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

Customer Perception to the Services of Commercial Banks in Madurai with Special Reference to Socio-Economic Profile-A Study


Affiliations
1 Department of Commerce, Saraswathi Narayanan College, India
2 Department of Management Studies, Institute of Cooperative Management, India
3 Department of Management Studies, Madurai Kamaraj University, India
     

   Subscribe/Renew Journal


All commercial banks in the market try to sell more products, adopt new dynamic marketing strategies, to develop new innovative products and to place greater emphasis on the quality of both the tangible and the intangible aspects of their service. To achieve customer satisfaction and retention, it is essential to determine the dimensions of service quality. They are reliability, responsiveness, assurance, empathy, tangibles, price, access, and effectiveness. These qualities are more important to different customers. The present study is based on both primary and secondary sources. The primary data was collected from the customers of commercial banks by sample survey through structural interview schedule. “Home proximity” was the most important reason influencing respondents to go in for the public sector banks. Majority of the respondents gave priority to go in for private sector banks, for they were offering varieties of loan schemes. Utmost care should be taken by the public sector banks to improve the aspects relating to assurance dimension. Bank branches should provide sufficient and proper vehicle parking lots wherever possible.

Keywords

Banks, Customer, Public and Service.
Subscription Login to verify subscription
User
Notifications
Font Size

  • P. Abraham, “Emerging Role of India’s Banking Sector in Promoting Inclusive Growth-A Highlight”, Sri Maruthi Publishers, 2011.

  • O.R. Krishnaswami and M. Ranganatham, “Methodology of Research in Social Science”, Himalaya Publishing House, 2007

  • S. Natarajan and R. Parameswaran, “Indian Banking”, S. Chand & Company Ltd., 2001.

  • C. Groonroos, “A Service Quality Model and its Marketing Implications”, European Journal of Marketing, Vol. 18, No. 4, pp. 36-44, 1984.

  • H.G. Gordon, Mc Dougall and Terrence J. Levesqun, “Benefit Segmentation using service Quality Dimensions: An Investigation in Retail Banking”, International Journal of Bank Marketing, Vol. 12, No. 2, pp. 15-23, 1994.

  • P.R. Philips, P.J. Haymes and M.M. Helins, “Financial Service Strategies: Neglected Cases”, International Journal of Bank Marketing, Vol. 3, No. 1, pp. 35-58, 1992.

  • E.W. Anderson, C. Fornell and D.R. Sehman, “Customer Satisfaction, Market Share, and Profitability”, Journal of Marketing, Vol. 58, No. 2, pp. 53-66, 1994.

  • Reserve Bank of India, “Annual Report”, Available at: https://www.rbi.org.in/Scripts/AnnualReportPublications.aspx?year=2015

  • Report on Trend and Progress of Banking in India 2014-2015, Available at: https://rbidocs.rbi.org.in/rdocs/Publications/PDFs/0FLTP577BF4E172064685A26A73A6BC9210EC.PDF

  • A. Ananth, R. Ramesh and B. Prabaharan, “Service Quality Gap Analysis in Private Sector Banks-A Customer Perspective”, Indian Journal of Commerce and Management Studies, Vol. 2, No. 1, pp. 245-252, 2011.

  • Bilal Afsar, Zia Ur Rehman, Jaweria Andleeb Qureshi and Asad Shahjehan, “Determinants of Customer Loyalty in the Banking Sector: The Case of Pakistan”, African Journal of Business Management, Vol. 4, No. 6, pp. 1040-1047, 2010.


Abstract Views: 152

PDF Views: 0




  • Customer Perception to the Services of Commercial Banks in Madurai with Special Reference to Socio-Economic Profile-A Study

Abstract Views: 152  |  PDF Views: 0

Authors

N. Selvaraj
Department of Commerce, Saraswathi Narayanan College, India
V. Alagupandi
Department of Management Studies, Institute of Cooperative Management, India
R. Santhanamari
Department of Management Studies, Madurai Kamaraj University, India

Abstract


All commercial banks in the market try to sell more products, adopt new dynamic marketing strategies, to develop new innovative products and to place greater emphasis on the quality of both the tangible and the intangible aspects of their service. To achieve customer satisfaction and retention, it is essential to determine the dimensions of service quality. They are reliability, responsiveness, assurance, empathy, tangibles, price, access, and effectiveness. These qualities are more important to different customers. The present study is based on both primary and secondary sources. The primary data was collected from the customers of commercial banks by sample survey through structural interview schedule. “Home proximity” was the most important reason influencing respondents to go in for the public sector banks. Majority of the respondents gave priority to go in for private sector banks, for they were offering varieties of loan schemes. Utmost care should be taken by the public sector banks to improve the aspects relating to assurance dimension. Bank branches should provide sufficient and proper vehicle parking lots wherever possible.

Keywords


Banks, Customer, Public and Service.

References