Impact Assessment of Business Process Re-Engineering in Banking Industry on Corporate Clients

Banks and other financial services providers continuously claim to offer customer-oriented services, yet they still focus on delivering products instead of providing solutions to their customers‟ needs. The changing dynamics of banking and other financial institutions market forced players at all levels to re-engineer their business organisations. The banking operations and functions which is intend to meet emerging challenges of bank consolidation, slashing operating cost, outsourcing, portfolio investment, payments and settlement system call for innovative banking practices through Business Process Re-engineering. This is to enable Indian banks to incorporate strategic innovative customer schemes in order to bridge the service gap inherent in Indian banking sector. The objective of this paper is to Measure the Customer Delight through Business Process Re-engineering. The data for this current investigation were obtained from primary source that was analysed through simple percentage analysis, correlation and t test.