scholarly journals Factors Affecting Customer Satisfaction in Public Sector Banks (With Special Reference to State Bank of India)

2021 ◽  
Vol 9 (10) ◽  
pp. 398-402
Author(s):  
Arnav Chowdhury
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Private Sector ◽  
Special Reference ◽  
Vital Role ◽  
Factors Affecting ◽  
Indian Economy ◽  
Public Sector Banks ◽  
The People

Abstract: Public sector banks in India play a vital role in the Indian economy, especially State Bank of India, as it is the largest public sector Bank in the country. However, gone are days when SBI was the only option for most of the people in India. With emergence of Private Sector Banks and other Public sector Banks, customer satisfaction plays an important role now a days. This research is all about finding the Factors affecting customer satisfaction in public sector banks with special reference to State Bank of India. Keywords: customer satisfaction in banks. State Bank of India, Banks in India, public sector banks customer satisfaction.

scholarly journals ONLINE SHOPPING AND FOLKLORE - A REVIEW: WITH SPECIAL REFERENCE TO INDIA

2014 ◽  
Vol 1 (1) ◽  
pp. 30-34
Author(s):  
Anand Vyas ◽  
Sachin Gupta
Keyword(s):  
Special Reference ◽  
Online Shopping ◽  
Research Paper ◽  
Factors Affecting ◽  
Online Transactions ◽  
Indian Economy ◽  
The People ◽  
Sales Figure ◽  
Dark Room

The purpose of this research paper is to classify factors affecting the online shopping in India. The weighty growth of online shopping is noticeable in India. More and more consumer is transferring to online shopping rather than traditional buying methods. Many myths and misconceptions emerge in India regarding online shopping. Every new thing, when it is not cleared by all the people properly, it is only a nightmare. Online shopping is intricate in nature. As we know the number of online transactions have been increased, but it is still under the dark room. Government and E-commerce companies should take necessary steps for reducing the level of misconceptions and myths of online shopping in India. This research paper’s purpose is to identifying ‘How’ the companies can be able to overcome these fake information regarding online shopping. Also improve company’s sales figure, for the upliftment of company as well as an Indian economy.

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

2016 ◽  
Vol 34 (5) ◽  
pp. 606-622 ◽  
Author(s):  
Justin Paul ◽  
Arun Mittal ◽  
Garima Srivastav
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Content Type ◽  
Negatively Associated ◽  
Public Sector Banks ◽  
Private And Public ◽  
The Right ◽  
The Impact

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.

scholarly journals A Study of Priority Sector Lending with special reference to Selected Public Sector Banks in Shimoga District

2020 ◽  
Vol 8 (1) ◽  
pp. 51-55
Author(s):  
S Manjushree ◽  
K V Giridhar
Keyword(s):  
Public Sector ◽  
Special Reference ◽  
Financial Institution ◽  
Secondary Data ◽  
Statistical Tool ◽  
Public Sector Banks ◽  
Irrigated Area ◽  
The People ◽  
Efficient Planning ◽  
The Government

A financial institution has a major role to play in the development of any district as they provide financial assistance to the people who take up income-generating activity. The district is predominantly agriculture having 58% land id irrigated area and 42% rain-fed area. Efficient planning facilitates optimal and needs-based use of available resources for meeting the development needs of the region in an equitable and scientific manner. Priority sector lending is a scheme guided by the Government. As per RBI directive, commercial banks advised granting 40% of their total advances to borrowers in the priority sectors. Priority means to give preference and privilege. This paper provides a platform to understand priority sector lending by public sector banks with special reference to shivamogga district. The District credit plan of shivamogga district during the year 2019-2020 provides the information of outlay. An outlay of Rs.3395 crores has been provided for agriculture out a total priority outlay of RS.6262 crores. The study has used both primary and secondary data. The collected data are embodied by using tables, and analysis was done by using percentage analysis and a statistical tool like X2 test is also used.

scholarly journals Camel Research of Selected Private and Public Sector Banks in India

2019 ◽  
Vol 8 (12) ◽  
pp. 1237-1248
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Capital Adequacy ◽  
Public Sector Banks ◽  
The People ◽  
Start Up ◽  
Private And Public ◽  
Financial Growth ◽  
Earning Quality ◽  
Asset Quality

