|
CUSTOMERS’ PERCEPTION REGARDING THE QUALITY SERVICE: A CASE STUDY OF SBI AND HDFC BANK
2
Author(s):
DR SUKHVIR SINGH, MRS. PREETINDER KAUR
Vol - 1, Issue- 1 ,
Page(s) : 68 - 83
(2009 )
DOI : https://doi.org/10.32804/BBSSES
Abstract
Abstract: A Bank is a financial institution that accepts the deposits from the public and creates credit. Lending activity can be performed either directly or indirectly through capital markets. Due to their importance in the financial system and influence on national economics, banks are highly regulated in most countries. We tried to compare the policies of SBI and HDFC Bank and also attempted to know the customers’ perceptions regarding the quality services provided by the banks. The information regarding the quality services is collected with the help of questionnaire, taking a sample of 200 respondents. We concluded that there is no more difference between the policies of the public and private banks because all the banks are governed by Reserve Bank of India (RBI). We found that HDFC Bank has better customer services rather than the State Bank of India. We also concluded that customers have also shown their more trust in State Bank of India as compare to HDFC Bank.
- Bahia K. and Nantel J. (2000), “A Reliable and Valid Measurement Scale for the Perceived Service Quality of Banks”, International Journal of Bank Marketing ,pp. 84 - 91.
- Jamal, A. and Naser, K. (2002) Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking, International Journal of Bank Marketing , 20 (4), 146-160.
- Principal and Practices of Banking by Indian Institute of Banking and Finance 3rd edition.
- V. Leeladhar, Deputy Governor, Reserve Bank of India “The Indian Banking Industry – A Retrospect of Select Aspects” Address by on the occasion of the birth-centenary celebrations of M. Ct. M. Chettyar, the founder of the Indian Overseas Bank, on August 2, 2008.
- Walfried M. Lassar Chris Manolis Robert D. Winsor, (2000),"Service quality perspectives and satisfaction in private banking”, Journal of Services Marketing, Vol. 14 Iss 3 pp. 244 – 271.
- Reserve Bank of India, Mumbai (June, 2001). “Report on the Advisory Group on Banking Supervision” –Verma Committee.
- Y.V.Reddy, Governor, Reserve Bank of India ,May 2005 “Banking Sector Reforms in India: An Overview” Address at the Institute of Bankers of Pakistan, Karachi.
|