scholarly journals Service Quality Analysis of Banks in Rajasthan Post Financial Inclusion Program

2021 ◽  
Vol 18 ◽  
pp. 396-401
Author(s):  
Shailja Khanduri
Keyword(s):  
Service Quality ◽  
Service Sector ◽  
Banking Sector ◽  
Financial Inclusion ◽  
Quality Analysis ◽  
Indian Government ◽  
Public And Private ◽  
Reliability Factor ◽  
Indian Banks ◽  
Public And Private Sector

This study applies SERVQUAL analysis to measure the service quality offered by Indian banking sector in the Indian state of Rajasthan. This study was performed 5 years after the launch of national mission for financial inclusion by Indian government. Both the public and private sector banks were incorporated in the study. Respondents are mostly from the urban background spread over various cities in Rajasthan. The dimensions studied are tangibility, reliability, responsiveness, assurance and empathy. The average SERVQUAL score was found to be -0.189 and the results reveal about 95.22% customers’ expectations were met. The empathy factor satisfying customers’ expectations (99.28%) shows the tremendous quality of personal handling in Indian banks service sector, while the lowest score on the reliability factor (89.63%) gives an idea of customer’s concerns regarding reliability of services in Indian banking sector. Overall, the present study finds that Indian urban banks average performance vis-à-vis the five service quality dimensions is quite satisfactory

scholarly journals FACTORS AFFECTING TRANSFER OF TRAINING AT WORKPLACE: STUDY OF SSGC, HYDERABAD

2015 ◽  
Vol 11 (1) ◽  
Author(s):  
Qurat-ul-Ain Qureshi ◽  
Keyword(s):  
Private Sector ◽  
Service Sector ◽  
Banking Sector ◽  
Comparative Performance ◽  
Public And Private ◽  
Factors Affecting ◽  
Public Sector Banks ◽  
Stable Economy ◽  
Indian Banks ◽  
Public And Private Sector

Purpose The reforms is the financial sector have resulted in numerical changes in the banking sector. In order to improve the financial health of the banks various norms have been introduced at regular intervals. As the banking sector constitutes a major component of the financial service sector the soundness of the banking sector is necessary for a dynamic and healthy economy. The establishment of a productive efficient and stable economy is possible only when a country is having a sound healthy banking sector. The study has been an attempt to analyse the comparative performance of selected public and public and private sector banks in India during the period 2003-2013 On the basis of their direct and indirect contributions to the society for socio- economy growth and its impact on quality of assets or NPA level of the banks Sampling Methodology For this purpose five leading Indian Banks from each of the Public and Private sector bank have been taken into consideration Findings of the study indicate that the performance of the private sectors bank is better from bankers view point but from the social view points public sector banks are better performers.

scholarly journals Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank

2020 ◽  
Author(s):  
Dharmendra Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
The Public ◽  
Public Sector Banks ◽  
Private And Public ◽  
Public And Private Sector

This study focuses on the service quality and customer satisfaction among the private and public sector banks in India. Today customers are supposed to have awareness about the financial services provided by the banking sector. An attempt has therefore, been made in this paper to quantify the ‘awareness level’ of the customers and analyze the ‘service quality experience’ of the customers from their banks. The study has been carried out to compare the service quality experienced by customers of the public and private sector banks and to study the link between service quality and customer satisfaction. For that reason a well structured questionnaire was used to collect the views of customers on various service dimensions and the satisfaction of the customers regarding the services offered by the public and private sector banks. Various statistical tools like ANOVA, Factor Analysis and Multiple Regressions were used for analyzing the data collected on five service dimensions of SERVQUAL and satisfaction of customers. The results indicate that the private sector bank was better in terms of providing services and creating awareness about their products and services. The study also proves that an increase in service quality will most likely lead to customer satisfaction.  

