A Study on the level of Consumer Satisfaction at Nationalised Banks of India

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A Study on the level of Consumer Satisfaction at Nationalised Banks of India

Dilip Kumar Jha

Author Affiliations

¹Department of Economics, Guru Ghasidas Vishwavidyalaya (A Central University), Koni, Bilaspur, Chhattisgarh-495009, India

Res. J. Management Sci., Volume 5, Issue (9), Pages 33-36, September,6 (2016)

Abstract

According to recent trends, it has been observed that Indian banking industry is going through intense competition now a days. In the earlier days, public sector banks were functioning in the protected environment. Now, to beat one another, service providers in the banking industry use new applications into banking services in every coming day. Consequently, quality of services becomes the focal point for the customers due to rise in their expectations. Therefore, it is now clear that, the quality of service will be the yardstick, in the coming days, to figure out the best banking sector out of the average one. In this regard, this study has been undertaken to understand the satisfaction level of customers and examine the various dimensions of the awareness with regard to the services provided by nationalized banks of India. Questionnaire based on Likert’s five point scale has been used to collect the information for this study. Analysis has been done by using SPSS. The outcome of the research revealed that there are significant differences in the satisfaction level and dimensions of awareness of customers of nationalized banks in terms of services provided by them.

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[ref1] Gopal K.S. (1997)., Competition in the Banking Industry., IBA Bulletin, January, 11-15.
Google Scholar

[ref2] Prabhakaran S. and Satya S. (2003)., An Insight into Service Attributes in Banking Sector., Journal of Services Research, 3(1), 157-169.
Google Scholar

[ref3] Bhattacharyay Biswa N. (1990)., Is Customer Service Deteriorating in the Indian Banking Industry., Vikalpa, 15(3), 23-29.
Google Scholar

[ref4] Kangis Peter and Voukelatos Vassilis (1997)., Private and public banks: a comparison of customer expectations and perceptions., International Journal of Bank Marketing, 15(7), 279-287.
Google Scholar

[ref5] Gani and Bhatt (2003)., Comparative Study of commercial banks” Growth and Profitability of Indian Public Sector Banks., Economic and Political Weekly, 37(22), 2155-2162.