This article examines whether service quality of indian commercial banks increases customer satisfaction that fosters customer loyalty data were collected from 350 valued customers of scheduled commercial bank branches in orissa (india. Bank service quality, customer satisfaction and loyalty in ethiopian banking sector december 2012 the major aim of the research paper is to measure the quality of service offered by private banks. Banks and private sector banks in terms of customer satisfaction and to study the various variables of service quality using servqual model the work has been carried out with the objective of understanding the reasons of customer dissatisfaction.
Customer satisfaction in commercial banks deepti kanojia and dr yadav-93- with the phenomenal increase in the country's population and the increased demand for banking services speed, service quality and customer satisfaction are going to be key differentiators for each bank's future success.
Indian bank it is indeed a great pleasure of pride to be able to present this project of customer service at indian bank the completion of the project work is a step ahead in a life of students who want to show their creativity in their education career. Hence this study on customer service quality of indian banks looks for bringing h0: the servqual gap is same in delhi 3 the entry of private and foreign banks private and dimensions to measure the perception of the customers foreign banks on the basis of quality of services. A study on customer satisfaction of commercial banks:case study on state bank of india amruth raj nippatlapalli business management,vrcollege,vikrama simhapuri university,india abstract: customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer service strategies for banks and financial services in 2014, money magazine cited banking as an industry that is “regularly bashed for not putting customers’ needs first on the agenda,” and the 2014 jd power study on us retail banking satisfaction found that poor customer service was the number one reason customers switched banks.
Indian banks are favorable on growth, asset quality and profitability rbi and government have made some notable changes in policies and regulation to help strengthen the sector these changes include strengthening prudential norms, enhancing the payments system and integrating regulations of commercial banks. 2 credit card business is the recent innovation in the indian commercial banking 3 most of the commercial banks are actively participating in the money and capital markets 4 commercial banks are also providing advisory services through merchant banking and they have also set up mutual funds, insurance through their subsidiaries. Customer satisfaction in commercial banks deepti kanojia and dr yadav-91- 1 i ntroduction in the organized segment of indian economy, the banking sector occupies an important place in nation’s economy it plays a pivotal role in the economic development of a country and forms the core of the money market in developed country. The purpose of this article is to examine whether service convenience increases customer satisfaction that fosters customer loyalty in indian commercial banks a cross-sectional study of 352 retail banking customers through questionnaires was conducted the population of the study is retail urban. Customer service is the service provided in support of a bank’s core products customer service often includes answering questions handling complaints customer service can occur on site (as when an onstage employee helps a customer or answers a question) or it can occur over the phone or the internet.
Banks are advised to review customer service / customer care aspects in the bank and submit a detailed memorandum in this regard to the board of directors, once every six months and initiate prompt corrective action wherever service quality / skill gaps have been noticed. All scheduled commercial banks (excluding rrbs) dear sir, master circular on customer service in banks indian banks' association has framed operational guidelines for implementation of its member banks on providing banking facilities to persons with disabilities banks should adopt / follow the operational guidelines meticulously.
A study on customer satisfaction of commercial banks:case study on state bank of india wwwiosrjournalsorg 61 | page history: indian merchants in calcutta established the union bank in 1839, but it failed in 1848 as a consequence of the economic crisis of 1848-49. Customer satisfaction furthers customer loyalty increase in service quality of the banks can satisfy and retain customers in the indian banking sector, human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty. Keywords: service quality, customer satisfaction, customer perception, public and private sector banks _____ 1 introduction there has been a growing importance of service sector world wide in line with the global trend, in the indian context also, the service sector is gaining prominence since the introduction of new economic reforms in 1991.