mt final report

8/8/2019 MT Final Report

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A Thesis on

ANALYSIS OF GAP IN SERVICE QUALITY THROUGHSERVQUAL MODEL:AN EVALUATION OF SERVICESPROVIDED BY A PUBLIC BANK AND PRIVATE BANKANDHRABANK AND ICICI BANK AT RAJAHMUNDRY.


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TABLE OF CONTENTS

1. LIST OF TABLES and LIST OF ILLUSTRATIONS pg no 72. ABBREVIATION pg no 93. ABSTRACT pg no 10

4. INTRODUCTION pg no 11

4.1.OBJECTIVES AND LIMITATIONS pg no144.2. LIMITATIONS pg no 154.3. FINDINGS pg no16

5. INDUSTRY PROFILE pg no 186. COMPANY PROFILE pg no 207. REVIEW OF LITERATURE pg no 25

8. RESEARCH DESIGN pg no30

9. METHODOLOGY pg no 32

10.RESULTS AND ANALYSIS pg no34

11. SUGGESTION pg no48

12. APPENDICES pg no49

13.REFERENCES pg no51

14.GLOSSARY pg no 52

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(iii)

LIST OF TABLES & ILLUSTRATIONS

Table 1. Table showing preferences of the customers for banks. PG no 34

Andhra bank Icici bank Both

Table2.% of customers preference for both the banks. PG no 35

Table3.Table showing the response of the customers towards the services offered byAndhra bank. PG no 36

Table 4 .Table showing the response of the customers towards the services offered by

Icici bank PG no 37

Table 5.Total Customer Satisfaction PG no 38

Chart1. Chart showing the satisfaction level of customers satisfaction towards the

information provided by Andhra bank ,icici bank PG no 39

Chart 2.Chart showing the satisfaction level of customers satisfaction towards answeringqueries by Andhra bank and Icici bank PG no 40

Chart 3.Chart showing the satisfaction level of customers satisfaction towards the quickproblem solving by Icici bankand Andhra bank PG no 41

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Chart 4.Chart showing the satisfaction level of customers satisfaction towards the

intimation of offers by Icici bank and Andhra bank. PGno42


intimation of new products by Andhra bank and Icici bank. PG no43


product specification by Icici bank and Andhra bank. PG no44

Chart 7.Chart showing the satisfaction level of customers towards the payment

specification by Icici bank and Andhra bank PG no45

Chart 8.Chart showing the satisfaction level of customers satisfaction towards the delivery

of products by Icici bank and Andhra bank. PG no46


employee response by Icici bank Andhra bank PG no47

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Abbreviations

PSBs: The Public Sector Banks

NPAs: Non Performing assets

VRS: Voluntary Retirement Schemes

CBS: Core Banking Solution

MoU: Memorandum of Understanding (MoU)

ONR: Ordinary Non Resident Rupee Account

NYSE: New York Stock Exchange

ADRs American Depositary Receipts

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SUMMARY

The research is survey oriented and primary data is collected by interviewing bankmanagers of various branches of Andhra bank and ICICI bank and conducting survey tothe customers through questionnaire. The survey indicates the perception of customers

towards the banks using SERVQUAL model. The research also reveals the influencingfactors of the customers to go to that particular bank.

The research shows various aspects related to the success and failure factors of both thebanks. By thorough study of these aspects it was analyzed that the parameters evaluated by the consumers for visiting a particular outlet. It also analyzes the perception ofcustomers on that bank.

The research includes the factors like influencing factors, various parameters likeconvenience, credibility, ease of process etc., and also other factors which are related to

the success and failure of these banks.

The researcher used statistical quantitative techniques in designing the report.

Benefits to the organization

Research undertaken helps the organization to find its strengths and weakness. Byidentifying weakness the organization can implement preventive measures to make it asstrengths. This will be helpful as a basis for implementing future strategies.

Achievements

Researcher got the customers perception towards the particular bank and their influencingfactors in a particular outlet. By this we can know the success and failure factors of eachbank and becomes the basis for implementing strategies which are helpful for the future.

By knowing these factors the company can have a constant check for smooth running of

the operations.

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INTRODUCTION

In general, the concept of service quality is defined as a form of attitude representing along run overall evaluation. It is a critical prerequisite and determinant of competitivenessfor establishing and sustaining satisfying 25 relationships with customer. Previous studies

suggest that organizations must focus on the satisfaction of customers to gain long lastingcompetitive advantage. Various researches have developed alternative concepts forservice quality such as the European perspective[132-135] and the American perspective.The European perspective states that service quality shouldinclude three dimensions liketechnical quality, functional quality and corporate image. The American perspectiveproposes that service quality maybe evaluated on the functional quality dimensionsdescribed by five components viz., tangibles, reliability, responsiveness, assurance andempathyThe following definitions provided by different authors give a clear pictureof service quality.

