Service Quality And Customer Satisfaction In Private And Public Sector Banks In Kerala A Comparative Study

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Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study

Author : Laly Antoney
Publisher : Prem Jose
ISBN 13 : 1711053279
Total Pages : pages
Book Rating : 4.7/5 (11 download)

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Book Synopsis Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study by : Laly Antoney

Download or read book Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study written by Laly Antoney and published by Prem Jose. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done independently and objectively to establish baseline for improvements in service delivery. Assessing customer satisfaction periodically allows bank management and policy makers to identify customers’ needs, expectations, perception and the perception- expectation gaps. The current study covers a comparative analysis of service quality and customer satisfaction among the customers of public and private sector commercial banks in Kerala. The research questions that are addressed in this study are on expectations and perceptions of retail customers from their preferred banks, relationship between service quality and customer satisfaction and the difference between the satisfaction level among private and public- sector banks in Kerala. In order to answer the above research questions, the problem is stated as “Service Quality and Customer Satisfaction- a Comparative Study between Public Sector and Private Sector Banks of Kerala.” A descriptive and analytical research was carried out by collecting responses from customers of three prominent banks from private and public sector each. This was done through an online structured questionnaire based on SERVQUAL model during July 2015 to July 2016, prior to SBI consolidation. Primary data is analysed using SPSS (V.21). Kolmogorov- Smirnov Test for the Normality is used to ensure normality of data distribution, Cronbach Alpha coefficient is used to measure reliability and validity is tested with the panel of experts. Mean, S.D. percentage, cross tabulation are used for descriptive and univariate analysis. Structural Equation Modelling, Confirmatory Factor Analysis and regression path analysis are used to conduct inferential and multivariate analysis. Z-test, Independent T-Test, Chi-Square, ANOVA Pearson Correlation, and post hoc tests are used for testing of hypothesis and comparative analysis. Modelling is done using Structural Equation Modelling approach and Path Analysis. The study reveals that the antecedents of customer satisfaction of retail banking customers of Kerala are reliability, assurance, empathy and tangibles. Responsiveness dimension do not affect customer satisfaction of banks in Kerala. There exists a gap between expected service quality and perceived service quality. Study reveals that there is significant positive correlation between service quality and customer satisfaction in the retail commercial banking services in Kerala. The level of customer satisfaction in public sector banks and private sector banks are not significantly different but same. Similarly, it is also found that, there is no significant difference in the customer satisfaction between sample banks like State Bank of India, State Bank of Travancore, Canara Bank, from public sector and Federal bank, South Indian bank and ICICI bank from private sector.

Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era

Download Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era PDF Online Free

Author : Dr Aloysius O.C
Publisher : Archers & Elevators Publishing House
ISBN 13 : 938880516X
Total Pages : pages
Book Rating : 4.3/5 (888 download)

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Book Synopsis Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era by : Dr Aloysius O.C

Download or read book Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era written by Dr Aloysius O.C and published by Archers & Elevators Publishing House. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

NOURISHING INDIAN ECONOMY THROUGH BANKING SECTOR Volume - I

Author : Dr.S.Nazeer Khan
Publisher : Archers & Elevators Publishing House
ISBN 13 : 9394958770
Total Pages : 476 pages
Book Rating : 4.3/5 (949 download)

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Book Synopsis NOURISHING INDIAN ECONOMY THROUGH BANKING SECTOR Volume - I by : Dr.S.Nazeer Khan

Download or read book NOURISHING INDIAN ECONOMY THROUGH BANKING SECTOR Volume - I written by Dr.S.Nazeer Khan and published by Archers & Elevators Publishing House. This book was released on with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Southern Economist

Author :
Publisher :
ISBN 13 :
Total Pages : 724 pages
Book Rating : 4.:/5 (1 download)

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Book Synopsis Southern Economist by :

Download or read book Southern Economist written by and published by . This book was released on 2012 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Psychological Empowerment and Job Satisfaction in the Banking Sector

Author : Elizabeth George
Publisher : Springer
ISBN 13 : 331994259X
Total Pages : 198 pages
Book Rating : 4.3/5 (199 download)

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Book Synopsis Psychological Empowerment and Job Satisfaction in the Banking Sector by : Elizabeth George

