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

Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study
Author :
Publisher : Prem Jose
Total Pages : 314
Release :
ISBN-10 : 9781711053271
ISBN-13 : 1711053279
Rating : 4/5 (279 Downloads)

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 314 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.


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

Service Quality and Customer Satisfaction in Private and Public Sector Banks in Kerala: A Comparative Study
Language: en
Pages: 314
Authors: Laly Antoney
Categories: Reference
Type: BOOK - Published: - Publisher: Prem Jose

GET EBOOK

Quality and satisfaction are the key indicators of corporate competitiveness. Measurement of customer satisfaction based on the service quality is to be done in
Performance Evaluation And Customer Satisfaction Of Public Sector Banks And New Generation Private Sector Banks In The Post Liberalised Era
Language: en
Pages:
Authors: Dr Aloysius O.C
Categories: Antiques & Collectibles
Type: BOOK - Published: - Publisher: Archers & Elevators Publishing House

GET EBOOK

NOURISHING INDIAN ECONOMY THROUGH BANKING SECTOR Volume - I
Language: en
Pages: 476
Authors: Dr.S.Nazeer Khan
Categories: Antiques & Collectibles
Type: BOOK - Published: - Publisher: Archers & Elevators Publishing House

GET EBOOK

Southern Economist
Language: en
Pages: 724
Authors:
Categories: India
Type: BOOK - Published: 2012 - Publisher:

GET EBOOK

Psychological Empowerment and Job Satisfaction in the Banking Sector
Language: en
Pages: 198
Authors: Elizabeth George
Categories: Psychology
Type: BOOK - Published: 2018-07-30 - Publisher: Springer

GET EBOOK

This book explores how psychological empowerment can influence and enhance job satisfaction. The authors argue that in today’s working climate the wellbeing a