Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study
Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study

Author: Laly Antoney

Publisher: Prem Jose

Published:

Total Pages:

ISBN-13: 1711053279

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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.

Managing Customer Experience and Relationships
Managing Customer Experience and Relationships

Author: Don Peppers

Publisher: John Wiley & Sons

Published: 2022-04-19

Total Pages: 517

ISBN-13: 1119815347

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Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Psychological Empowerment and Job Satisfaction in the Banking Sector
Psychological Empowerment and Job Satisfaction in the Banking Sector

Author: Elizabeth George

Publisher: Springer

Published: 2018-07-30

Total Pages: 198

ISBN-13: 331994259X

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This book explores how psychological empowerment can influence and enhance job satisfaction. The authors argue that in today’s working climate the wellbeing and involvement of employees is of utmost importance to any company’s overall success and that management techniques like empowerment are the most effective means of achieving this goal. Based on an empirical study examining job satisfaction amongst employees of several private sector, public sector and new generation banks in Kerala, India as well as extensive literature review, this book discusses the role psychological empowerment plays in enhancing job satisfaction both locally and internationally. It goes on to analyze four dimensions of psychological empowerment and the role of job satisfaction in the relationship between psychological empowerment and job related stress. This book will be of great interest to scholars in management and psychology and is essential reading for industrialists and managers wanting to apply empowerment strategies in their own workplace.

Service Quality
Service Quality

Author: Roland T. Rust

Publisher: SAGE

Published: 1994

Total Pages: 201

ISBN-13: 0803949200

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The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Handbook of Services Marketing and Management
Handbook of Services Marketing and Management

Author: Teresa Swartz

Publisher: SAGE

Published: 2000

Total Pages: 538

ISBN-13: 9780761916123

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This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Financial Sector of India
Financial Sector of India

Author: R. K. Uppal

Publisher:

Published: 2008

Total Pages: 264

ISBN-13:

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ABOUT THE BOOK 17 years of financial reforms in India have created a fairly sound framework for higher growth and integration with the world economy. Though the task is by no means complete, the groundwork that has been laid will allow us to move rapidly towards the financial architecture that is appropriate for a country of India?s size and aspirations. Financial markets and institutions need to evolve considerably in order to keep up with the requirements of Indian firms and Indian investors in coming years. The corporate bond market is moribund and will have to be revived and a number of missing markets will have to be created, including exchange traded interest rate and foreign exchange derivatives contracts. But even in markets that exist, apart from the equity market for large capitalization stock, the ability to trade consistently at low cost and the tendency of market prices to reflect fundamentals are typically low for most markets. The country has moved on to a higher growth trajectory. To sustain and accelerate the growth momentum, further reforms in the financial sector are called for including a robust infrastructure for credit and an effective regulatory framework This book contains 14 papers, authored by scholars in the field, which deal with various dimensions of emerging financial scenario in India. The book is topical and useful for a cross-section of readership. ABOUT THE AUTHOR Dr. R.K. Uppal did his M.A. in economics from Punjabi University, Patiala in 1986. Thereafter, he obtained M.Phil. degree from MDU, Rohtak in 1987 and Ph.D. degree from Punjabi University, Patiala in 2003. Specialising in banking and finance, Dr. Uppal has 11 books to his credit and has published 40 research papers on the subject in reputed national and international journals. He has also presented more than 35 research papers in national and international conferences in Hawaii, Indonesia, Finland, Costa Rica, Australia, London and the UK. Presently, he is head of the Department of Economics, DAV College, Malout, Punjab and Principal Investigator of a UGC-financed research project on Indian banking. He is also Director of an ICSSR sponsored major research project on Indian banking.

World Development Report 1994
World Development Report 1994

Author:

Publisher: World Bank Publications

Published: 1994

Total Pages: 268

ISBN-13: 9780195209921

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World Development Report 1994 examines the link between infrastructure and development and explores ways in which developing countries can improve both the provision and the quality of infrastructure services. In recent decades, developing countries have made substantial investments in infrastructure, achieving dramatic gains for households and producers by expanding their access to services such as safe water, sanitation, electric power, telecommunications, and transport. Even more infrastructure investment and expansion are needed in order to extend the reach of services - especially to people living in rural areas and to the poor. But as this report shows, the quantity of investment cannot be the exclusive focus of policy. Improving the quality of infrastructure service also is vital. Both quantity and quality improvements are essential to modernize and diversify production, help countries compete internationally, and accommodate rapid urbanization. The report identifies the basic cause of poor past performance as inadequate institutional incentives for improving the provision of infrastructure. To promote more efficient and responsive service delivery, incentives need to be changed through commercial management, competition, and user involvement. Several trends are helping to improve the performance of infrastructure. First, innovation in technology and in the regulatory management of markets makes more diversity possible in the supply of services. Second, an evaluation of the role of government is leading to a shift from direct government provision of services to increasing private sector provision and recent experience in many countries with public-private partnerships is highlighting new ways to increase efficiency and expand services. Third, increased concern about social and environmental sustainability has heightened public interest in infrastructure design and performance.