ICTACT Journal on Management Studies

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Exploration of Banking Sector Quality of Services and Customers Satisfaction-A Study on Banks in Prakasam District of Andhra Pradesh-India


Affiliations
1 Department of Management Studies, Velidi Venkateswarlu and Mangamma Degree College, India
     

   Subscribe/Renew Journal


A strong and stable banking sector is vital for the development of an economy. An extraordinary development has been noticed in the banking system of India in the last few years. The scenario of the Indian banking sector has changed due to liberalization, globalization, and various financial sector reforms. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing 100% customer satisfaction. But there is some evidence that few public, private and foreign banks do not give importance to their retail customer relating to maintenance of service quality and customer satisfaction. In this regard, this research paper focuses with a purpose to report the findings of existing literature to identify decompose and define the dynamics of quality service and satisfaction of customer towards all banking services in Global scenario including India. Banks are offering a wide range of services, and maintaining standards in delivering the services. Customers are always expecting good quality services from their banks. So, banks also maintaining enhanced quality services to their customers satisfaction and also to face the competition with other banks. In this paper, an attempt has been made to ascertain the level of satisfaction of customers as regards banking services in Prakasam District of Andhra Pradesh of India.

Keywords

Service Quality, Customers Satisfaction, Customer Expectations.
Subscription Login to verify subscription
User
Notifications
Font Size

  • A. Prasuraman and L.L. Berry, “Understanding Customer Expectation of Service”, Sloan Management Review, Vol. 32, No. 3, pp. 1-10, 1990.

  • Gringos, “Charles Portis”, Simon and Schuster, 1991.

  • J. Joseph Cronin. and Steven A. Taylor, “Measuring Service Quality: A Reexamination and Extension”, Journal of Marketing, Vol. 56, No. 3, pp. 55-68, 1992.

  • H. Naeem and A. Akram, “Service Quality and its Impact on Customer Satisfaction: Empirical Evidence from the Pakistani Banking Sector”, International Business and Economics Research Journal, Vol. 8, pp. 99-104, 2009.

  • V. Varsha, “Designing and Implementation of Rating Prediction”, International Journal of Innovative Technology and Exploring Engineering, Vol. 8, No. 11, pp. 1-6, 2019.

  • A.M. Machogu and L. Okiko, “E-Banking Complexities and the Perpetual Effect on Customer Satisfaction in Rwandan Commercial Banking Industry: Gender as a Moderating Factor”, Journal of Internet Banking and Commerce, Vol. 20, No. 3, pp. 1-16, 2015.

  • S. Seyoum and R. Karunakaran, “Customer Satisfaction towards Banking Services A Study in Hawassa City Administration, SNNP Region Ethiopia”, International Journal of Multidisciplinary Research Review, Vol. 1, pp. 150-159, 2015.

  • S. Khalid, B. Mahmmod and S. Hussain, “Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad”, International Journal of Marketing Studies, Vol. 3, pp. 165-174, 2011.

  • I. Ben, “Evaluating Customer Satisfaction in Banking Services”, Management and Marketing, Vol. 5, pp. 143-150, 2010.

  • I.M. Tahir and N.M.A. Baskar, “Service Quality Gap and Customer’ Satisfaction of Commercial Banks in Malaysia”, International Review of Business Research Papers, Vol. 3, No. 2, pp. 327-336, 2007.

  • R.A. Karim and T. Chowdhury, “Customer Satisfaction on Service Quality in Private Commercial Banking Sector in Bangladesh”, British Journal of Marketing Studies, Vol. 2, No. 1, pp. 1-11, 2014.

  • H. Abdul Kadir, N. Rahmani and R. Masinaei, “Impacts of Service Quality on Customer Satisfaction: Study of Online Banking and ATM services in Malaysia”, International Journal of Trade, Economics and Finance, Vol. 2, No. 3, pp. 1-9, 2011.

  • M. Zairi, “Managing Customers Satisfaction: A Best Practice Perspective”, TQM Magazine, Vol. 12, No. 6, pp. 389-394, 2000.

  • B. Ameme and J. Wireko, “Impact of Technological Innovations on Customers in the Banking Industry in Developing Countries”, The Business and Management Review, Vol. 7, No. 3, pp. 388-403, 2016.

  • H. Asiyanbi and A. Ishola, “E-Banking Services Impact and Customer Satisfaction in Selected Bank Branches in Ibadan Metropolis, Oyo State, Nigeria”, Accounting, Vol. 4, No. 4, pp. 153-160, 2018.


Abstract Views: 186

PDF Views: 0




  • Exploration of Banking Sector Quality of Services and Customers Satisfaction-A Study on Banks in Prakasam District of Andhra Pradesh-India

Abstract Views: 186  |  PDF Views: 0

Authors

V. Venkateswara Rao
Department of Management Studies, Velidi Venkateswarlu and Mangamma Degree College, India

Abstract


A strong and stable banking sector is vital for the development of an economy. An extraordinary development has been noticed in the banking system of India in the last few years. The scenario of the Indian banking sector has changed due to liberalization, globalization, and various financial sector reforms. Now-a-days all public, private and foreign banks play a vital role in retail banking and provide lot of core banking services to all their rural and urban customers to maintain customer loyalty, retention and providing 100% customer satisfaction. But there is some evidence that few public, private and foreign banks do not give importance to their retail customer relating to maintenance of service quality and customer satisfaction. In this regard, this research paper focuses with a purpose to report the findings of existing literature to identify decompose and define the dynamics of quality service and satisfaction of customer towards all banking services in Global scenario including India. Banks are offering a wide range of services, and maintaining standards in delivering the services. Customers are always expecting good quality services from their banks. So, banks also maintaining enhanced quality services to their customers satisfaction and also to face the competition with other banks. In this paper, an attempt has been made to ascertain the level of satisfaction of customers as regards banking services in Prakasam District of Andhra Pradesh of India.

Keywords


Service Quality, Customers Satisfaction, Customer Expectations.

References