Download or read book Psychological Empowerment and Job Satisfaction in the Banking Sector written by Elizabeth George and published by Springer. This book was released on 2018-07-30 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores how psychological empowerment can influence and enhance job satisfaction. The authors argue that in today’s working climate the wellbeing and involvement of employees is of utmost importance to any company’s overall success and that management techniques like empowerment are the most effective means of achieving this goal. Based on an empirical study examining job satisfaction amongst employees of several private sector, public sector and new generation banks in Kerala, India as well as extensive literature review, this book discusses the role psychological empowerment plays in enhancing job satisfaction both locally and internationally. It goes on to analyze four dimensions of psychological empowerment and the role of job satisfaction in the relationship between psychological empowerment and job related stress. This book will be of great interest to scholars in management and psychology and is essential reading for industrialists and managers wanting to apply empowerment strategies in their own workplace.

Managing Customer Experience and Relationships

Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 1119815347
Total Pages : 517 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-19 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Handbook of Services Marketing and Management

Author : Teresa Swartz
Publisher : SAGE
ISBN 13 : 9780761916123
Total Pages : 538 pages
Book Rating : 4.9/5 (161 download)

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Book Synopsis Handbook of Services Marketing and Management by : Teresa Swartz

Download or read book Handbook of Services Marketing and Management written by Teresa Swartz and published by SAGE. This book was released on 2000 with total page 538 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a comprehensive, practical and theoretical guide to the latest thinking in the foundations of services. The authors present contributions from the world''s leading experts on services marketing and management.'

Service Quality

Author : Roland T. Rust
Publisher : SAGE
ISBN 13 : 0803949200
Total Pages : 201 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Service Quality by : Roland T. Rust

Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

EBOOK: Services Marketing: Integrating Customer Focus Across the Firm

Author : Alan Wilson
Publisher : McGraw Hill
ISBN 13 : 0077169328
Total Pages : 558 pages
Book Rating : 4.0/5 (771 download)

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Book Synopsis EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by : Alan Wilson

Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner

World Development Report 1994

Author :
Publisher : World Bank Publications
ISBN 13 : 9780195209921
Total Pages : 268 pages
Book Rating : 4.2/5 (99 download)

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Book Synopsis World Development Report 1994 by :

Download or read book World Development Report 1994 written by and published by World Bank Publications. This book was released on 1994 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: World Development Report 1994 examines the link between infrastructure and development and explores ways in which developing countries can improve both the provision and the quality of infrastructure services. In recent decades, developing countries have made substantial investments in infrastructure, achieving dramatic gains for households and producers by expanding their access to services such as safe water, sanitation, electric power, telecommunications, and transport. Even more infrastructure investment and expansion are needed in order to extend the reach of services - especially to people living in rural areas and to the poor. But as this report shows, the quantity of investment cannot be the exclusive focus of policy. Improving the quality of infrastructure service also is vital. Both quantity and quality improvements are essential to modernize and diversify production, help countries compete internationally, and accommodate rapid urbanization. The report identifies the basic cause of poor past performance as inadequate institutional incentives for improving the provision of infrastructure. To promote more efficient and responsive service delivery, incentives need to be changed through commercial management, competition, and user involvement. Several trends are helping to improve the performance of infrastructure. First, innovation in technology and in the regulatory management of markets makes more diversity possible in the supply of services. Second, an evaluation of the role of government is leading to a shift from direct government provision of services to increasing private sector provision and recent experience in many countries with public-private partnerships is highlighting new ways to increase efficiency and expand services. Third, increased concern about social and environmental sustainability has heightened public interest in infrastructure design and performance.

