancement of Information and communication Technology and impact of digitization in the banking industry. After the core banking system, banks have moved further to reap the benefits of internet and mobile banking. In order to engage more customers anywhere and anytime without visiting the brick and mortar branches, the banks have now introduced the social media banking. Most of the people are already active in different social media platforms, so banks have grabbed that opportunity to reach people easily and provide services through social media. This paper has made an attempt to analyze the engagement of social media customers in different banks including public and private sector with reference to facebook bank page. The results show that most of the banks have presence on popular social media platforms. With respect to the engagement of customer to all facebook posts during the study period, public sector banks are posting more on their respective facebook page but the customers’ likes as well as dislikes are more for SBI, ICICI and AXIS. In case of shares and comments, SBI and PNB have more and are increasing continuously as these two banks post more on their respective facebook pages. But with respect to customer engagement per facebook post during the study period, customers are engaged more with private sector banks. And it can be said that regarding overall customer engagement people are more engaged with private sector over public sector banks.

scholarly journals SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (5(SE)) ◽  
pp. 42-52
Author(s):  
C. Eugine Franco ◽  
G. Bright Jowerts
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Time Duration ◽  
Public And Private ◽  
Public Sector Banks ◽  
Long Time ◽  
Public And Private Sector ◽  
Immediate Response

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. Service quality in private sector banks is good compare to public sector banks. The various issues the banks are not able to provide immediate response to customers, service time duration is more, long queue deposit the money, waiting for long time, staff behavior is not good, especially public sector banks are not providing multitude services like payment of bills, payment of tax, Banc assurance etc. and problem relating to banking service such as bank statements, error in the statements are not provided immediate response to customers. The scope of this research is to identify the service quality of public and private sector banks in Tirunelveli district. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The study was done taking two types of banks such as public and private sector banks in Tirunelveli district into consideration. The survey was restricted to the bank customers in Tirunelveli district only. As the population size is infinite, 672 respondents are selected as sample among the population using stratified random sampling. The sample has been stratified as 528 from public sector bank customers and 144 from private sector bank customers in Tirunelveli district.

scholarly journals Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

2022 ◽  
Vol 40 (S1) ◽  
Author(s):  
LALITHA P S ◽  
KIRAN KUMAR PAIDIPATI ◽  
B. AMARNATH
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
Public And Private Sector

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

Innovative HRM Practices: A Comparison of Public and Private Sector Banks of India

2015 ◽  
Vol 2 (1) ◽  
Author(s):  
Harjeet Kour ◽  
Kamlesh Gakhar
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Performance Management ◽  
Primary Data ◽  
Public And Private ◽  
The Public ◽  
Public Sector Banks ◽  
Hrm Practices ◽  
Significant Difference ◽  
Public And Private Sector

Due to globalisation, public sector banks are facing tough competition from the private sector banks, both domestic and foreign. To improve their efficiency and to excel in performance, they have realised the significance of innovative HRM practices, which were earlier being used largely by private sector banks. The present study is based on primary data collected from four hundred two employees of eight banks of India comprising of four banks each from the public and private sector. We examine if there is any statistically significant difference between public and private sector banks in the implementation of forty nine innovative HRM practices. These practices fall under seven different heads: recruitment and selection, training and development, performance management, compensation management, career development, employee motivation and employee security. The results of the t-tests indicate that in the area of innovative HRM, organisational policies and practices in the public and private sectors remain different in many important respects. It has been found that the private sector banks are far ahead of the public sector banks regarding the implementation of these practices. Further, it has been found with the help of different statistical tools that the level of implementation of these innovations in the eight surveyed banks also varies when examined individually.

scholarly journals Financial Performance of Banks in India: Are Banks Sound Enough to be Banked Upon

2019 ◽  
Vol 8 (9S) ◽  
pp. 1004-1010
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Financial Performance ◽  
Stability Parameters ◽  
Public And Private ◽  
Public Sector Banks ◽  
Unstable Environment ◽  
Private And Public ◽  
Public And Private Sector ◽  
Asset Quality

The seemingly untamable Non-Performing Assets are leading the Indian banks towards a highly unstable environment. The financial soundness of the banks is mandatory for any economy considering it is one of the most significant and a pre-requisite of a stable economy. The present study examines the financial performance parameters of banks with a probable variation among public and private sector banks for a period between 2005 and 2018. The study is divided into three sections. The first section studies the financial performance of the Scheduled Commercial Banks (SCBs), Public & Private Sector Banks in three identified time bands of last thirteen years. The second section assesses the probable variation in asset quality among Private and Public Sector Banks through statistical inferences. The third section finally examines the probability of variations in asset quality in the three time bands identified in the study. The study concludes a very high volatility among the SCBs during the said period and found Private Sector Banks to be more consistent and bore better stability parameters compared to Public Sector Banks. The statistically inferred results through T-test, Welch test and Post-Hoc test support a significant variation among both the sectors along with presence of significant variations in asset quality.

scholarly journals CEOs and Quiet Life Hypothesis – A Comparative Study on SBI and other Public Sector Banks in India

2020 ◽  
Vol 11 (2) ◽  
pp. 1
Author(s):  
Pushkala Narasimhan ◽  
K. A. Venkatesh ◽  
J. Mahamayi
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Comparative Study ◽  
Market Share ◽  
Banking Sector ◽  
Public And Private ◽  
The Road ◽  
Public Sector Banks ◽  
Road Map ◽  
Public And Private Sector

<p>Quiet Life Hypothesis is a concept which ensures the players in an industry achieving and attaining the highest market share. But Quiet life is also possible with the very strong strategic and efficient leadership at CEO level of any organisation. Their tenure makes the organisation to emerge as industry’s behemoth like SBI. The QLH is tested in the Banking sector especially State Bank of India. Nevertheless, to say Ms. Arundhati Bhattacharya took over as CEO of SBI in Oct, 2013 and with her extended tenure till Oct 2017, she made SBI as the most efficient bank among all public sector banks in handling demonetisation, GST and implementing the road map of merger of all associate banks of SBI and Bharatiya Mahila Bank. The legacy of Ms. Arundhati left SBI in an extremely strategically stronger position than before she became CEO. This paper reveals that the exit of hers made SBI reap the benefits of Quiet Life in comparisons with other public and private sector banks in India.</p>

scholarly journals Financial Efficacy of Selected Public and Private Sector Banks in India

2013 ◽  
Vol 2 (2) ◽  
pp. 26-31
Author(s):  
S Ayyappan ◽  
M SakthiVadivel
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Public And Private ◽  
The Public ◽  
Financial Variables ◽  
Public Sector Banks ◽  
Number Of Factors ◽  
Private And Public ◽  
Public Banks ◽  
Public And Private Sector

The banks in India have over 67,000 branches located across the country. All these are classified into two major categories, nonscheduled banks and scheduled banks. Scheduled banks includes commercial banks and the co-operative banks. The public sector banks are accountable for more than 78 percent of total banking industry in India. Even though private sector banks came later into the market, due to their customer servicing and easy banking features they are also competing equally with already existing public sector banks. so it is very essential to analyze how their financial performance is influenced by number of factors which willfurther suggest them where they need to concentrate more. in this article we have analyzed the correlation between return on total assets and other financial variables of selected private and public banks in India.

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