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Mohammed Abubakkar Siddique, R.
- Service Quality of Commercial Banks in Sivakasi
Abstract Views :268 |
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Authors
M. Selvakumar
1,
V. Sathyalakshmi
1,
R. Mohammed Abubakkar Siddique
1,
M. Eswari
1,
P. Packia Lakshmi
1
Affiliations
1 P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, IN
1 P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, IN
Source
International Journal of Banking, Risk and Insurance, Vol 6, No 1 (2018), Pagination: 38-47Abstract
Indian banking industry in current scenario is booming and undergoing a rapid growth. Emergence of new generation private and foreign banks in Indian banking sector has raised competitiveness in the industry. The present study aims at identifying the extent to which the service quality of a bank affects its competitiveness. The outcome of the study reveals the current perception about banks, ischolar_mained in minds of customers which could be useful in formulating the strategies in future operations of the banks and for attainment of its goals in this competitive scenario.Keywords
SERVQUAL, Commercial Banks, Expected Service Quality, Perceived Service Quality.
References
- Brahmanandum, G. N., & Narayana, M. S. (1990). A study on customer service in commercial banks. Indian Journal of Marketing.
- Gauri Shanka, A. (2004). Customer Service in Banks. IBA Bulletin.
- Gorden, E., & Natarajan, K. (2006). Banking theory law and practice. Himalaya Publishing House, Mumbai.
- Gupta, S. P. (2006). Statistical methods. Sultan and Sons Publishers, New Delhi.
- Nayan, K. (1984). Customer service and efficiency in commercial banks. Indian Journal of Marketing.
- Natrarajan, S., & Parameswaran, R. (2007). Indian banking. S.Chand & Company, New Delhi.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multi item scale for measuring consumer perception of service quality. Indian Journal of Retailing.
- Srivastava, P. K. (2009). Banking theory and practice. Himalaya Publishing House, Mumbai.
- Profile of the Customers and Level of Banking Penetration:A Relationship Study
Abstract Views :248 |
PDF Views:0
Authors
Affiliations
1 Department of Commerce, Ayya Nadar Janaki Ammal College, Tamil Nadu, IN
1 Department of Commerce, Ayya Nadar Janaki Ammal College, Tamil Nadu, IN
Source
International Journal of Banking, Risk and Insurance, Vol 7, No 2 (2019), Pagination: 1-12Abstract
This paper aims to analyze the socio-economic and banking profile of the customers and the level of banking penetration of rural areas of Sivakasi. This study contains both primary data and secondary data. The researcher has used convenient sampling technique for the selection of the 200 sample respondents. Percentage analysis is used throughout the study. The researcher has applied the Chi-Square test by using of SPSS to test the relationship between socio-economic profiles of the respondents such as gender, age, educational status, family monthly income, and employment status, and their level of penetration. The Chi-Square test result reveals that there is no significant association between gender of the respondents and the level of penetration and there is significant association between socio-economic variables such as age, educational status, family monthly income, and employment status, and the level of penetration. In order to find whether the level of penetration differs on the basis of type of bank, purpose of opening bank account, and number of year’s deals with bank account, the researcher has applied Kruskal Wallis test with the help of SPSS. Kruskal Wallis test results found that there is significant difference in the level of penetration on the basis of type of the bank, purpose of opening bank account, and number of year’s deals with bank.Keywords
Banking Penetration, Rural Customers, Banking Products and Services.References
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- Gordon, E., & Natarajan, K. (2014). Banking theory, law and practice. Himalaya Publishing House, Mumbai.
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- https://economictimes.indiatimes.com
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- Bhavesh, J. P., Darshan, B. R., &Chirag, R. P. (2013). Rural banking through Internet: Astudy on use of internet banking among rural consumers. Asian Journal of Management Research, 3(2), 325-335.
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- Chawla, D., & Sondhi, N. (2014). Research methodology concepts and cases. Vikas Publishing House Private Limited, New Delhi.
- Kumar, S., Parimal Sarkar, J., & Bonnerjee, S. (2014). Impact of banking penetration on economic growth: A state wise comparative study. Business Perspectives and Research, 2(2), 47-64.
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- Sharma, N. (2012). An empirical study of rural customers satisfaction from e-banking in India. Journal of Internet Banking and Commerce, 17(3), 1-17.
- Selvakumar, M., Mohammed Abubakkar Siddique, R., & Sathyalakshmi, V. (2017). Analysis of sources and level of banking penetration: Application of factor and discriminant analysis. ICTACT. Journal on Management Studies - An International Publication of ICT Academy, 3(3), 567-575.
- Yang, J., Whitefield, M., & Bhanot, R. (2005). E-banking in rural area - Recent trend and development: A case study. Communications of the IIMA, 5(4), 63-72.
- Gupta, S. P. (2014). Statistical methods. Sultan and Sons Publishers, New Delhi.
- Selvakumar, M., Mohammed Abubakkar Siddique, R., & Sathyalakshmi, V. (2017). The level of penetration of banking products and services in the rural areas of Sivakasi: A study of customer perception. The IUP Journal of Bank Management, 16(2), 29-52.