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Service Delivery By Commercial Banks: A Study of Rural Customers
9789386397027

  
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Author E. Hari Prasad
Year 2018
Binding Hardback
Pages 323
ISBN10, ISBN13 9386397021, 9789386397027
Short Description
The Title 'Service Delivery By Commercial Banks: A Study of Rural Customers written/authored/edited by E. Hari Prasad', published in the year 2018. The ISBN 9789386397027 is assigned to the Hardcover version of this title. This book has total of pp. 323 (Pages). The publisher of this title is Kalpaz Publications. This Book is in English. The subject of this book is Economic / Banking / Customer Service. POD
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Untitled Document

ABOUT THE BOOK

Service quality is one of the most important concepts in banking sector which helps banks in providing the qualitative services to their customers. “Service Delivery by Commercial Banks–A Study of Rural Customers” is the study conducted to evaluate the service quality in rural bank branches in Telangana state. For this, one bank from each i.e. public sector (SBH) and private sector (HDFC) are selected and compared with the regional rural bank (RRB) which is the local level bank established with a view to serve primarily the rural areas. To evaluate the service quality of selected banks 'SERVQUAL' instrument was used. Data collected from the opinions of the selected bank customers and analyzed with suitable statistical tools. The results are very useful to practitioners, students and research scholars. Suitable suggestions were also made to improve the service quality.

The book is divided into six chapters. First chapter deals with the concepts of service sector in India and service quality. Second chapter explains the growth and development of banking sector in India. Profile of selected banks and prof i le of selected Karimnagar district are explained in the third chapter. In the fourth chapter customers' expectation of service quality is described. Customers' satisfaction towards the service quality of banks is discussed in the fifth chapter. Finally, findings of the study and suggestions are given the sixth chapter.

ABOUT THE AUTHOR

Dr. E. Hari Prasad is an Associate Professor of Commerce and Management. At Present, he is Head, Department of Business Management in Vaageswari College of Engineering, Karimnagar, Telangana state. He had received his PhD from Dr. BRA Open University Hyderabad. He published 9 papers in International journals and 4 in national journals. He presented nearly 15 papers to national and international conferences. He had delivered key note speech on service sector and economic reforms in India in International conferences held by Pacific University, Udaipur. He is continuing research in banking and finance areas.

CONTENTS

Acknowledgements .......................................................................................... 11

List of Tables ................................................................................................... 15

1. Introduction .................................................................................... 21
• Introduction to Service • Services Sector Contribution to the Indian Economy • Financial Sector • Banking Services • Service Quality • Measuring Service Quality • Service Quality Gap Model (SERVQUAL) • Servqual Scale • Service Performance (SERVPERF) Model • SERVQUAL versus SERVPERF • Review of Literature • Research Gap • Need for the Study • Statement of Problem • Objectives of the Study • Methodology and Data Base • Reason for Selecting Karimnagar District • Reason for Selecting Mandals • Sample Size • References.

2. Growth and Development of Banking Sector in India .................... 61
• Introduction • Origin of Banking in India • Rural Banking • References • Journals • Websites.

3a. Profile of Selected Banks in Karimnagar District ........................... 77
• Introduction • A. Profile of Selected Banks • Evolution of the SBH Bank • Performance of SBH Bank • Deposits and Advances of the Bank • Profitability of SBH Bank • Priority Sector Lending • Products and Services of SBH • Other Services • Telangana Grameena Bank • Branch Network • Deposits and Advances of the Bank • Profitability of TGB • Priority Sector Lending • Products and Services of TGB • New Schemes • HDFC Bank • Branch Expansion of HDFC Bank • Deposits and Advances of the Bank • Profitability of HDFC Bank • Priority Sector Lending • Products and Services • Wholesale Banking • Retail Banking • Treasury.

3b. Profile of Karimnagar District ........................................................ 95
• Introduction • Summary • References.
4. Customers’ Expectations of Banking Services .............................. 107
• Introduction • Demographical Profile of Respondents • Customers’ Awareness about Availability of Banking Services • A. Accounts • Current Account • Demat Account • Safe Locker Facility • Insurance Facility (Bank Assurance) • B. Loans • House Loans • Educational Loans • Vehicle Loans • Commercial Vehicle Loans • Gold Loans • Agricultural Loans • Land Mortgage Loan • Crop Loan • Loan for Agricultural Equipment • Loans for Live Stock • Debit Card or ATM Card (Automatic Teller Machine/Any Time Money Card) • Credit Card • Internet Banking • Telephone Banking • Mobile Banking • Electronic Funds Transfer (EFT) • Summary.