Reforming Infrastructure

Author : Ioannis Nicolaos Kessides
Publisher : World Bank Publications
ISBN 13 :
Total Pages : 328 pages
Book Rating : 4.3/5 (555 download)

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Book Synopsis Reforming Infrastructure by : Ioannis Nicolaos Kessides

Download or read book Reforming Infrastructure written by Ioannis Nicolaos Kessides and published by World Bank Publications. This book was released on 2004 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Electricity, natural gas, telecommunications, railways, and water supply, are often vertically and horizontally integrated state monopolies. This results in weak services, especially in developing and transition economies, and for poor people. Common problems include low productivity, high costs, bad quality, insufficient revenue, and investment shortfalls. Many countries over the past two decades have restructured, privatized and regulated their infrastructure. This report identifies the challenges involved in this massive policy redirection. It also assesses the outcomes of these changes, as well as their distributional consequences for poor households and other disadvantaged groups. It recommends directions for future reforms and research to improve infrastructure performance, identifying pricing policies that strike a balance between economic efficiency and social equity, suggesting rules governing access to bottleneck infrastructure facilities, and proposing ways to increase poor people's access to these crucial services.

Private Participation in the Indian Power Sector

Author : Mohua Mukherjee
Publisher : World Bank Publications
ISBN 13 : 1464803404
Total Pages : 185 pages
Book Rating : 4.4/5 (648 download)

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Book Synopsis Private Participation in the Indian Power Sector by : Mohua Mukherjee

Download or read book Private Participation in the Indian Power Sector written by Mohua Mukherjee and published by World Bank Publications. This book was released on 2014-10-21 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Massive private investment that complements public investment is needed to close the demand-supply gap and make reliable power available to all Indians. Government efforts have sought to attract private sector funding and management efficiency throughout the electricity value chain, adapting its strategy over time.

Tourism in Africa

Author : Iain Christie
Publisher : World Bank Publications
ISBN 13 : 1464801975
Total Pages : 325 pages
Book Rating : 4.4/5 (648 download)

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Book Synopsis Tourism in Africa by : Iain Christie

Download or read book Tourism in Africa written by Iain Christie and published by World Bank Publications. This book was released on 2014-06-19 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents how tourism initiates economic development and how constraints to the growth of tourism in Sub-Saharan Africa can be addressed. With 24 case studies that illustrate tourism development, it reveals that despite destination challenges, the basic elements needed to initialize or intensify success are applicable across the region.

India and the Knowledge Economy

Author : Carl J. Dahlman
Publisher : World Bank Publications
ISBN 13 : 0821362089
Total Pages : 216 pages
Book Rating : 4.8/5 (213 download)

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Book Synopsis India and the Knowledge Economy by : Carl J. Dahlman

Download or read book India and the Knowledge Economy written by Carl J. Dahlman and published by World Bank Publications. This book was released on 2005-01-01 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: "In the global knowledge economy of the twenty-first century, India's development policy challenges will require it to use knowledge more effectively to raise the productivity of agriculture, industry, and services and reduce poverty. India has made tremendous strides in its economic and social development in the past two decades. Its impressive growth in recent years-8.2 percent in 2003-can be attributed to the far-reaching reforms embarked on in 1991 and to opening the economy to global competition. In addition, India can count on a number of strengths as it strives to transform itself into a knowledge-based economy-availability of skilled human capital, a democratic system, widespread use of English, macroeconomic stability, a dynamic private sector, institutions of a free market economy; a local market that is one of the largest in the world; a well-developed financial sector; and a broad and diversified science and technology infrastructure, and global niches in IT. But India can do more-much more-to leverage its strengths and grasp today's opportunities. India and the Knowledge Economy assesses India's progress in becoming a knowledge economy and suggests actions to strengthen the economic and institutional regime, develop educated and skilled workers, create an efficient innovation system, and build a dynamic information infrastructure. It highlights that to get the greatest benefits from the knowledge revolution, India will need to press on with the economic reform agenda that it put into motion a decade ago and continue to implement the various policy and institutional changes needed to accelerate growth. In so doing, it will be able to improve its international competitivenessand join the ranks of countries that are making a successful transition to the knowledge economy."

