An Evaluation of Customer Orientation of Indian Public Sector Banks

Indian Public Sector Banks have had the unique experience of being established in a purely competitive market under the British rule, then move into a totally controlled non-competitive market after their nationalization, further to slowly move to the mixed era of regulatory-competitive times, and their future which stands to look into the face of a global competition from counterparts which have never but worked in a competitive environment. Exactly after 40 years of their nationalization, all the walls of protection are likely to be shorn off them in 2009. The need has arisen that they equip themselves to face the competition squarely even with their social responsibilities. The economy has depended heavily on them in the past and so would it in the future. In the competitive scene, among various other factors, customer orientation occupies the place of prominence for success. This article delves into the secondary data to evaluate the present customer orientation of Indian Public Sector Banks and thus take stock of their strengths and lacunae, before plunging into the open regime.