Service : The Competitive Edge in Banking
Contents: Preface. 1. Customer satisfaction and service quality in banks: an empirical study. 2. Customer delightedness and highly satisfaction level is milestone in E Banks: an empirical study in Punjab. 3. Customer perception towards e-delivery channels and future of E-delivery channels in India. 4. A comparative job satisfaction in public and private sector banks: an empirical study in Punjab. 5. Customer perceptions and expectations about banking services: en empirical study. 6. Customer services in Banks: an empirical study. Bibliography. Index.
Banking an industry known worldwide for predicable business practices and measured evolution, is facing sweeping and unprecedented change. Customers demand personal service whenever and wherever they would like, seven days a week twenty-four hours a day.
The Indian banking industry has undergone radical changes due to liberalization and globalization measure under taken since 1991. Today Indian banking industry is one of the largest in the world. There has been a great surge in efficient customer service. A highly satisfied and delighted customer is a very vital non-financial asset for the banks in the emerging IT era. The excellent management of customer relationship is the future of any business or everybody’s business. Customer focus should not be viewed as just business strategies but as a corporate mission. The customer care has been enjoying the attention of the government, RBI and banks themselves, various committees have gone into the problem of detail at made recommendations, many of which has been implemented.
The present book deals with the vital issues related to bank customer services like customer satisfaction and service quality in bank is an empirical study, customer delightedness and highly satisfaction level is Milestone in e banks an empirical study in Punjab, customer perception towards e delivery channels and future of e-delivery channels in India. A comparative job satisfaction in public and private sector banks an empirical study in Punjab. Customer perceptions and expectations about banking services an empirical study customer services in banks an empirical study.
This book may be very useful for banking industry, planners, policy maker, academicians, researchers and those who are interested in banking studies.
