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| Author | : Dr Aloysius O.C |
| Publisher | : Archers & Elevators Publishing House |
| Total Pages | : |
| Release | : |
| Genre | : Antiques & Collectibles |
| ISBN | : 938880516X |
| Author | : Laly Antoney |
| Publisher | : Prem Jose |
| Total Pages | : |
| Release | : |
| Genre | : Reference |
| ISBN | : 1711053279 |
Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.
| Author | : D Sreenivasa Chary |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2019 |
| Genre | : |
| ISBN | : |
Stabilization and Structural Adjustment Program of 1991 has brought unprecedented changes in the Indian economy. The post policy initiatives resulted in the abolition of licensing policy, de-reserving the areas for the participation of private entities, disinvestment of government investments in public sector organizations, opening up of the Indian economy for global players in various sectors, disintermediation in the financial markets, reducing the role of public financial institutions, and the emergence of newgeneration private sector banks. This paper examines the impact of the entry of newgeneration private sector banks on the performance of public sector banks, by analyzing 29 performance-related ratios for 12 years (2004-05 to 2015-16), relating to these banking groups, to determine whether there is any significant difference in their performance. The results indicate that new-generation private sector banks are able to show better performance by judiciously sourcing the funds either from public/market at a cheaper rate of interest and deploying them on deserving assets at less operational costs. The competition warranted the public sector banks to improve their performance, to comply with the profitability considerations and as well realize the social obligations.
| Author | : Reetu Kapoor |
| Publisher | : LAP Lambert Academic Publishing |
| Total Pages | : 256 |
| Release | : 2013 |
| Genre | : |
| ISBN | : 9783659384370 |
The Indian Banking Industry is going through a period of intense change where the global trends are affecting the banking business. The global financial crisis of 2008 has proved that India banking sector is robust and resilient. In this cut throat era of cyber age new vistas have been opened up for this sector. The study deals with a comprehensive evaluation of the Indian banks and examines the effect of reforms on the performance of the Indian Banking Industry. It covers the comparative growth, efficiency, productivity and profitability among giants of Indian banking sector i.e. public sector banks with the baby units of new generation banks i.e. new private sector banks with the post liberalization focus during the period of 1995-96 to 2007-08. This book portrays the performance of public sector and new private sector banks in India with the help of Data Envelopment Analysis (DEA), Herfindahl's Concentration Index and Profitability Indices. Multivariate Analysis has also been used to check the factors affecting the profitability of banks. This book is useful for academia as well as for economists, analysts and policy makers in the field of Commerce, Economics and Management.
| Author | : Debaprosanna Nandy |
| Publisher | : Universal-Publishers |
| Total Pages | : |
| Release | : 2010-07-29 |
| Genre | : |
| ISBN | : 1599423510 |
The Committee on Financial System (CFS), popularly known as Narasimham Committee, was set up in 1991 to make recommendations for bringing about the necessary reforms in the financial sector. Narasimham Committee appraised and acknowledged the success and progress of Indian banks since the major banks were nationalized on 19 July 1969. Unfortunately, the developments were witnessed only in the field of expansion and spread of bank branches, generation of huge employment and mobilization of savings rather than also in improvement in efficiency. Besides, corruption, fraud, misutilization in public money, outdated technology, and politicization in policy making were found to be major drawbacks in the real progress of the banks. As the banking sector plays an important and crucial role in the economy of a country for its stabilization and balanced growth, major reforms were urgently needed, after 22 years of nationalization, to revive Indian banks. This was not only in the field of profitability, but also in the overall efficiency, viz., better management of non-performing assets (NPAs), satisfying capital requirements, increased cost effectiveness and control, enhanced customer service, improved technology, establishing competitive interest rate, effective man-power planning, introduction of asset-liability management, better productivity, launching new products, and becoming more competent to face the upcoming challenges and competition from foreign as well as private sector banks in the era of globalization and liberalization. The objectives of the study are to examine the need and relevance of reforms in Indian banks, to assess the efficiency and profitability of Indian banks during reforms from different perspectives, to discuss various issues of NPA management in the light of reforms, to measure the performance of the banks of West Bengal during the reforms, to analyse the role of information technology and its relevancy in Indian banks in the era of reforms, and to impart necessary suggestions for the improvement of the efficiency and profitability of Indian banks.
