Empirical Study On Attributes Leading To Satisfaction Among Bank Customer

2019 ◽  
Vol 118 (7) ◽  
pp. 101-110
Author(s):  
Ms.U.Sakthi Veeralakshmi ◽  
Dr.G. Venkatesan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Banking Sector ◽  
Positive Impact ◽  
Quality Performance ◽  
Public And Private ◽  
The Difference ◽  
The Individual ◽  
Private Banking ◽  
Service Gap

This research aims at measuring the service quality in public and private banking sector and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 500 bank customers by using revised SERVQUAL instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The researcher has used a seven point likert scaling to measure the expected and perceived service quality (performance) and the behavioral intention of the customer. The instrument was selected as the most reliable device to measure the difference-score conceptualization. It is used to evaluate service gap between expectation and perception of service quality. Modifications are made on the SERVQUAL instrument to make it specific to the Banking sector. Questions were added to the instrument like Seating space for waiting (Tangibility), Parking space in the Bank (Tangibility), Variety of products / schemes available (Tangibility), Banks sincere steps to handling Grievances of the customers (Responsiveness). The findings of the study revealed that the customer’s perception (performance) is lower than expectation of the service quality rendered by banks. Responsiveness and Assurance SQ dimensions were the most important dimensions in service quality scored less SQ gap. The study concluded that the individual service quality dimensions have a positive impact on Overall Satisfaction.

scholarly journals Service Gap of Selected Public and Private Commercial Banks in Bangladesh

2012 ◽  
Vol 1 (2) ◽  
pp. 83-95
Author(s):  
Mst. Momena Akhter
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Commercial Banks ◽  
Banking Sector ◽  
Vital Role ◽  
Public And Private ◽  
The Public ◽  
Classification Code ◽  
Environment Service ◽  
Service Gap

The economy of a country is largely dependent on banking sector. In this case, Bangladesh is not exceptional. Both public and private banks play a vital role in the economy, making up one of the biggest providers of services in the Bangladesh economy. In the current banking environment, service quality is one of the main weapons, which enables the banks to differentiate from each other. It is said that service quality has become an important factor to survive and succeed in the banking sector.  Hence, providing a better service quality is vital, as banks have to compete for customers. In this paper, the factors leading to the service provider gaps in case of selected public and private commercial banks have been identified and measured and it attempts to show the relationship between the provider gaps of these banks and the gap between expected service and perceived service (customer gaps). Two public commercial banks (Janata Bank Ltd., and Agrani Bank Ltd.) and two private commercial banks (Dutch Bangla Bank Ltd., and Prime Bank Ltd.) were selected for the purpose of the study. In this paper there is an endeavor to recognize whether the service provider gaps and the customer gaps are correlated and takes into consideration the problems of organizational quality gaps where the quality losses occur. This will help the management of these banks to know where the service gaps lie and how to close the gaps for providing quality service to their clients. This study shows that the overall service gap is higher in the public commercial banks in comparison to the private commercial banks. To remove this gap and to improve the overall service quality this paper has recommended some measures for both public and private commercial banks in Bangladesh. GEL Classification Code: M30; M31

scholarly journals Efficiency Measurement of Indian Banking Industry: An Empirical Comparative Analysis

2021 ◽  
Vol 12 (4) ◽  
pp. 135
Author(s):  
Syed Raziuddin Ahmad ◽  
Muhammad Nauman Khan
Keyword(s):  
Technical Efficiency ◽  
Banking Sector ◽  
Banking Industry ◽  
Scale Efficiency ◽  
Public And Private ◽  
The Public ◽  
Private Banks ◽  
Public Banks ◽  
The Individual ◽  
Private Banking

The following study is conducted to measure and compare the performance of 32 Indian banks, 21 public banks, and 11 private banks, at two tiers during the period of 2008–2018. Industrial analysis of both the public and private banking sectors is conducted in the first tier, followed by an individual bank-level analysis at the second tier. Data analysis consists of deposits, assets, and equity as inputs to measure the outputs practicing data envelopment analysis techniques. The empirical results portray a mixed trend in various elements of efficiency. They reveal that with the common pledge to expand market share and performance, public and private banks have been improving and covering the highest efficiency level. However, at the industry level, the private banking industry has slightly better technical and pure technical efficiency results compared to the public banking industry. On the other hand, the public banking sector performed well compared to the private banking industry in the stipulated study period based on mean scale efficiency results.Generally, many studies on Indian Banking Industry focus on determinants of industrial banking growth indicators. Further, we examine Indian banking performance at the individual bank level by incorporating the latest available data. In terms of technical and pure technical efficiency, Kotak Mahindra Bank Ltd., a private bank, scored the highest at the individual bank level. The State Bank of Bikaner & Jai has the highest score in terms of scale efficiency and thus is the best example of a public sector bank. Despite the improvement in income and deposits in both types of banking, there is still room for public banks to redirect their short-term and long-term marketing and communication strategies to focus on targeting customers and enhancing management skills at the branch level.

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Drita Kruja ◽  
Huong Ha ◽  
Elvira Tabaku
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Eastern Europe ◽  
Student Satisfaction ◽  
Instructional Effectiveness ◽  
Private Higher Education ◽  
Public And Private ◽  
Content Type ◽  
Significant Difference ◽  
The Individual

Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.