Banks are the mainstay of any country’s economic development. The money is stored in the bank, wherein the people are risk free of keeping money at home, and whenever required can take their money. The banks also help for any business growth or any start up business. And to meet all this peoples’ requirement and even gain profits, banks sees their financial growth and analyze as what to be done to meet the requirements. Even the people should know, whether the bank in which they have gone on their money is stable and can give back their money back when needed or when the bank fails to shut down due to unavailability of assets or loss which cannot be reclaimed. This report examines the execution of certain private and public sector banks. Five banks from private sector viz. ICICI, HDFC, Axis, YES, Kotak Mahindra and five banks from public sector viz. SBI, PNB, BOB, UBI and Canara bank were chosen for this analysis. The data were collected for a period from 2012-2013 to 2016-2017 (5 years). CAMEL analysis (Capital adequacy, Asset quality, Management efficiency, Earning quality, and Liquidity) was applied towards assessing the performance. Based on CAMEL rating, HDFC & AXIS Bank are considered as performing above average; whereas PNB & Canara Bank is seen as below average. Thus, it could be concluded that in all the parameters of the CAMEL Model and its sub-parameters, the performance of the private sector is found to be better than the public sector. .

scholarly journals Exploring the Relational Impact of Service Quality on Customer Satisfication

2015 ◽  
Vol 14 (4) ◽  
pp. 17-31 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Dr. Alok Kumar Rai
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Service Sector ◽  
Strong Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
And Performance ◽  
Public And Private Sector

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.  

scholarly journals A COMPARATIVE STUDY ON THE CUSTOMERS’ SATISFACTION IN SELECT PRIVATE SECTOR AND PUBLIC SECTOR BANKS IN TIRUNELVELI DISTRICT

2016 ◽  
Vol 4 (12SE) ◽  
pp. 47-54
Author(s):  
R. Arumugarajan
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Comparative Study ◽  
Banking Sector ◽  
Vital Role ◽  
Private Party ◽  
Public Sector Banks ◽  
Factors Influencing ◽  
High Satisfaction ◽  
Private Banking

Banks are considered as vehicle of finance in a nation. The finance should be given all the parts of country in the perfect manner. Thus, lots of banks are allowed to run their business. Due to privatisation, many of the private party also enter in to banking sector. Thus, the customers have different kinds of banks. So the satisfaction of customers has very vital role among the bankers. Here the factors influencing on satisfaction of customers is analysed and private banking sector gives high satisfaction than public sector banks.

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.

Analysis of Financial Performance of Public Sector Banks in India: CAMEL

2020 ◽  
pp. 097674792096686
Author(s):  
Yudhvir Singh ◽  
Ram Milan
Keyword(s):  
Public Sector ◽  
Banking Sector ◽  
Positive Impact ◽  
Secondary Data ◽  
Capital Adequacy ◽  
Factors Affecting ◽  
Public Sector Banks ◽  
The Government ◽  
And Performance ◽  
Asset Quality

Public sector banks have been merged by the government in the last few years. This is the rationale behind conducting this study. The purpose of this article is to determine the factors affecting the performance of public sector banks in India and the interrelationship between bank-specific determinants and performance of public sector banks. In this article, we shall analyse the financial data of all the public sector commercial banks for a period spread across 11 years (2009–2019); Capital adequacy, Assets quality, Management efficiency, Earning, and Liquidity (CAMEL) has been used as a performance determinant; system generalised method of moments (GMM) analysis has been used to find the effect of determinants on the performance measurement of public sector banks; and CCA (canonical correlation analysis) has been used to find the interrelationship between the bank-specific determinants and the performance of public sector banks. The finding has important implications in terms of performance in the banking sector. Certain limitations of this study are: It is based on secondary data. The study only covers the financial aspects and not the non-financial aspects. It is found that the asset quality is negatively related with performance of public sector banks. Liquidity and inflation are inversely related to performance of public sector banks in India. Capital adequacy is positively related with banks’ performance, but inversely related with banks’ interest margin. GDP growth has a significant positive impact on banks’ performance, but inversely related with banks’ interest income. Inflation rate is inversely related with banks’ performance. Banking sector reforms are insignificantly related with banks’ performance.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

Sign in / Sign up

Export Citation Format

Share Document