scholarly journals A comparative study on customers perception on service quality in cooperative and nationalized banking sector with reference to coimbatore district in tamil nadu

2014 ◽  
Vol 1 (3) ◽  
pp. 170-190
Author(s):  
Velanganni V
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Tamil Nadu ◽  
Business Performance ◽  
Service Sector ◽  
Banking Sector ◽  
Research Question ◽  
Financial System ◽  
Economic Transformation ◽  
Marketing Service

Financial system is the most important institutional and functional vehicle for the economic transformation in the country. Banking sector is reckoned as the hub and barometer of the financial system. As a pillar of the economy, this sector plays a predominant role in the economic development of the country. The banking sector is considered as growth facilitator. In recent years, the banking industry around the world has been undergoing a rapid transformation.As India is moving towards a service economy marketers require knowing more about marketing service product. Service has increasingly assumed a vital position in the Indian Economy. There is a prospective market for services and increasing supremacy of services in economies contribution of service sector have drawn growing attention to the issues of the service sector.Quality has been recognized as a strategic tool for attaining efficiency and improved business performance. This paper includes the review of literature on service quality and behaviour intension and discussed in relation to each of the research question. The paper concludes with a summary and description of implication of the findings. The research has examined the customer service in banking sector in this paper under three major headings, viz.,pre sale service , product features, office services, Behavioural Response, post sale services and with regard to satisfaction on service quality on people, physical evidence and processes.

scholarly journals Service Quality Analysis of Banks in Rajasthan Post Financial Inclusion Program

2021 ◽  
Vol 18 ◽  
pp. 396-401
Author(s):  
Shailja Khanduri
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Banking Sector ◽  
Financial Inclusion ◽  
Quality Analysis ◽  
Indian Government ◽  
Public And Private ◽  
Reliability Factor ◽  
Indian Banks ◽  
Public And Private Sector

This study applies SERVQUAL analysis to measure the service quality offered by Indian banking sector in the Indian state of Rajasthan. This study was performed 5 years after the launch of national mission for financial inclusion by Indian government. Both the public and private sector banks were incorporated in the study. Respondents are mostly from the urban background spread over various cities in Rajasthan. The dimensions studied are tangibility, reliability, responsiveness, assurance and empathy. The average SERVQUAL score was found to be -0.189 and the results reveal about 95.22% customers’ expectations were met. The empathy factor satisfying customers’ expectations (99.28%) shows the tremendous quality of personal handling in Indian banks service sector, while the lowest score on the reliability factor (89.63%) gives an idea of customer’s concerns regarding reliability of services in Indian banking sector. Overall, the present study finds that Indian urban banks average performance vis-à-vis the five service quality dimensions is quite satisfactory

DENA BANK — Competing with Private and Foreign Banks

2007 ◽  
Vol 11 (01) ◽  
pp. 117-139 ◽  
Author(s):  
Amit Sachan ◽  
Anwar Ali ◽  
Rajen K. Gupta
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Banking Sector ◽  
New Technologies ◽  
External Environment ◽  
Foreign Banks ◽  
Strategic Responses ◽  
The Core ◽  
Technology Revolution ◽  
Liberalization Policy

Since 1995 with the increasing importance of the service sector, liberalization policy and information technology revolution, the banking sector as a whole had undergone significant changes in India. The case presents a brief outline of the developments which happened in the Indian banking sector and discusses Dena Bank's efforts in the last decade in the area of customer service. The case explores how customers interacted with banks, how banks made money, how external environment was changing the core activities and core assets of banks in India and the opportunities and challenges arising out of all these. The case ends with the question on what Dena's strategy should be in response to the new competition and new technologies. The case is useful in looking at strategic responses to changes.

scholarly journals Penerapan Metode SERVQUAL pada Bank X

2016 ◽  
Vol 12 (2) ◽  
pp. 369
Author(s):  
Nilda Tri Putri ◽  
Jonrinaldi Jonrinaldi ◽  
Ranti Pratiwi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Services Quality ◽  
Marketing Research ◽  
Services Marketing ◽  
Repair Service ◽  
Five Dimensions

The banking sector had become industrial which keeps growing. Competition requires each bank competing to attract many customers in many ways both in terms of products, technologies, and services. Marketing Research Indonesia (MRI) performs measurements of the services quality of the banking. X Bank occupies the fifth position in terms of service quality. X Bank need to do repair service constantly to improve customer loyalty. The method used was servqual consisting of five dimensions. Based on gap between perception and expectations known priority on X Bank. Repair service with the main priority is customer service quickly. A long customer service cause long queue at customer service and teller. Typically, most clients come at the beginning of the month. However, a large number of customer that are not anticipated by the number of teller and customer service. Customer satisfaction level of this attribute only 68,09%. That means the banks need to make improvements such as by adding the number of teller and customer service at a particular time and organizing shift work teller and customer service more effectively.Keywords : service quality, gap, Marketing Research Indonesia.

