literature review of hdfc bank pdf

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Chapter -2: Review of Literature & Research Design REVIEW OF LITERATURE & RESEARCH DESIGN 2.1. Literature Review

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Velmurugan Ramasamy

Still, Public Sector Banks (PSBs) in India maintains the largest market share in Indian Banking System. Most of the rural public has more faith of Government Sector Banks–Public Sector Banks–on the amount deposited. In order to attract customers, old and new private sector banks have offered numerous innovative services. Thus, after financial sector reforms, earning potential of public sector banks have been shared by private and foreign banks. In order to increase their profitability and to retain their existing market share, public sector banks too have to identify their customer's expectations and to offer services up to the expectation of their customers. In this context, the present study has been carried out to identify the reasons influencing customer's satisfaction and to ascertain the factors influencing customer's satisfaction. The collected data have been analyzed by employing Friedman Rank test and Multiple Regression. The result of the study disclose that most of the customers are satisfied with respect to bank physical appearance followed by cash withdrawl limit at ATM counter, DD commission Rate. Further, Public Sector Banks customer satisfaction depends on their Occupation, Type of Bank Account hold and Customers Perception on Service Quality offered at PSBs.

Mir Abdullah Shahneaz

Publisher ijmra.us UGC Approved

Management Research and Practice

Dr. Vijay M. Kumbhar

Journal ijmr.net.in(UGC Approved)

Abstract: Today, information and communication technology has become the heart of banking sector, which has brought an enormous transformation in the banking industry and made banking services easier, speedy and accessible anytime and anywhere. This has also made the customers well aware of the service level available around the world and thus expects the best from his bank. In this modern customer centric competitive arena, satisfaction and quality prove to be key factors and are interrelated. To strive in a market characterized by global competition, and technological advancements, banks need to be more customer-focused. Any bank that wants to compete in this global industry must offer services that create customer satisfaction. Hence, it is important for banks to understand what affects customer satisfaction and how to optimize service quality as a driver of customer satisfaction. This study made an attempt to compare customer satisfaction of public and private commercial banks with a sample of 500 bank customers by analyzing the item-wise degree of satisfaction of the customers for service quality taking 41 technology related items, grouped into 8 service quality dimensions. One way ANOVA has been applied to ascertain the significance level of the dimensions of service quality. The study showed that, except for satisfaction with Empathy and Reliability dimensions, the performance of private sector commercial banks is better than the public sector commercial banks. Thus, customers’ satisfaction level of private sector commercial banks in terms of technology based services is higher than that of public sector banks. Key Words: ANOVA, Commercial Banks, Customer Satisfaction, Service Quality, Technology Driven Banking Services. 1. INTRODUCT

Transstellar journal

TJPRC Publication

Banks all over the world have succeeded in promoting the latest services to its customers. Current customers are tempted to do business online. Traditional branch-based retail banking remains the most pervasive technique for conducting banking transactions in India as well as any other country. However, digital technology is rapidly changing the way personal financial services are being designed and delivered. Recent customer account dealings are created to be analytical of electronic services utilize in common. This paper focuses on the use of digital banking and satisfaction by the bank’s customers after demonetization, through an investigation of the factors that influence customer’s acceptance of digital banking services. A sample of 180 respondents was included in the study. An exploratory study of the customers in six banks is conducted to identify the factors which enhance satisfaction with digital banking services with the help of primary data technique called Factor Analysis. Further, the comparison of customers’ satisfaction between the banking sectors towards digital banking is achieved by using unpaired samples t-test. Fulfillment, Achievements, Self-satisfaction, Pride Encouragement, and Delight are the six factors that influence the customers’ satisfaction. Customers’ satisfaction is high in private banks with regard to digital banking than the public sector banks.

PANDARINATHAN CHINNADURAI

Dr Alok Kumar Rai

Customer Satisfaction has been a psychological attribute inviting attention of the customers and requiring decipher their contribution in overall business performance. Banking has been no exception to this phenomenon. Many Literatures have found a strong relationship between service quality and customer satisfaction in service sector in general and banking industry in particular. The aim of the study is to investigate the relationship between service quality and customer satisfaction. The study assesses the level of customers' satisfaction and service quality performance of the select banks. Further the study compares the satisfaction and service quality in select public and private sector banks. The study also identifies the area where the banks need to focus. The research design is descriptive as the research is intended to conclude and suggest measures to zero down on the service quality gaps in select public and private sector banks. The result shows a positive relationship between service quality and customer satisfaction. Service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) show wide service quality gaps. The comparative study of public sector banks and private sector banks show superiority of private sector banks over public sector banks in customer satisfaction and performance of service delivery.

shakir shaik

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