scholarly journals Measuring Overall Customer Satisfaction for CRM Activities Performed by Indian Commercial Banks in Surat City

2020 ◽  
Vol 8 (1) ◽  
pp. 16-27
Author(s):  
Shaileshkumar Jausukhbhai Limbad ◽  
Vinod Patel
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Significant Relationship ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Research Study ◽  
Marketing Mix ◽  
Customer Relationships ◽  
Public Sector Banks

Purpose: The primary purpose of this paper is to measure the customer perception towards customer relationship management practices of Indian commercial banks in Surat city. The researcher also tries to study the different factors affecting the private and public sector banks’ customers.Design/methodology/approach: This research study is descriptive. The study adopted a nonprobability convenience sampling method after initially applying the stratified sampling. Findings: For private sector banks, reliability, responsiveness, and marketing mix elements have a significant relationship with overall satisfaction and also a significant relationship between overall customer satisfaction and loyalty. For public sector banks, a significant relationship found between assurance and marketing mix elements with overall customer satisfaction and between overall satisfaction and loyalty.Practical implications: The study researcher tried to establish a relationship between customer satisfaction and effective management of customer relationships. It is to be suggested that the banking sector, regardless of the tangible elements, should improve its operations in providing customers with highly advanced and reliable services.Originality/value: The research study aims to make managers able to assess CRM activities and processes in Indian commercial banks, focusing on new methods of delivering banking services and ways to managing healthy relationships with key customers.

scholarly journals Measuring Customer Satisfaction for Customer Relationship Management Activities Perform by Indian Commercial Banks in Surat City

2020 ◽  
Vol 9 (1) ◽  
pp. 8-17
Author(s):  
Shaileshkumar Jausukhbhai Limbad ◽  
Vinod Patel
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Commercial Banks ◽  
Research Study ◽  
Sampling Technique ◽  
Target Population ◽  
Business Environment ◽  
Marketing Mix ◽  
Customer Relationship ◽  
Important Relationship

The primary purpose of this paper is to measure customer satisfaction for CRM activities perform by Indian Commercial Banks in Surat city. The other purpose is to measure overall customer satisfaction with the services provided by top 3 Indian private and top 3 Indian public commercial banks in Surat. Qualitative methods were used to develop the scope of research to study customer perception. This research study is descriptive in nature. The most appropriate method for selecting the target population is the sampling method of non-probability comfort followed by stratified sampling technique. Of the 1,200 questionnaires distributed, 973 questionnaires were finally considered to correctly analyze the data. Appropriate statistical tools and techniques were used for the research study. Factors were found to differentiate performance based on types of banks. For the reliability of private banks, the response elements and the marketing mix have a great relationship with overall satisfaction, as well as an important relationship between overall customer satisfaction and loyalty. For public sector banks, there is an important relationship between the elements of collateral and the marketing mix, the overall satisfaction of customers, and the overall satisfaction and loyalty. ICICI is the leading bank in terms of performance from a customer perspective and among the public sector bank BOB (Bank of Baroda) which has performed much better than other banks. With the researcher the researcher tries to establish a relationship between customer satisfaction and effective management of the customer relationship. The researcher concludes that for some factors, there is an important relationship between CRM and overall customer satisfaction and an increase in the customer base. Therefore, the management of banks is encouraged to implement CRM programs so that they can take advantage of the current competitive business environment.

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.

Determinants of Diffusion and Adoption of ATM cum Debit Cards in Indian Banking Sector

2019 ◽  
Vol 21 (5) ◽  
pp. 1263-1278
Author(s):  
Kamalpreet Kaur ◽  
Mandeep Kaur
Keyword(s):  
Public Sector ◽  
Market Share ◽  
Commercial Banks ◽  
Banking Sector ◽  
New Technology ◽  
Banking Services ◽  
Public Sector Banks ◽  
Interest Income ◽  
Automated Teller Machine ◽  
Debit Cards

Plastic cards are the neglected innovation as far as its research on diffusion and adoption from bankers’ perspective is concerned. The study emphasizes on the identification of factors which may have influenced the banks to adopt Automated Teller Machine (ATM) cum debit cards along with their traditional banking services. Bank-specific variables were investigated to deepen the understanding of the diffusion and adoption of ATM cum debit cards. The sample of the study is confined to 50 commercial banks, out of which 23 are private and 27 are public sector banks. The empirical findings reveal that size, non-interest income, non-performing assets, profitability, age and market share of the bank are the variables which have contributed significantly in the diffusion and adoption of ATM cum debit cards. The present study would serve as the roadmap for the regulators to frame policies and guidelines while introducing new technology in the industry, which are best suited to customers as well as bankers.

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 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.

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.

scholarly journals An Assessment of Profitability and Efficiency of Commercial Banks in India

2018 ◽  
Vol 7 (2) ◽  
pp. 47-53
Author(s):  
Shradha H. Budhedeo
Keyword(s):  
Public Sector ◽  
Financial Crisis ◽  
Commercial Banks ◽  
Global Economy ◽  
Banking Sector ◽  
Global Financial Crisis ◽  
Emerging Market ◽  
Foreign Banks ◽  
Public Sector Banks ◽  
The Face

Efficiency and stability of the banking sector is a pre-requisite to economic growth of the nation. The banking industry has undergone phenomenal transformation over the past six decades since independence. Banks have shifted from traditional methods of banking to newer modern systems. This has led to impressive growth of commercial banks in India. In the year 2007, financial crisis loomed over the global economy with severe adverse effects on many western economies. In comparison, India stood poised as the fastest growing emerging market economy in the face of turmoil and pessimism. Although India stood strong, many banks started witnessing a change in their growth path during the post global financial crisis period. The public sector banks witnessed major setbacks with decline in their financial performance. In this light, the objective of the study is defined; so as to determine the role of efficiency and profitability indicators on the performance of bank groups. The findings of the study reveal that foreign banks have shown outstanding profitability performance and excellent management efficiency. It is the private sector banks that have outperformed the competing bank groups in terms of earning efficiency. Public sector banks have lagged behind with deteriorating profitability and efficiencies during the analysis period.

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.

Impact of Eustress on Work-life Balance: An Analysis on Public Sector Bank Employees in South India

2020 ◽  
Vol 16 (3) ◽  
pp. 196-209
Author(s):  
A. C. Pavithra ◽  
V. J. Sivakumar
Keyword(s):  
Public Sector ◽  
South India ◽  
Banking Sector ◽  
Work Life ◽  
Mediating Effect ◽  
Work Life Balance ◽  
Life Balance ◽  
Psychological Conditions ◽  
Public Sector Banks ◽  
Organisational Factors

The positive psychological response to a stressor, by the occurrence of certain psychological conditions, is known as eustress. Many psychological studies suggest that the eustress can aid the person to stay motivated and achieve the goal without any psychological draining. In the present study, mediating effect of eustress on personal and organisational factors of public sector banks’ employees is investigated. Nearly 600 respondents from different banks in South India were selected randomly and the data are collected through the questionnaires. The collected data were used to analyse the formulated hypothesis. The research establishes that the relationship between individual and organisational factors and work-life balance is positive and gets enhanced and strengthened by eustress in the public banking sector.

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