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Singh, Surabhi
- Measurement of Service Quality in Banking Industry
Authors
1 Sardarkrushinagar Dantiwada Agricultural University, Gujarat, IN
2 Institute of Home Economics, University of Delhi, Delhi, IN
Source
Asian Journal of Management, Vol 7, No 2 (2016), Pagination: 97-104Abstract
Customer service is an aspect of great significance and importance in the banking industry. In this competitive era, it is imperative for banks to provide satisfaction to their customers and satisfaction can be derived through delivering high service quality. Service quality is the key factor that can differentiate banks on account of their products and services. Service quality has become a popular area of researches and there is a need to identify methodologies to measure service quality. Researchers identified various factors of service quality to measure. Reliability, responsiveness, assurance, empathy and tangibility were explored as the five factors for measuring service quality in traditional banking, while tangibility factor was not considered an important factor for internet banking. Five dimensions of service quality in internet banking were identified as reliability, attentiveness, access, easy to use and security.Keywords
Tangibility, Responsiveness, Empathy, Reliability, Internet Banking.- I T Enabled Banking Services: Extent of Use by Customers and Their Problems
Authors
1 Sardarkrushinagar Dantiwada Agricultural University, Gujarat, IN
2 Institute of Home Economics, University of Delhi, Delhi, IN
Source
Asian Journal of Management, Vol 6, No 3 (2015), Pagination: 200-208Abstract
The new age information technology is bringing about sweeping changes in the banking industry. The entire system became more convenient and swift. Time is given more importance than money. IT enabled banking offers multiple advantages over traditional banking channels. The present study was conducted in public sector, private sector and foreign banks of Delhi. Multistage random sampling was used for selection of sample. Three banks (State Bank of India, Punjab National Bank and Canara Bank) among public sector banks, two banks (ICICI and HDFC) among private sector banks and one bank (Standard Chartered) among foreign banks were selected for the study. The present research focuses extent of use of IT enabled services by customers and their problems. It was found that very few customers were using IT enabled services, still these services are not so popular among the customers. ATM was found the most popular IT enabled banking services in all the three types of banks. Further, it was found that personal variables of respondents had an impact use of IT enabled services such as credit card, ATM and Internet Banking.