ICTACT Journal on Management Studies

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


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

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

Abstract Views: 175  |  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