Comparative Study of Customer Satisfaction Between Public, Private and Cooperative Sector Banks in India
A Comparative Study of Banking Services and Customer Satisfaction in Public, Private and Cooperative Banks
N.Amuthan, Associate Professor, Department of Commerce, A.G.Government Arts College, Tindivanam, Villupuram Distsrict, Tamil Nadu.
Keywords: Transaction based Banking services, IT enabled banking services, Customer satisfaction, Service Quality.
Abstract
The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for all service providers to meet or exceed the target customers’ satisfaction with quality of services expected by them. Hence the present research is attempted to study customers’ perception of quality of services, both transaction based and IT enabled in terms of its constituent factors in public sector, private sector and cooperative banks. Also through the present study, we would gauge the extent of IT adoption in public sector, private sector and cooperative banks in this electronic age. The present investigation in planned with the objective to assess the extent of use of services especially the IT enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The present study was conducted in public sector, private sector and cooperative banks of Villupuram district of Tamil Nadu. Multistage random sampling was used for selection of samples. The study was proposed to be conducted in eight taluks of Villupuram district. One branch of above banks in each taluk of Villupuram taluk was selected randomly. While selecting the branch, care was taken to see that the branch should provide at least five IT enabled services. This step was followed to have inter bank comparison. The study has revealed that the customers of nationalized banks and cooperative banks were not satisfied with the employees’ behaviour and infrastructure, while respondents of private sector banks were
N.Amuthan, Associate Professor, Department of Commerce, A.G.Government Arts College, Tindivanam, Villupuram Distsrict, Tamil Nadu.
Keywords: Transaction based Banking services, IT enabled banking services, Customer satisfaction, Service Quality.
Abstract
The banking system is facing challenges with stiff competition and advancement of technology. It becomes imperative for all service providers to meet or exceed the target customers’ satisfaction with quality of services expected by them. Hence the present research is attempted to study customers’ perception of quality of services, both transaction based and IT enabled in terms of its constituent factors in public sector, private sector and cooperative banks. Also through the present study, we would gauge the extent of IT adoption in public sector, private sector and cooperative banks in this electronic age. The present investigation in planned with the objective to assess the extent of use of services especially the IT enabled services in these banks and to analyze the constituent factors affecting customer satisfaction with the quality of services. The present study was conducted in public sector, private sector and cooperative banks of Villupuram district of Tamil Nadu. Multistage random sampling was used for selection of samples. The study was proposed to be conducted in eight taluks of Villupuram district. One branch of above banks in each taluk of Villupuram taluk was selected randomly. While selecting the branch, care was taken to see that the branch should provide at least five IT enabled services. This step was followed to have inter bank comparison. The study has revealed that the customers of nationalized banks and cooperative banks were not satisfied with the employees’ behaviour and infrastructure, while respondents of private sector banks were