AN EVALUATION OF SERVICE OFFERED BY INDIAN BANK
Keywords:
Service quality, Customer relationship management, loan efficiencyAbstract
Nowadays, banks are realizing that quality constitutes the basis of their business and it is a strategy with which they could effectively differentiate their superiority from those of its competitors and to hold on vis-a-vis expand customers’ base. These banks provide most services such as savings and current accounts, safe deposit lockers, loan or mortgages to private and business customers. For middle class users, for whom a bank is where they can save their money, facilities like Internet banking or phone banking is not very important. Although they are not better than private banks in terms of facilities provided, their interest rates are definitely competitive. The researcher has observed that some awareness regarding loan facilities are lacking among the customer. Major contribution of this study is to provide suggestion to the banker to provide more awareness regarding the loan facilities to the customer. Apart from that banker are also being responsible for repayment of loans, hence valuable suggestions were given to avoid such problem in the future for sustainable growth of the bank.
References
Berry, L.L. and Parasuraman, A. (1991). Marketing services: Competing through quality, The Free Press.
De Chernatony, L. and Dall'Olmo Riley, F. (1999). Expert's Views About Defining Services Brands and the Principles of Services Branding, Journal of Business Research 46, 181-92.
K Tamizh Jyothi and C. Samudhra Rajkumar (2005). An empirical study on the effectiveness of celebrity advertisements, Asia Pacific Business Review, 1 (2), 50 – 62.
K Tamizh Jyothi and C. Samudhra Rajkumar (2005). An empirical study on the effectiveness of celebrity advertisements, Asia Pacific Business Review, 1 (2), 50 – 62.
Kailasam Tamizhjyothi and Samudhra Rajakumar (2011). Profession as a predictor of the effectiveness of Multiple Celebrity Endorsement – An Empirical Study in the Indian Context. Petroleum-Gas University of Ploiesti Bulletin, Economic Science Series, 63 (3), 27 – 36
Kailasam Tamizhjyothi and Samudhra Rajakumar (2011). Profession as a predictor of the effectiveness of Multiple Celebrity Endorsement – An Empirical Study in the Indian Context. Petroleum-Gas University of Ploiesti Bulletin, Economic Science Series, 63 (3), 27 – 36
Kapferer JN (2008). The new strategic brand management 4th Edition Kogon Page London.
Karl Moore and Susan Reid, (2008). Business history, Vol.50 issue 4 P.419-432
Onkvisit, S., and Shaw, J.J. (1989). Service marketing: image, branding, and competition. Business Horizons, 32 (1), 13-18.
Parasuraman, Zeithaml and Berry, (1988). A Conceptual Model of Service Quality and Its ... Delivery of Service Quality, Journal of Marketing, April 1988, pp. 35-48.
R. Sritharan, KT Jyothi, CS Rajakumar, (2008). Role of Involvement in Predicting Brand Loyalty. Asia Pacific Business Review, 4 (1), 44-58.
R. Sritharan, KT Jyothi, CS Rajakumar, (2008). Role of Involvement in Predicting Brand Loyalty. Asia Pacific Business Review, 4 (1), 44-58.
Sritharan R, and Samudhrarajakumar C. (2008). Loyalty Behaviour of Consumers' towards Non-Durable Products, SRM Management Digest, 6, 41- 46.
Sritharan R, and Samudhrarajakumar C. (2008). Loyalty Behaviour of Consumers' towards Non-Durable Products. SRM Management Digest, 6, 41- 46.