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

Antecedents of customer satisfaction: a study of Indian public and private sector banks

2013 ◽  
Vol 31 (3) ◽  
pp. 167-186 ◽  
Author(s):  
Vinita Kaura
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Positive Impact ◽  
Retail Banking ◽  
Employee Behavior ◽  
Public And Private ◽  
Content Type ◽  
Service Convenience ◽  
Public And Private Sector

PurposeThe purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks.Design/methodology/approachA cross‐sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses.FindingsDimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post‐benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post‐benefit convenience.Research limitations/implicationsThis study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations.Practical implicationsThis study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers.Originality/valueThe paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

scholarly journals A STUDY OF JOB SATISFACTION IN PUBLIC and PRIVATE BANKING SECTOR EMPLOYEES OF MEERUT REGION

2021 ◽  
Vol 9 (66) ◽  
pp. 15595-15606
Author(s):  
Parul Singh ◽  
Rahul Sharma
Keyword(s):  
Job Satisfaction ◽  
Public Sector ◽  
Banking Sector ◽  
Statistical Technique ◽  
Length Of Service ◽  
Satisfaction Scale ◽  
Public And Private ◽  
Independent Variable ◽  
And Gender ◽  
Private Banking

This study finds out the effect Types of Bank (A), Cadre (B), Length of Service (C) and Gender (D) of the employees on job satisfaction. 240 subjects were used as sample of the research. Out of these 240, 120 subjects were of public sector bank and 120 of private bank of Meerut Region. Each group of 120 individuals consisted of 60 officers and 60 clerical staff. Each group of 120 bank employee consisted of 60 employee of below 5 years and 60 employee of above 10 years, In each subgroup of 30 subjects, 15 were Male and 15 Female. Effects of this The first independent variable, type of bank was varied at two type i.e., Private Sector (A1) and Public Sector (A2), Second variable cadre has two categories Officer (B1) and Clerical (B2). Third variable length of service has two categories i.e., below 5 years (C1) and above 10 years (C2) fourth variable gender has two categories, i.e., Male (D1) and Female (D2).Job Satisfaction Scale: This test was developed by Prof. S.K. Srivastava of Gurukul Kangri University; Haridwar. As the design of the study is 2x2x2x2 between group fractional designs, with 16 cells was used to examine the effect of three independent variable on job satisfaction. ANOVA was used as statistical technique to analyze the data followed by Mean and Newman-Keuls Multi-group Comparison Test.

scholarly journals Influence of Service Quality on Customer Satisfaction and Customer Loyalty in the Private Banking Sector of Bangladesh: A PLS Approach

2020 ◽  
Vol 1 (3) ◽  
pp. 8-17
Author(s):  
Rashed Al Karim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Bottom Line ◽  
Managerial Implication ◽  
Five Dimensions ◽  
Financial Organization ◽  
Private Banking ◽  
The Impact

In this competitive business era, the key strategy for the success and survival of any business organization is the deliverance of quality services to customers because service quality has beneficial effect on the bottom-line performance for the organization. As a financial organization, banks are continuously introducing their new products and services at regular intervals to satisfy and retain their customers and hence, achieving high levels of service is one of techniques to keep customers both satisfied and loyal. Thus, this study intends to determine the impact of Service Quality on Customer Satisfaction and Customer Loyalty in private banking sector of Bangladesh. Five dimensions of Servqual Model such as tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman, Zeithaml, & Berry, 1985) are considered as the base for this study. A structured questionnaire with 5-point Likert scale has been used to gather the data for this study by conducting survey. The sample size is 100 and chosen on a convenient basis. Data has been analyzed by using PLS 3.0 software. SPSS software (version 20) package was also used to present the data demographically. The result shows that tangibility and empathy have significant effect on customer satisfaction, on the other hand, reliability, responsiveness and assurance don’t have any significant effect on customer satisfaction. Moreover, customer satisfaction has direct significant effect on customer loyalty. Finally, this study proposed few recommendations for the managerial implication.

scholarly journals A study on operational performance of selected public and private sector banks in India

2021 ◽  
Vol 6 (9) ◽  
pp. 26-33
Author(s):  
M. Mohan ◽  
K. Someshwer Rao
Keyword(s):  
Private Sector ◽  
Banking Sector ◽  
Positive Impact ◽  
National Income ◽  
Operational Performance ◽  
Ratio Analysis ◽  
Public And Private ◽  
The Public ◽  
Deviation Coefficient ◽  
Public And Private Sector

The banks are prime intermediaries in mobilising the resources to various sectors of Indian economy. The flow of bank credit has a positive impact on the growth of the banking sector and contributes increasing the national income, employment and production. The present study analysing the operational performance of the public and private sector banks in India. The purpose of the study two public and private sectors banks SBI, PNB and HDFC, ICICI banks selected. The study period covers five years 2015 to 2019. The data analysis has been done using the ratio analysis, descriptive statistics like mean, standard deviation, coefficient of variation.

scholarly journals Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafikul Islam ◽  
Selim Ahmed ◽  
Mahbubar Rahman ◽  
Ahmed Al Asheq
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Banking Services ◽  
Content Type ◽  
Research Findings ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Private Banking ◽  
Customer Satisfaction And Loyalty

PurposeThe main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.Design/methodology/approachThe researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.FindingsThe research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.Research limitations/implicationsThe research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.Originality/valueThis study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

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