Customers’ Emotional Reactions as Significant Predictors Towards Excellent Customer Service Experiences

2017 ◽  
Vol 3 (1) ◽  
pp. 9
Author(s):  
Anizah Zainuddin ◽  
Shereen Noranee
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Emotional Responses ◽  
Sampling Technique ◽  
Emotional Reactions ◽  
Retail Banking ◽  
Personal Contact ◽  
Quality Value ◽  
Service Experiences

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer service experiences could be interpreted as just meeting the expectations of the retail banking customers, not any sort of exceeding of failing short of the expectations. Most of the banks try to achieve competitive advantage by taking the responses of the retail banking customers beyond the level of „just service satisfied‟ towards „exceeding their service expectations‟. Therefore, this study attempts to fill this gap by examining the relationship between customers‟ emotional reactions and excellent customer service experiences in banking sector. Structured questionnaires were distributed to 320 retail banking customers using purposive sampling technique in the area of Klang Valley. The instruments used for data collection for all variables in the study includes bank image, emotional reactions, bank service quality value, personal contact value and excellent customer service experiences were adapted from various studies using five point likert scale. The results suggest that emotional reactions, bank service quality value and personal contact value had a moderate relationship with excellent customer service experiences. This study identifies the types of efforts that can be implementing in helping banking sector caused by retail banking customers‟ emotional responses.

Connecting the Dots Between E-CRM and Customer Loyalty

2021 ◽  
pp. 123-140
Author(s):  
Lejla Turulja ◽  
Merima Činjarević
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Online Community ◽  
Banking Sector ◽  
Relative Importance ◽  
Marketing Tactics ◽  
Reward Program ◽  
Service Sectors ◽  
Connecting The Dots

The main purpose of this study is to investigate the effects of e-CRM tactics on customer loyalty in B2C markets. In addition, this study attempts to explore the mediating roles of customer service quality and perceived value in the e-CRM – customer loyalty relationship. Moreover, the current research explores the relative importance of individual e-marketing tactics (personalization, reward program, online community, and customer service quality) is a customer loyalty model. A conceptual model is empirically tested in the context of the bank industry, using a sample of 203 bank users. The results indicate that e-CRM has a positive indirect effect on customer loyalty via customer service quality. The findings suggest that online services, personalization, and ease of website navigation are the most important factors in influencing customer loyalty. The present study enhances our understanding of the importance of individual e-CRM tactics in influencing customer loyalty and thereby provides valuable insights for marketing managers in service sectors, particularly the banking sector.

Performance Evaluation of Customer service in selected Indian commercial banks

2019 ◽  
Vol 118 (3) ◽  
pp. 123-136
Author(s):  
R. Thamilselvan ◽  
J. Kumar
Keyword(s):  
Performance Evaluation ◽  
Service Quality ◽  
Customer Service ◽  
Commercial Banks ◽  
Banking Sector ◽  
New Technologies ◽  
Service Industries ◽  
Banking Organization ◽  
Significant Difference ◽  
Fierce Competition

The banking industry like many  financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition, and especially more demanding customers, and the changing climate has presented an unprecedented set of challenges.  Performance evaluation of customer service is one integral part of any facet of banking and it defines future of any banking organization. In banking sector, the whole range of activity and generation of income swivels around the customer. From a very comfortable and peaceful environment, now the Indian Banking Sector is characterized by stiff competition for the customer’s satisfaction and profits war between different banking groups i.e. this paper tries to analyze the performance evaluation of customer service in selected Indian commercial banks. This study is just a small step in understanding the multi dimensional construct of customer service quality and its implications in today’s competitive environment. There is no significant difference in opinion among the customers about confidence building and technology augmentation aspect of Customer service quality. It is concluded that the performance evaluation of  customers are more satisfied than the customers of Indian commercial banks and there is a strong bondage between expectations, level of satisfaction and customer loyalty in banks.