Service Quality in Public and Private Sector Banks of India

2016 ◽  
Vol 4 (1) ◽  
Author(s):  
Shruti Agrawal ◽  
Mansh Mittal ◽  
Ratish Gupta
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Private Sector ◽  
Financial Services ◽  
Banking Sector ◽  
Public And Private ◽  
Public Sector Banks ◽  
Significant Difference ◽  
Private And Public ◽  
Public And Private Sector

Banking sector and its performance play an important role in an economy. The current scenario of Indian banking sector is very dynamic and competitive. To maintain market share it is necessary for banking institutions to acquire large customer base. Customers today are very much aware about various financial services and institutions, moreover they are spoilt for choice. Therefore they can only be retained by providing quality services. The present study focuses on the service quality and customer satisfaction among private and public sector banks in India. It also attempts to compare service quality gaps between customer expectation and satisfaction regarding banking service. The outcome of the study shows that service gap is lower in private sector banks than public sector banks. Reliability and assurance are the dimensions where no significant difference has been observed between public and private sector banks.

scholarly journals Examination of Service Quality Models in Research

2019 ◽  
Vol 9 (1S4) ◽  
pp. 1052-1055
Keyword(s):  
Service Quality ◽  
Conceptual Model ◽  
Service Sector ◽  
Banking Sector ◽  
Developed Countries ◽  
Financial Inclusion ◽  
Quality Models ◽  
Changing Trend

In India, the service sector is in a tremendous growth now. It contributes a considerable share in countries GDP. The initiatives of government on financial inclusion and expanding the coverage of the service and development of e- banking creates lot of opportunity for banking sector in terms of innovative financial product, customizes service to the customer. Assessing the service quality and reframing the existing SERQUAl model is necessary to address to the changing trend. In Developed countries, it is quite common that the growth of service sector is more and having good enough competition which makes them to redefine the service quality. This paper aims to the study the existing literature of service quality and prepares a new conceptual model. We used 31 literatures for this study from Elsevier publishers

scholarly journals A STUDY ON CUSTOMERS’ PERCEPTION INDEX ABOUT SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (9(SE)) ◽  
pp. 56-61
Author(s):  
C.Eugine Franco ◽  
V.P. Sharmi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Private Sector ◽  
Growth And Development ◽  
Service Sector ◽  
Business Enterprise ◽  
Public And Private ◽  
High Service ◽  
Public And Private Sector

Quality of service is very important, especially for the growth and development of service sector business enterprise. Due to the increasing importance of the service sector in the economy, the measurement of service quality became important. Undoubtedly owing to the belief that delivery of high service quality is a must for attaining customers’ satisfaction and a number of other desirable behavioural outcomes, recent years have incensed a flurry of research exploring the interrelationship between service quality, satisfaction and behavioural outcomes. 400 sample respondents were selected from Public and Private Sector Banks. This study was undertaken to know study the Customers’ Perception towards Service Quality of Public and Private Sector Banks in Tirunelveli District.

Service Quality at Punjab National Bank: using SERVQUAL Instrument

2015 ◽  
Vol 7 (1) ◽  
pp. 72
Author(s):  
Ishaan Seth ◽  
, Shivali ◽  
Ashish Garg
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Banking Sector ◽  
Banking System ◽  
Foreign Banks ◽  
Quality Model ◽  
Cross Sectional ◽  
Public And Private ◽  
Public And Private Sector ◽  
Liberalization Policy

With the introduction of liberalization policy several private and foreign banks have entered in Indian banking sector which has given birth to competition amongst banks for acquiring large market share and customer base. Banks have to deal with many customers and render various types of services to its customers and if the customers are not satisfied with the services provided by the banks then they will defect which will impact economy as a whole since banking system plays an important role in the economy of a country. It is very costly and difficult to recover a dissatisfied customer. Since the competition has grown manifold in the recent times it has become a herculean task for organizations to build loyalty, the reason being that the customer of today is spoilt for choice. It has become imperative for both public and private sector banks to perform to the best of their abilities to cater both the explicit as well as implicit needs. The purpose of this research article is to examine the customer satisfaction and measuring the service quality given by the banking industry in India. This study is cross sectional and descriptive in nature and the researcher tries to makes an effort to clarify the Customer Service satisfaction in Indian banking Sector. Descriptive research design is used for this study, where the data is collected through the questionnaire. The service quality model discovered by Zeithaml, Parasuraman and Berry1 has been used in the present study.

