A review of customer satisfaction towards service quality of banking sector

Service process performance of an organization should be measured continuously to achieve competitive advantage and this is possible through providing excellent service by any organization. The quality of the products or the quality of customer service determines the degree of customer satisfaction. The customer satisfaction not only means, satisfying the customers but also customer retention in case of service failure. The organization should solve the complaints through various service recovery strategies. It is mandatory to identify the impact of service failure and customer feedback for the survival, success and prosperity of an organization. The real victory of an organization is based on the degree of loyalty of the customers. This paper attempts to summarize the results of literature review on customer satisfaction towards the services of a bank from five different perspectives namely, service encounters, waiting time of the customer to get the service, role of intermediaries, quality of service provid ed and customer complaints towards the bank. Attraction, retention and enhancement of the customer relationship are essential to maintain, delighted and committed customers, who form the basis for the sustainable competitive position of the bank. This study can also be extended to tourism and hospitality, insurance companies, hospitals, transport corporations, railways, airlines, telecommunications, libraries and other service sectors to assess the degree of quality of service offered by them

A study on efficacy of employee training: review of literature

The success of any organization depends on appropriate use of human assets available in the organization. All other assets could only be supplementary to human assets. Towards augmenting the human resources and to cope with changes – both internal and external, the organization has to concentrate necessarily on developing the ability, wisdom and skills of its workforce. For the development of human asset, ‘training’ becomes the base. Training is a tool to attain individual, organizational needs related to the jobs undertaken and is also intended to improve the work culture of the group involved in a group task. An ideal training programme can be expected to change the attitude, skills and develop forward vision of the participants towards the task. This paper summarizes the results of the literature review on the effectiveness of training programmes of employees from diverse perspective

A study on efficacy of induction training programme in Indian railways using factor analysis

The induction training is very vital for all the new recruits. It helps to reduce the time and cost for the employees to adhere to the organization and facilitate the new employees to perform effectively. It helps the employees to feel with greater morale and they create oneness and cohesiveness among the members of the organization. Hence this internal motivation, the warm feeling as well as initial level of   skills and knowledge imparted by the induction training helps the new recruits to glue themselves easily to their job and towards the organization. The study analyze the factors that influences the effectiveness of induction training programme and the impact of induction training programme towards middle and lower level employees using factor analysis

A pragmatic study on the service gap analysis of an Indian public sector bank

Customers are the major stakeholders and their satisfaction forms the basis of the sustainable competitive advantage of the firm. Attracting, satisfying and retaining customers lead to extended customer base and increased profit margins. Thus, the customer satisfaction is the ultimate objective of the firm which is possible by rendering quality service. The State Bank of India (SBI) ranks as 67th in the list of largest banks in the world based on market capitalization as of March 31th 2014. The quality of service extended by the SBI has resulted in customer satisfaction and expanded customer base for the bank. Random sampling method is adopted for the collection of data from the respondents. In Tiruchirappalli regional office of State Bank of India, area operations are selected within 10 Kilometer radius from the Main branch and 60 questionnaires per branch have been distributed in 10 branches. Out of 600 questionnaires, 109 are found incomplete and 491 are fully complete with 81.83% of response rate. The data collected were analysed with the help of MS Excel to identify the gaps. The Cronbach alpha, a measure of internal consistency obtained is 0.925 which is considered to be excellent. This study aims to identify the gaps in the dimensions of service quality by administering SERVQUAL model among the customers in State Bank of India. An overall weighted SERVQUAL score of –1.42866 was arrived, representing a significant inconsistency in meeting customer expectations across all service dimensions. Highest gap scores for reliability and empathy depicts that there is a need for courtesy and politeness among SBI employees which in turn will help to establish a long term relationship with the customers. The relatively low gap scores were found for responsiveness, tangibles and assurance dimensions. The State Bank of India has to take steps to close the gaps and it can be closed by establishing and implementing a service quality information system

A Pragmatic Study on the Service Gap Analysis of an Indian Public Sector Bank

Customers are the major stakeholders and their satisfaction forms the basis of the sustainable competitive advantage of the firm. Attracting, satisfying and retaining customers lead to extended customer base and increased profit margins. Thus, the customer satisfaction is the ultimate objective of the firm which is possible by rendering quality service. The State Bank of India (SBI) ranks as 67th in the list of largest banks in the world based on market capitalization as of March 31th 2014. The quality of service extended by the SBI has resulted in customer satisfaction and expanded customer base for the bank. Random sampling method is adopted for the collection of data from the respondents. In Tiruchirappalli regional office of State Bank of India, area operations are selected within 10 Kilometer radius from the Main branch and 60 questionnaires per branch have been distributed in 10 branches. Out of 600 questionnaires, 109 are found incomplete and 491 are fully complete with 81.83% of response rate. The data collected were analysed with the help of MS Excel to identify the gaps. The Cronbach alpha, a measure of internal consistency obtained is 0.925 which is considered to be excellent. This study aims to identify the gaps in the dimensions of service quality by administering SERVQUAL model among the customers in State Bank of India. An overall weighted SERVQUAL score of –1.42866 was arrived, representing a significant inconsistency in meeting customer expectations across all service dimensions. Highest gap scores for reliability and empathy depicts that there is a need for courtesy and politeness among SBI employees which in turn will help to establish a long term relationship with the customers. The relatively low gap scores were found for responsiveness, tangibles and assurance dimensions. The State Bank of India has to take steps to close the gaps and it can be closed by establishing and implementing a service quality information system