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.

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.

Comparative Analysis of Service Quality Perception Between Public Sector and Private Sector Banks of India

2019 ◽  
pp. 117-138
Author(s):  
Deepika Singh Tomar ◽  
Rohit Singh Tomar
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Financial Institutions ◽  
Banking Sector ◽  
Research Work ◽  
Retail Banking ◽  
Primary Data ◽  
Public Sector Banks ◽  
Quality Aspects ◽  
Private And Public

The chapter deals with the study of customers' expectations as well as their perceptions for service quality in banking sector. Again, the study focuses on the influence of major demographic variables such as age, income, education, and occupation on customers' expectations and perceptions for service quality. Moreover, this research work has been carried out with the help of primary data collected through a survey of 300 retail banking customers (i.e., 150 ICICI Bank customers and 150 SBI customers of Agra region). In India, retail banking is one of the fastest growing industries. The present study has endeavored to examine the service quality aspects of the two leading banks in Agra region and will also help the other private and public sector banks and financial institutions to have a better understanding of customer needs and the booming opportunities in retail banking in India.

scholarly journals Impact of Information and Communication Technology on Service Quality of Banking Sector: A Comparative Study of Private and Public Sector Banks in Gwalior and Chambal Region

2017 ◽  
Vol 7 (1) ◽  
pp. 20
Author(s):  
Anil Vashisht
Keyword(s):  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Public Sector Banks ◽  
Effective Implementation ◽  
Private And Public ◽  
Information And Communication ◽  
The Impact ◽  
Adoption Pattern

<div><p><em>This paper studies the impact of IT in the service quality of banking sector. The purpose of the intended research involves determining bank adoption pattern of electronic media, factors constituting drivers and inhibitors for bank adoption, dimensionality of e-banking services quality as affected by IT, and customer adoption of such services. The study has also highlighted the determinants of service quality are directly influenced by IT and to explore what are the enabling and retarding factors for effective implementation and upsurge of IT system in banks.</em></p></div>

The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)

2017 ◽  
Vol 21 (1) ◽  
pp. 76-85 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal ◽  
Suyash Mishra
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Measurement Model ◽  
Equation Model ◽  
Corporate Image ◽  
National Capital Region ◽  
Public Sector Banks

The purpose of this article is to identify the dimensions of service quality (SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction (CS), and therefore the effect of CS on corporate image (CI) in the selected public sector banks (PSBs) in India. The sample of the study consists of 640 retail customers of PSBs in the National Capital Region (NCR) of India and the data were collected through a structured questionnaire using a 7-point Likert scale based on purposive sampling. Therefore, the authors empirically validate a measurement model using structural equation modelling (SEM) through path analysis. The findings revealed that ‘tangibility’ and ‘assurance’ dimensions were most important predictors of CS among all five dimensions of SQ. In addition, the results also validate that CS is an important antecedent for influencing CI, and therefore CS acts as a linkage between SQ dimensions and CI in the Indian context. Finally, the research article presents the conclusion, implications and limitations and the possible directions for further research.

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.

Measuring Service Quality of Commercial Banks in an Underdeveloped Economy

2014 ◽  
pp. 256-267
Author(s):  
M. P. Bezbaruah ◽  
Basanta Kalita
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Commercial Banks ◽  
Banking Sector ◽  
Quality Standard ◽  
Reform Era ◽  
The Public ◽  
Public Sector Banks ◽  
Private Banks

In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.

A Pragmatic Study of Employee Perception on Service Quality Management Practices in the Banking Sector

2020 ◽  
Vol 9 (2) ◽  
pp. 38-56
Author(s):  
Rama Mohana Rao Katta ◽  
Chandra Sekhar Patro ◽  
Sanyasi Rao Pinninti
Keyword(s):  
Public Sector ◽  
Quality Management ◽  
Service Quality ◽  
Management Practices ◽  
Banking Sector ◽  
Employee Perception ◽  
Public Sector Banks ◽  
Quality Management Practices ◽  
Internal Customers ◽  
Service Quality Management

Service quality is regarded as an essential success factor for any organization to stand out from its competitors. In the present competitive environment, the banking sector to be successful should not only focus on providing a wide range of product lines but also emphasize the importance of its services, particularly in maintaining service quality. The employees should be contented with the service quality management practices adhered to by the banks. When internal customers perceive higher value, they can provide better quality services to external customers. The study examines employee perception of service quality management practices in public sector banks. The results reveal that there is a significant association between demographic factors and employee perceptions of service quality management practices in public sector banks. The findings may be helpful to infer the niceties of business needs and promote necessary strategies in improving service quality to satisfy employee as well as customer expectations in the banking sector.

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.  

Measuring Service Quality of Commercial Banks in an Underdeveloped Economy

2016 ◽  
pp. 1316-1327
Author(s):  
M. P. Bezbaruah ◽  
Basanta Kalita
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Commercial Banks ◽  
Banking Sector ◽  
Quality Standard ◽  
Reform Era ◽  
The Public ◽  
Public Sector Banks ◽  
Private Banks

In the post-reform era, quality delivery of the services has acquired centre point of the service industry around the globe. The banking sector being purely a service-related industry has been influenced more by the issue of providing quality service. With the entry of private banks, the banking sector has gone through many transformations including the way services are extended. In a backward state like Assam, this has arrived a little late, but the changes are gradually visible. The chapter captures the service quality standard of the Scheduled Commercial Banks (SCBs) and also for the different bank groups in order to make a comparison. The SERVPERF scale is used to study the replies of the customers in two cities, Guwahati and Tezpur, and some econometric tools are used to analyse the data. The study reveals that the private sector banks are far ahead of the public sector banks in terms of quality of service. The private banks influence the service quality of the SCBs the most among all the bank groups. Overall, the public sector banks, which are the dominant market players, will have to work hard to catch the level of the private banks.

The Impact of Emotional Intelligence on Workplace Behaviour: A Study of Bank Employees

2017 ◽  
Vol 20 (2) ◽  
pp. 458-478 ◽  
Author(s):  
Simarjeet Makkar ◽  
Sriparna Basu
Keyword(s):  
Emotional Intelligence ◽  
Public Sector ◽  
Banking Sector ◽  
Strong Relationship ◽  
Future Research ◽  
The Public ◽  
Public Sector Banks ◽  
Private And Public ◽  
Bank Employees ◽  
The Impact

This study investigates the impact of emotional intelligence (EI) on the workplace behaviour of the employees in the Indian banking sector. Banking industry was chosen for this research owing to the dynamic nature of this sector propelling a heightened need for compatibility and resilience of employees. The purpose of the study was twofold: (a) to examine if there is a significant impact of EI on workplace behaviour of the employees in both private and public sector banks; and (b) to determine if the impact is more in one sector than the other. Goleman’s EI framework (1995) and Emotional Competence Inventory (ECI) was used for data collection. Six banks were selected for this study: three from the public sector and three from the private sector as sample covering Mumbai. The findings of the study revealed that there is a strong relationship between EI and workplace behaviour of employees in the banking sector and there is also a difference of the impact of EI on workplace behaviour of the employees in private and public sector banks. The analysis derives meaningful implications for managerial policy in banks as well as for future research.

Sign in / Sign up

Export Citation Format

Share Document