Public Procurement of Energy Efficiency Services

Author : Jas Singh
Publisher : World Bank Publications
ISBN 13 : 0821381024
Total Pages : 260 pages
Book Rating : 4.8/5 (213 download)

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Book Synopsis Public Procurement of Energy Efficiency Services by : Jas Singh

Download or read book Public Procurement of Energy Efficiency Services written by Jas Singh and published by World Bank Publications. This book was released on 2009-12-17 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: The current universal concerns about global energy security, competitiveness, and environmental protection make energy efficiency more important than ever. However, realizing large-scale savings has proven a significant challenge due to many barriers. 'Public Procurement of Energy Efficiency Services' looks at a largely untapped energy efficiency market the public sector. While the efficiency potential in this sector is substantial, the implementation of energy savings programs has been complicated by a number of factors, such as insufficient incentives to lower energy costs, rigid budgeting and procurement procedures, and limited access to financing. The book looks at energy savings performance contracts (ESPCs) as a means of overcoming some of these barriers. Because public facilities can outsource the full project cycle to a commercial service provider, ESPCs can enable public agencies to solicit technical solutions, mobilize commercial financing, and assign performance risk to third parties, allowing the agency to pay from a project s actual energy savings. The recommendations in this book stem from case studies that identified approaches, models, and specific solutions to ESPC procurement, including budgeting, energy audits, and bid evaluation. Such an approach also offers enormous potential to bundle, finance, and implement energy efficiency projects on a larger scale in the public sector, which can yield further economies of scale. ESPCs can also serve as an attractive element for fiscal stimulus packages and efforts by governments to 'green' their infrastructure, which can create local jobs, reduce future operating costs, and mitigate their carbon footprint. Lower energy bills, in turn, help to create fiscal space in future years to meet other critical investment priorities. Bundled public sector energy efficiency projects can help stimulate local markets for energy efficiency goods and services and 'lead by example', demonstrating good practices and providing models to the private sector.

The Many Faces of Corruption

Author : J. Edgardo Campos
Publisher : World Bank Publications
ISBN 13 : 0821367269
Total Pages : 484 pages
Book Rating : 4.8/5 (213 download)

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Book Synopsis The Many Faces of Corruption by : J. Edgardo Campos

Download or read book The Many Faces of Corruption written by J. Edgardo Campos and published by World Bank Publications. This book was released on 2007-04-04 with total page 484 pages. Available in PDF, EPUB and Kindle. Book excerpt: Corruption... How can policymakers and practitioners better comprehend the many forms and shapes that this socialpandemic takes? From the delivery of essential drugs, the reduction in teacher absenteeism, the containment of illegal logging, the construction of roads, the provision of water andelectricity, the international trade in oil and gas, the conduct of public budgeting and procurement, and the management of public revenues, corruption shows its many faces. 'The Many Faces of Corruption' attempts to bring greater clarity to the often murky manifestations of this virulent and debilitating social disease. It explores the use of prototype road maps to identify corruption vulnerabilities, suggests corresponding 'warning signals,' and proposes operationally useful remedial measures in each of several selected sectors and for a selected sampleof cross cutting public sector functions that are particularlyprone to corruption and that are critical to sector performance.Numerous technical experts have come together in this effort to develop an operationally useful approach to diagnosing and tackling corruption. 'The Many Faces of Corruption' is an invaluable reference for policymakers, practitioners, andresearchers engaged in the business of development.

Cost-Benefit Analysis for Development

Author : Asian Development Bank
Publisher : Asian Development Bank
ISBN 13 : 9290929588
Total Pages : 367 pages
Book Rating : 4.2/5 (99 download)

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Book Synopsis Cost-Benefit Analysis for Development by : Asian Development Bank

Download or read book Cost-Benefit Analysis for Development written by Asian Development Bank and published by Asian Development Bank. This book was released on 2013-01-01 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Asian Development Bank (ADB) has been continuously undertaking measures to enhance the effectiveness of its operations. To improve projects both at the preparation and implementation stages, ADB issued the Guidelines for Economic Analysis of Projects in 1997 as a means to enhancing project quality at entry. The conduct of proper economic analysis helps ensure the efficient use of development funds and public resources and thereby increase aid effectiveness. This practical guide is a supplement to the Guidelines for the Economic Analysis of Projects. It provides an overview of recent methodological developments in cost-benefit analysis as well as suggested improvements in the economic analysis of projects in selected sectors through case studies. These case studies illustrate the application of suggested methodologies, taking into account sector-specific needs, as well as difficulties faced by practitioners in terms of data and time constraints during project processing. It also aims to contribute to ADB’s capacity building initiatives as this will be the main reference material for conduct of economic analysis.