5. Customers’ Satisfaction of Service Quality ................................... 161
• Introduction • Influencing Factors to Open Bank Account by Respondents • Importance of Facilities and Amenities Provided by the Bank • Service Timings of Bank • Service Encounters • Hypothesis • Measuring Service Quality • Importance Quality of Facilities and Amenities Provided by SBH Bank • Hypothesis • Service Timings of SBH Bank • Updating Pass Book • Service Encounters in SBH • Measuring Service Quality - SBH • Overall Service Quality • Loyalty towards Bank • Recommendations to Relatives and Friends • Importance of Quality of Facilities and Amenities Provided by TGB Bank • Importance of Quality of Facilities and Amenities Provided by TGB Bank • Actual Quality of Facilities and Amenities Provided by TGB Bank • Gap between Importance and Actual Facilities and Amenities-TGB Bank • Linear Regression Equation of Overall Service Quality on Actual Quality of Facilities and Amenities provided by TGB • Hypothesis • Service Timings of TGB • Cash Receipt • Cash Payment • Issue of Draft • Collection of Out Station Cheques • Updating Pass Book • Issue of Cheque Book • Service Encounters • Ranks Based on Service Encounters in TGB • Factor Analysis of Service Encounters in TGB Bank • Hypothesis • Evaluation of Service Quality of TGB • Hypothesis • Interpretation of Overall Service Quality • Overall Service Quality of TGB Bank • Service Quality Meeting Needs of Customers • Overall Satisfaction against the Service Quality • Loyalty towards Bank • Recommendations to Relatives and Friends • HDFC Bank • Importance of Facilities and Amenities Provided by HDFC Bank • Actual Quality of Facilities and Amenities Provided by HDFC Bank • Gap between Importance and Actual Facilities and Amenities Provided by HDFC Bank • Linear Regression Equation of Overall Service Quality on Actual Quality of Facilities and Amenities Provided by HDFC Bank • Hypothesis • Service Timings of HDFC • Cash Payment • Issue of Draft • Collection of Out Station Cheques • Updating Pass Book • Issue of Cheque Book • Service Encounters • Factor Analysis of Service Encounters in HDFC Banks • Hypothesis • Evaluation of Service Quality in HDFC Bank • Paired Sample Test • Hypothesis • Interpretation of Overall Service Quality • Overall Satisfaction against the Service Quality • Loyalty towards Bank • Recommendations to Relatives and Friends • Comparative Analysis of Selected Banks • Comparative Analysis of Facilities and Amenities Provided by Selected Banks • Hypothesis • Comparison of Service Timings • Bank-wise Variance in Service Encounters • Hypothesis • Area-wise Variance in Service Encounters • Hypothesis • Comparative Evaluation of Service Quality of Selected Banks • Comparative Interpretation of Overall Service Quality • Hypothesis • Overall Service Quality–Profile of Respondents • Overall Satisfaction–Profile of Respondents.

6. Summary of Findings, Suggestions and Conclusions .................... 275
• Introduction • Objectives of the Study • Methodology and Data Base • Data Collection • Sample Unit • Reason for Selecting Karimnagar District • Reason for Selecting Mandals • Sample Size • Tools of Data Analysis • Scope of the Study • Organisation of the Study • Chapter–I Introduction • Chapter–II Growth and Development of Banking Sector in India • Chapter– III Profile of Selected Banks in Karimnagar Distirct • Chapter–IV Customers’ Expectations of Banking Services • Chapter–V Customers’ Satisfaction of Service Quality • Chapter–VI Summary of Conclusions, Findings and Suggestions • Summary of Findings • Overall Findings • Findings-SBH Bank • Findings-TGB • Findings–HDFC Bank • A Comparison of SBH, TGB and HDFC Banks • Suggestions • Active Participation of Bank Employees • May I Help You Counter • Bank Timings • Well-designed Infrastructure and Products • Create Awareness about Services and Products offered by the Banks • Customer Friendly System • Sufficient Number of Employees • Facilities and Amenities in the Banks • Separate Counters • Illiterate Customers and Language Problem • Suggestions–TGB • Well-designed Infrastructure and Products • Illiterate Customers • ATMs • Create Awareness about Services and Products offered in the Banks • Customer Friendly System • Sufficient Number of Employees • Facilities and Amenities in the Banks • Separate Counters • Suggestions-HDFC Bank • Location Problem • No Proper Place for Waiting • The bank focuses mostly on high end (wealthy) customers • Account Opening Charges • No. of Bank Branches • High Transaction Costs • General Suggestions • Security at ATMs • Sanitary Facilities • Customized Service • Receiving Complaints • Grievance Handling • Conclusions • Utility of the Study • Limitations of the Study • Scope for Future Research.

Bibliography ................................................................................. 299

Annexure....................................................................................... 305

Index ............................................................................................. 315

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