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.

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.

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.

scholarly journals Principal Factors Measuring Service Quality: A Study of Selected Banks in India

2020 ◽  
Vol 12 (2) ◽  
pp. 154-174
Author(s):  
Vaishali Pagaria ◽  
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Banking Sector ◽  
Foreign Banks ◽  
Banking Service ◽  
Level Of Satisfaction ◽  
Service Quality Management ◽  
Principal Factors ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Several studies have revealed that there is a relationship between the quality ofservice o§ered by the service provider and the level of satisfaction among their customers.But as we know that service quality from the customerís perspective is very subjective.Therefore, service quality dimensions cannot be generalized for all types of services. Thoughthe SERVQUAL model of measuring service quality has proven its applicability across allservices, there is a need to have sector-speciÖc Service Quality Management (SQM) Model.This paper attempts to Önd out the SQM model for the Indian banking sector coveringpublic, private and foreign banks. Principal factors of banking service quality have beenidentiÖed which are important for customer satisfaction in a particular type of bank.

Service quality management from social capital, environmental uncertainty, and competitive intensity perspectives

2020 ◽  
Vol 48 (5) ◽  
pp. 1-12
Author(s):  
Xiang Qian Lin ◽  
You Cheng Chen ◽  
Chih-Hsing Liu ◽  
Yong-Quan Li
Keyword(s):  
Social Capital ◽  
Quality Management ◽  
Service Quality ◽  
Banking Sector ◽  
Environmental Uncertainty ◽  
Social Capital Theory ◽  
Capital Theory ◽  
Competitive Intensity ◽  
Service Quality Management ◽  
Managerial Implications

We proposed an integrated model of service quality management by drawing on social capital theory. Participants were 588 employees in the banking sector in China. The results reveal that environmental uncertainty played a mediating role in the relationship between competitive intensity and social capital development. We also found a positive relationship between environmental uncertainty and service quality management, as mediated by social capital. We further proposed several alternative models to examine the second-order factors of social capital and service quality management, and to check the robustness of our findings. The original proposed model had the best fit for testing the hypotheses. Theoretical and managerial implications for service quality management are discussed.

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.

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.

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