| Author | : R. K. Raul |
| Publisher | : Gyan Publishing House |
| Total Pages | : 332 |
| Release | : 2005 |
| Genre | : Banks and banking |
| ISBN | : 9788178354095 |
The present book examines the impact of Financial Reforms on the working of banking sector in general and Public Sector Banks in particular. In addition to assess multi-dimensional trend of banking sector, it examines the impact of Deregulation Policies on the Management of bank s resources. The book identifies many critical issues like determinants of Non-performing Assets, Profitability productivity of banks, mismatch of assets and liabilities and services rendered by banks particularly in the backward regions. The treatise embodies in it inter-intra banks and inter-intra regional, districts level variations. To encounter the objectives, appropriate hypothesis have been framed, statistical and financial techniques have been used to testify, the nature and problems of Public Sector vis-à-vis Private Sector and foreign banks. This book runs into ten chapters encompassing into different aspects of bank s performances with critical assessment in the context of reform package. The book will meet the growing interest of students, researchers, scholars, policymakers and general readers. It may be used as textbook for B.Com, B.B.A., M.B.A.; M.F.M. and M.A. (Eco.), M.Sc. (Eco.) courses.
| Author | : Dilip Kumar Jha |
| Publisher | : LAP Lambert Academic Publishing |
| Total Pages | : 56 |
| Release | : 2015-10-13 |
| Genre | : |
| ISBN | : 9783659779411 |
According to recent trends, it is well recognized that the competition in Indian banking industry is going to be intense day by day. Now, to beat one another, service provider's viz. public sector, private sector and foreign banks launches new kind of technological applications into banking services in every coming day. In this situation, expectations rise and customers become more inclined towards the quality of service aspects. Thus, now it is clear that, it is the service quality that differentiates the best banking, in the days to come, out of the average one. In this regard, this book provides a clear understanding about the various dimensions of the awareness and satisfaction level of customers with regard to the services provided by public sector, private sector and foreign banks in India. The analysis provide valuable insights and generated theoretical implications as well as practical implications in every field, where the stiff competition exist in the market. It has managerial implication for marketing management practices.
| Author | : P. Vohra |
| Publisher | : |
| Total Pages | : 14 |
| Release | : 2015 |
| Genre | : |
| ISBN | : |
Banks are the main participants of the Indian financial system, because they play a vital role in the economy of a country. India is one of the most preferred banking destinations as its economy is not only growing at 8 percent annually, but it is also going through a transformation to the next level of maturity. After liberalization the banking sector underwent major changes and it has been totally changed after economic reforms. Always Indian banking industries were dominated by public sector banks because they play an important role in development of Indian economy. But now the situations have been changed after arrival of new generation banks that are known for technical and financial innovation and their professional management has gained a reasonable position in the banking sector. The main idea of this research article is to make an assessment of the financial performance of Indian Public sector banks & Private sector banks. This paper provides empirical evidence about the impact of financial liberalization and global recession on the performance of Indian commercial banks. The present study compares the performance of public sector banks with private banks under various accounting and statistical framework. The data used for the study were the audited financial results of a sample of 3 public banks and 3 private banks over the last three financial years.
| Author | : Dr. Sheerali Arya |
| Publisher | : GRIN Verlag |
| Total Pages | : 170 |
| Release | : 2021-01-18 |
| Genre | : Business & Economics |
| ISBN | : 3346329402 |
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
| Author | : Saroj Kanta Patnaik |
| Publisher | : |
| Total Pages | : 324 |
| Release | : 2011 |
| Genre | : Bank profits |
| ISBN | : 9788184112962 |