Measuring intellectual capital performance of Indian banks

2016 ◽  
Vol 42 (7) ◽  
pp. 635-655 ◽  
Author(s):  
Sukhdev Singh ◽  
Jasvinder Sidhu ◽  
Mahesh Joshi ◽  
Monika Kansal
Keyword(s):  
Private Sector ◽  
Intellectual Capital ◽  
Banking Sector ◽  
Value Added ◽  
Secondary Data ◽  
Equity Capital ◽  
Public And Private ◽  
Content Type ◽  
Indian Banks ◽  
Public And Private Sector

Purpose – The purpose of this paper is to measure the intellectual capital performance of Indian banks and established a relationship between intellectual capital and return on assets (ROA). The paper also compared the intellectual capital performance of public sector and private sector banks. Design/methodology/approach – This study is based on secondary data from the top 20 Indian banks. Ten banks were selected from each of the public and private sectors on the basis of paid-up equity capital. The analysis was made using the value added intellectual coefficient, the coefficient of variation, exponential growth rates, trend analysis, Yule’s coefficient, the coefficient of correlation, the F-test and the t-test. Findings – The study revealed that private sectors have performed relatively better regarding the creation of total information coefficient (IC). However, the ROA was still below the international benchmark of > 1 percent. The major cause of the lower IC and the reduced ROA is disproportionate to the increase in capital employed and escalating non-performing assets in the Indian banking sector. Practical implications – The study focussed on managers and identified the causes of lower performance. It proposed numerous strategies to improve the aggregate score of IC, which is closely related to bank profitability. Originality/value – This is the first study to make a comparative analysis of intellectual capital performance in public and private sector banks in India and in addition to the traditional style of measuring sectoral performance. Further, the study employed new statistical tools, such as Yule’s coefficient of association, to establish the association between performance variables.

scholarly journals A COMPARITIVE STUDY ON SERVICE QUALITY PERCEPTION AND PREFERENCE OF CUSTOMERS ABOUT PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

2017 ◽  
Vol 5 (1(SE)) ◽  
pp. 32-42
Author(s):  
G. Bright Jowerts ◽  
C. Eugine Franco
Keyword(s):  
Service Quality ◽  
Private Sector ◽  
Banking Sector ◽  
Secondary Data ◽  
Primary Data ◽  
Public And Private ◽  
Public Sector Banks ◽  
Technological Developments ◽  
Public And Private Sector

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. The present need of banks is to have good relationship with customers by providing quality services to retain the existing and generate or acquire new customers. Thus, this study attempts to study the service quality in the banking sector in the present scenario. The scope of this study is to identify the service quality of public and private banks in Tirunelveli district. This research is based on primary data and secondary data. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The primary data was collected from 300 customers of banks located in Tirunelveli district. The analysis was carried out with the responses of the customers of the public sector banks and private sector banks by adopting stratified random sampling through questionnaire and presented in the form of tabulation. This study brought to light the fact that the customers were very much satisfied on the service quality of the banks in the region but at the same time they expect a lot more from the banks in the present scenario of technological developments in banks.

scholarly journals Bank Specific Determinants of Liquidity of Public and Private Sector Banks

2019 ◽  
Vol 8 (3) ◽  
pp. 8942-8947
Keyword(s):  
Private Sector ◽  
Banking Sector ◽  
Capital Adequacy ◽  
Public And Private ◽  
Public Sector Banks ◽  
Capital Adequacy Ratio ◽  
Specific Factors ◽  
Indian Banks ◽  
Public And Private Sector ◽  
Bank Specific Factors

For the upliftment of an economy, a healthy and strong banking sector is of paramount importance. The efficiency and viability of banks is much affected by the liquidity level they possess. Liquidity refers to the assets that are either in form of cash or immediately convertible into cash without any serious loss of time and money. Direct cash holding in currency or holding creditworthy securities including government bills with short term maturities provides liquidity to a bank. This paper investigates the factors that determine liquidity of Indian banks and compares the determinants in case of public and private sector banks. Using panel data, empirical analysis is carried out on the commercial banks of India for the period 2005 to 2017. The bank specific factors included are bank size, deposits, cost of funds, capital adequacy ratio, non performing assets and ROE. The result shows determinants of liquidity vary for both banking groups. Public sector banks with an increase in their size, increases the amount of liquid assets adequately to manage liquidity risk. However, private sector banks relying more on financial markets with their increasing size holds less liquidity

scholarly journals Exploring the Relational Impact of Service Quality on Customer Satisfication

2015 ◽  
Vol 14 (4) ◽  
pp. 17-31 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Dr. Alok Kumar Rai
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Private Sector ◽  
Service Sector ◽  
Strong Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
And Performance ◽  
Public And Private Sector

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance.Banking has been no exception to this phenomenon.Many Literatures have found a strong relationship between service quality and customer satisfaction In service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers’ satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks.The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.  

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