Customer Perception on Banking Services -A Study Among Public Sector and Private Sector Banks (original) (raw)
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A Study on Customer Perception on Service Quality in Commercial Bank: An empirical Study
With the increasing competition in the banking sector particularly after the 1991 financial sector reforms, The Indian baking sector has undergone a metamorphosis particularly after the 1991 banking sector reforms. The Increasing competition not only among the nationalized and traditional private sector banks but from the foreign banks has resulted in considering customer satisfaction as one of the important strategies of the banks. Above all, it has also been realized that the major strategy of withstanding the stiff competition not only to retain the old customers but also to attract the new customers through provision of better services and hence, in recent times provision of better and quality services to customers has become one of the focal points of the service agenda of banks and it is only the quality of the services provided that could help the banks to attract more and more of customers in a competitive banking. However, the common bank customer now-a-days is not fully satisfied with the services rendered by the banks alone. This is because, the human perception changes from time to time and from individual to individual. Hence, this change in perception of a customer of the service he gets makes the job of satisfying him at all point of time more challenging. It is therefore, necessary to for banks to continuously assess and reassess how customers perceive the services, what are the new and emerging customer expectations and how they can be satisfied on an ongoing basis. The present study attempts to analyze the customers" preference for the quality of services of the private and public sector banks.
indispensable in a modern society. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country. The phenomenon of globalization brought about significant changes in terms of products and services that are being offered to Indian customers and consequently the complexion of the banking sector in India too underwent a note worthy change in the last decade. In this content the study is taken up the services provided by the public and private sector banks. This paper reveals the customer perception towards services of selected public and private sector banks in Coimbatore city and it also helps to analyze the improvement in the banking services. Various tools used to analyse the data. The present study helps the banker to educate their customer by providing various services based on technological development to the satisfaction of their customer.
The Government of India liberalization and globalization of financial reforms strongly recommended operational flexibility and functional autonomy to bank to enhance efficiency and productivity along with deregulation in interest rates, substantial reduction in statutory reserves and entry of new banks in the private sector to engineer and encourage competition. In the deregulated, competitive and ever demanding customer's market retaining the existing customer and attracting new customer is very important. Customer acceptance and customer preference to banks play an important role in the success of their functioning. This paper explores the customer perception towards service quality attributes among public sector banks and private sector banks.
As in so many other industries, banks are striving hard to become increasingly customer-centric in order to survive and grow. Achieving this customer focus requires retaining of existing customers by providing quality services. In the competitive market, every individual is in need of better services. If you fail to provide required service, they will switch over to another bank which provides better quality services. The present paper discusses issues relating to customer services in both the ICICI and SBI Banks. In order to understand the customer perception towards services rendered by both the banks, many attributes such as cooperation & Behavior of staff, ATM services, Basic facilities, cheque collection time etc. were considered. The study reveals that ICICI bank is much ahead of SBI bank in providing quality services to their customers.
A study on measuring customers' expectation and perception in private and public sector banks.
IUJ Journal of Management, 2018
This study attempts to measure service quality of public and private banking sector by measuring expectation and perception of customers. Descriptive Research Design was adopted to determine customers' perception and expectation about the bank. A survey has been used to collect primary data and 239 questionnaires were used in final analysis. SPSS and Microsoft Excel have been used to analyze and interpret the data. Bank service providers should continually monitor the level of fulfilment of personal needs and satisfaction with the organization, if they wish customers to remain loyal.
A STUDY ON PERCEPTION OF CUSTOMERS TOWARDS BANKING SERVICES: A CASE OF SBI
Nowadays banking industry is one of the largest service sectors in India. Its main aim is to attract the Asian market in terms of investment. The prime function of banking sector is to provide efficient services to its customers. It consist public and private sector financial banks whose objective is to serving people for their banking, financial and economic needs. This paper highlights the impact of service quality on individual customers of Indian banking sector. This study is a type of descriptive research using non-probability sampling technique and the sample of 50 individual clients has been taken according to the convenience of the researcher. For this purpose the questionnaire based on service quality dimensions was prepared which has two parts i.e. Expectations and perception. The various statistical tools have been used accordingly to compile the result. This paper make several suggestions and contributions regarding further studies related to service quality in banking industry. Keywords: Service Quality Dimension, Banking Services, Customer Satisfaction.
1 Customer Perception of Banking Service Quality: A Study on
2016
The purpose of the study is to investigate customer perception of service quality of a private bank. In this study five dimensions are used namely responsiveness, reliability, assurance, empathy and tangibles based on SERVPERF (Service Performance) model to investigates the service quality perceptions of customers of a commercial bank. The study reveals that Tangibility is having a highest mean score of SERVPERF (P) score and the bank should concentrate on Empathy as it has the lowest mean score of SERVPERF as well as Reliability. Regarding the association between the demographic variables and the service quality factors, it is seen that there is a significant association. The research provides valuable insights to manager of the bank on the need to continuously enhance service quality.
2011
The bank system is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet or exceed the target customers' satisfaction with quality of services expected by them. Hence, the present research attempted to study customers' perception of quality of services, both transaction based and IT enabled in terms of its constituent factors in public sector, private sector and foreign banks. Also through the present study, we would gauge the extent of IT adoption in public sector, private sector and foreign banks in this e-age. The present investigation was planned with the objective to assess the extent of use of services especially the IT enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The present study was conducted in public sector, private sector and foreign banks of Delhi. Multistage random sampling was used for selection of sample. The study was proposed to be conducted in five zones (East, West, North, South, and Central) of Delhi. One branch of the above banks in any zone of Delhi was selected randomly. While selecting the branch, care was taken to see that branch should provide at least five IT enabled services. This step was followed to have Intra Bank comparison. The study shows that the customers of nationalized banks were not satisfied with the employee behavior and infrastructure, while respondents of private and foreign banks were not satisfied with high charges, accessibility and communication.
Customer Perception on Service Quality of Commercial Banks: A Case Study in Penang, Malaysia
2013
The main objective of this study is to identify customer’s perception on the service quality dimensions in commercial banks in Butterworth, Penang. In this study three commercial banks are chosen to be analyzed. These banks are Public Bank, CIMB Bank and Maybank that is located only in Butterworth. The results show that the most important service quality practice on customer’s overall satisfaction is responsiveness as it is perceived as a dominant service quality. The results also reveal that the service quality dimension (independent variables) of attentive, flexibility, communication, friendliness and responsiveness are positively and significantly influencing the dependent variables (customer’s perception). Thus, this present research concluded that service quality is the basic and also most important factor that influences the overall customer perception in preferring the services of Banks. This finding reinforces the need for banks managers to place an emphasis on the underlyin...
An Analysis of Customer Perception and Service Quality of Retail Banks with Special Reference to SBI
Service quality is one of the most attractive areas for researchers over the last decade in the retail banking sector. However, this study will again investigate the factors that enable banks to attract and maintain their customers. Banks have to improve the service level continuously. There is no guarantee that what is excellent service today is also applicable for tomorrow. To survive in the competitive banking industry, banks have to develop new strategies which will satisfy their customers. That is why service marketing and bank marketing are important areas in the marketing literature. Customer satisfaction is one of the important outcomes of marketing activity .In the competitive banking industry, customer satisfaction is considered as the essence of success. The customers who are satisfied tell others about their experiences and this increases WOM advertising. In this way, banks can increase customers.