Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

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.

Public sector bank dominated financing and earning quality: Indian evidence

Purpose Good earnings quality (EQ) provides reasonable assurance as to the reliability of future cash-flow generation capability of the borrowing firms and thereby mitigates the credit risk of the banks. Against the backdrop of the stressed-assets problem in public-sector banks in India, adversely impacting the public finance system, this paper aims to explore the role of EQ of the borrowers in obtaining bank credit and the ways to mitigate the problem. Design/methodology/approach Using a sample of listed 3,486 non-financial and non-government firms, the authors apply Jones (1991) model to estimate their EQ. Then, the authors conduct Hausman’s (1970) test and find the existence of a two-way relation between bank finance and EQ. The authors adopt a two-stage least-square regression model to test the nature of the association between the two after controlling for firm and industry-level characteristics. Findings The empirical results suggest that there exists a two-way negative association between EQ and bank finance implying that the Indian firms tend to report abnormal accruals to enhance tangibility for enjoying higher credit limits and easier access to bank finance. Also, the poor EQ is associated with earnings volatility, adversely impacting the credit quality. The findings are consistent. Practical implications The study highlights the role of EQ in mitigating credit risk and addressing adverse selection problems in granting credit by practicing bankers. Originality/value The findings of the study enrich the literature on EQ, capital structure, agency theory and public finance in several ways and have significant ethical and policy implications in bank-finance-led economies.

Comparative Study on the Overall Performance of Merged Public Sector Banks and Private Sector Banks using CAMEL Model

Purpose: The main motive of this research was to assess the overall functioning of public sector banks before merger and after the merger. At the same time effective comparison is been undertaken between public and private sector banks. One of the most crucial practices of evaluating the performance of bank involves critical examination of account statements concerning annual report. Major parameters for evaluating the Banks’s performance include assessment of adequate capital, quality of assets, ability of management to control the risk, earning capacity and liquid adequacy to meet the monetary obligations by the banks. Impact of merger on the bank’s performance are measured and compared to judge its effectiveness. Methodology: Quarterly published financial statements from 2019-20 to 2020-21 of selected banks are used for the analysis. Analysis is based on CAMEL model where the performance is rated on a scale of 1 to 5 on the basis of rating analysis. This study applied t-test as inferential statistics to draw a conclusion based on a comparative analysis. Findings: The study revealed there is significant difference in the performance of selected merged public sector banks and private banks and it was found that even after the merger of public sector banks it is not able to strive against private sector banks in their overall performance. Originality: It may be helpful to the government in making the merger an effective strategy by changing its policies and practices in consolidating the banks. Banking sectors are the major contributor to country’s GDP hence the result of this study can be utilized to improve both public and private sector banks. Utilitarian Implication: This study will be valuable and pragmatic to the various stakeholders like investors, banking sectors, government, employees, customers, management and society as a whole to maintain their stake in these banks. Paper Type: Analytical Research

Education loan delivery by banks in India: A qualitative enquiry

Education financing is a key retail banking product for most commercial banks and a lifeline for large numbers of students seeking professional courses. This study aimed to identify the impediments in the successful delivery of this loan product in India, where it is marketed majorly by public sector banks under a common scheme devised by the government. The study adopted a qualitative approach to probe behavioral issues related to the credit appraisal process, which is the most suitable approach for unstructured exploratory design. Since credit managers in banks work with applicants for education loans, their insight becomes essential to understanding the issues plaguing with the smooth implementation and delivery of this scheme. Thus, ten public sector bank managers working in different geographical locations were selected using a homogeneity purposive sampling technique. The study collected 41 responses, which were then divided into 4 major categories. The responses were simultaneously transcribed manually to ensure that data remained close to the original verbatim of the participant. All transcribed interviews were imported into ATLAS.ti 8 Software for analysis. The 4 observational categories lead to a broad understanding that product accessibility, operational hurdles, scheme features and limitations in bad loan recovery are key bottlenecks in managing education loans. These responses had over 80% commonality on key issues of product feature and cost. It was concluded that education financing can perform better by improving access, rationalizing interest rates and liberalizing repayment terms. These findings can be used as input for tweaking the product for better performance.

AN ANALYSIS OF NON PERFORMING ASSETS OF INDIAN SCHEDULED COMMERCIAL BANKS

Non-performing Asset breaks the recycling procedure of deposit and investment as it does not generate substantial income and blocks the cash flow. The motive of the paper is to conduct comparative analysis among Gross NPA, Net NPA, and Net Profit by adopting correlation, ANOVA, the average for selected bank groups which are analyzed in MS-EXCEL and SPSS. The aggregate data of 16 years from 2004-05 to 2019-20 is taken from the RBI website. Public Sector banks acquire more GNPA and NNPA and less Net Profit as compared to other two due to various reasons explained in this paper. Pearson correlation in SPSS shows that there is strongly negative and significant correlation between net profit and GNPA of public sector bank group which reflects that rising bad assets can reduce the banks’ profitability. But in case of foreign banks group, a strong but positive association between net profit and GNPA is observed. The Private bank group shows no significant association between these two variables. ANOVA test result shows there is a significant difference in the movement of GNPAs and NNPAs (in amounts) for different groups of banks during the study period. But in the case of Net profit, no significant difference was observed for these bank groups.

Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.

Assessing the Effects of Experiential Quality on Behavioural Intention of Customers in Banking Services: The Moderating Role of Experiential Satisfaction

This article investigates the relationship between experiential quality and behavioural intention of the consumers towards banking services during the pandemic situation. The study also examines the role of experiential satisfaction as a moderator between experiential quality and behavioural intentions. The data are collected through a self-administered structured questionnaire from 560 account holders of public sector banks in India. The data are analysed using PLS-SEM to find the empirical results of the study. The results indicate that the experiential quality positively and significantly influence the behavioural intention of the consumers towards banking services during the crises. Moreover, it is also revealed that experiential satisfaction moderate the relationship between experiential quality and behavioural intention of consumers in public sector banks.

The Relationship of Deposits with Profit Rates and Advances with Mark-up Rates in Pakistan

This article is regarding banking industry of Pakistan. The paper examines the extent to which deposits and advances are dependent on profit and mark up rates respectively. The required data on all the public sector banks and two private banks for six years (1999- 2004) were obtained and analyzed using regression analysis. The results show that the relationship is quite strong in case of saving and current deposits. It has further been concluded on the basis of this analysis that there is a strong Correlation between advances and mark up rates.

Factors Affecting Customer Satisfaction in Public Sector Banks (With Special Reference to State Bank of India)

Public sector banks in India play a vital role in the Indian economy, especially State Bank of India, as it is the largest public sector Bank in the country. However, gone are days when SBI was the only option for most of the people in India. With emergence of Private Sector Banks and other Public sector Banks, customer satisfaction plays an important role now a days. This research is all about finding the Factors affecting customer satisfaction in public sector banks with special reference to State Bank of India. Keywords: customer satisfaction in banks. State Bank of India, Banks in India, public sector banks customer satisfaction.