The impact of customer service quality on customer satisfaction in Islamic banking

2017 ◽  
Vol 8 (4) ◽  
pp. 595-604 ◽  
Author(s):  
Mohamed Abdulnaser Janahi ◽  
Muneer Mohamed Saeed Al Mubarak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction. Design/methodology/approach The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study. Findings This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction. Research limitations/implications The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction. Practical implications This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers. Originality/value This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia’h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.

scholarly journals Prioritization of Customer Service Quality Dimensions in Indian Cooperative Banks: RIDIT & Grey Relational Approach

2021 ◽  
Vol 12 (3) ◽  
pp. 42
Author(s):  
Sona Srivastava ◽  
Rama Koteshwara Rao Kondasani ◽  
Amit Kumar Masih
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Ranking Methods ◽  
Relative Significance ◽  
Perceived Service Quality ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Cooperative Banks ◽  
Grey Relational

The principal objective of this research paper is to Prioritise Customer Perceived Service Quality (CPSQ) in the proportion of service quality for Indian cooperative banking sector. In order to understand the cooperative banking customer’s perspective and their relative significance, thirty three service quality dimensions are considered and deeply analysed. In addition, Questionnaire of Customer Perceives Service Quality (CPSQ) is also collected and implemented. Here, the necessary data is collected in the months of November 2019 and January 2020 respectively by using convenience sampling method. The data is collected from the state of Utter Pradesh, India. The reason behind choosing Utter Pradesh is, it agriculturally strong and has higher population (around 20 Crores) in India. Here, to prioritise the CPSQ scale, we have used Relative to an Identified Distribution (RIDIT) & Grey Relational Analysis (GRA) and later we also compared the results to check the reliability of these ranking methods. To perform this prioritization we have used seven factors such as Efficiency (EFF); Infrastructure (INF); Effectivenes (EFT); Timely Services (TMS); Bank Image (BIG); Safety & Security (SS) and Up to date technology (UDT). Later, GRA and RIDIT analysis are also conducted to distinguish the prioritization of service quality items. The present study and analysis helps to validate the cooperative banks service quality in general by ranking the service quality dimensions, which are specifically important in Indian banking sector to improve and enhance its quality. Finally, the obtained results shows that, it is apparent that managers of cooperative banks in Indian scenario must focus more on cooperative bank quality dimensions to improve the reliability of their customer’s perception of cooperative banking in terms of better performance and service quality.

scholarly journals Examination of Service Quality Models in Research

2019 ◽  
Vol 9 (1S4) ◽  
pp. 1052-1055
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Service Sector ◽  
Banking Sector ◽  
Developed Countries ◽  
Financial Inclusion ◽  
Quality Models ◽  
Changing Trend

In India, the service sector is in a tremendous growth now. It contributes a considerable share in countries GDP. The initiatives of government on financial inclusion and expanding the coverage of the service and development of e- banking creates lot of opportunity for banking sector in terms of innovative financial product, customizes service to the customer. Assessing the service quality and reframing the existing SERQUAl model is necessary to address to the changing trend. In Developed countries, it is quite common that the growth of service sector is more and having good enough competition which makes them to redefine the service quality. This paper aims to the study the existing literature of service quality and prepares a new conceptual model. We used 31 literatures for this study from Elsevier publishers

scholarly journals A Study on the Positive Potential of Demonetization and Digital Payment System to improve Service Quality of Indian Banks

2017 ◽  
Vol 7 (1) ◽  
pp. 1
Author(s):  
Sumanta Mukhopadhyay
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Financial Services ◽  
Banking Sector ◽  
Payment System ◽  
Positive Potential ◽  
Loyal Customer ◽  
Customer Delight ◽  
Private And Public ◽  
Indian Banks

<div><p><em>The present wave of Demonetization and Digital Payment System towards a Cashless Economy demands that our Commercial banks provide superior customer service as one of the biggest provider of banking and financial services in our urban and rural hinterland. Loyal customer base can only be created through delivering Customer Delight. But the crux of the matter is that to achieve better performance, the Indian banks, both private and public, need to provide Service Quality. Different authors in India have tried for introspection of the service quality through different constructs and dimensions in the banking sector in India. Here in this paper, we will try to investigate different works related to banking done in India, the different dimensions researched so far and the positive potential of Demonetization and Digital to make SERVQUAL Dimensions more effective towards delivering better customer satisfaction.</em></p></div>

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