Services are defined as:

service - work done by one person or group that benefits another; "budgetseparately for goods and services" service - an act of help or assistance; "he did them a service" service - the act of public worship following prescribed rules; "the Sundayservice" service - a company or agency that performs a public service; subject togovernment regulation service - employment in or work for another; "he retired after 30 years ofservice" military service: a force that is a branch of the armed forces service - Canadian writer (born in England) who wrote about life in theYukon Territory (1874-1958) service - avail: a means of serving; "of no avail"; "there's no help for it" service - tableware consisting of a complete set of articles (silver ordishware) for use at table service - servicing: the act of mating by male animals; "the bull was worthgood money in servicing fees" service - (law) the acts performed by an English feudal tenant for thebenefit of his lord which formed the consideration for the property granted tohim service - serve: (sports) a stroke that puts the ball in play; "his powerful

serves won the game" service - be used by; as of a utility; "The sewage plant served theneighboring communities"; "The garage served to shelter his horses"

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customer satisfaction is defined as:

Customer satisfaction, a business term, is a measure of how products and

services supplied by a company meet or surpass customer expectation. ... Customer satisfaction is an ambiguous and abstract concept and the actualmanifestation of the state of satisfaction will vary from person to person andproduct/service to product/service. ...

Customer Satisfaction may be measured directly by survey and expressedas a percentage, such as Percent of Customers Completely Satisfied.

Comparison of expectations versus perception of experience.

with a purchase depends on how well the product performance correspondswith the customers expectations.

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while targetingnon-customers. measuring customer satisfaction provides an indication of how successful

the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestationof the state of satisfaction will vary from person to person and product/service toproduct/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return andrecommend rate. The level of satisfaction can also vary depending on other options thecustomer may have and other products against which the customer can compare theorganization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recentlybeen developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998defined ten 'Quality Values' which influence satisfaction behavior, further expanded byBerry in 2002 and known as the ten domains of satisfaction. These ten domains ofsatisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,Environment, Inter-departmental Teamwork, Front line Service Behaviors, Commitmentto the Customer and Innovation. These factors are emphasized for continuousimprovement and organizational change measurement and are most often utilized to

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http://en.wikipedia.org/wiki/Satisfactionhttp://en.wikipedia.org/wiki/Satisfaction


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develop the architecture for satisfaction measurement as an integrated model. Work doneby Parasuraman, Zeithaml and Berry (Leonard L) [3]between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience ofperformance. This provides the measurer with a satisfaction "gap" which is objective and

quantitative in nature. Work done by Cronin and Taylor propose the"confirmation/disconfirmation" theory of combining the "gap" described by Parasuraman,Zeithaml and Berry as two different measures (perception and expectation of performance) into a single measurement of performance according to expectation.According to Garbrand, customer satisfaction equals perception of performance dividedby expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statementsusing a Likert Technique or scale. The customer is asked to evaluate each statement andin term of their perception and expectation of performance of the organization beingmeasured.

A bankis a financial institution licensed by a government. Its primary activities includeborrowing and lending money. Many other financial activities were allowed over time.For example banks are important players in financial markets and offer financial servicessuch as investment funds. In some countries such as Germany, banks have historicallyowned major stakes in industrial corporations while in other countries such as the UnitedStates banks are prohibited from owning non-financial companies. In Japan, banks areusually the nexus of a cross-share holding entity known as the zaibatsu. In France,bankassurance is prevalent, as most banks offer insurance services (and now real estateservices) to their clients.

The level ofgovernment regulation of the banking industry varies widely, with countriessuch as Iceland, the United Kingdom and the United States having relatively lightregulation of the banking sector, and countries such as China having relatively heavierregulation (including stricter regulations regarding the level ofreserves).

DESCRIPTION OF THE PROBLEM

Now a days every one prefers private banks instead of public bank. There are manypublic banks who also offering good services to their customer but still failed to attract thecustomer.

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http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Governmenthttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Zaibatsuhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Bancassurancehttp://en.wikipedia.org/wiki/Bancassurancehttp://en.wikipedia.org/wiki/Governmenthttp://en.wikipedia.org/wiki/Regulationhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Chinahttp://en.wikipedia.org/wiki/Reserve_requirementshttp://en.wikipedia.org/wiki/Customer_satisfaction#cite_note-2%23cite_note-2http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/Governmenthttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/Zaibatsuhttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Bancassurancehttp://en.wikipedia.org/wiki/Bancassurancehttp://en.wikipedia.org/wiki/Governmenthttp://en.wikipedia.org/wiki/Regulationhttp://en.wikipedia.org/wiki/Icelandhttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Chinahttp://en.wikipedia.org/wiki/Reserve_requirements


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OBJECTIVES OF STUDY

PRIMARY OBJECTIVE:

To find out customer perception towards different services provided by Andhra

bank and Icici bank and to know the gap where these banks failed to give

satisfactory services to the customers using SERVQUAL model.

SECONDARY OBJECTIVE:

To find out the strategies used by Andhra bank and Icici bank to satisfy the

customers and to retain the customers.

To know the factors that influences the customers for going to that particular bank.

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LIMITATIONS

1. Secondary data can be general and vague and may not really help in gettingthe complete picture.

2. The data collected through interaction may biased inputs by the person..

3. This project is limited to only one geographical location that is Rajahmundry

which may lead to less accuracy.

4. The research is limited to one particular geographic location that is

Rajahmundry city only hence the respondents may not accurately represent the

entire population

5. Time is one of the major constraints hence the data collected for the duration

of 16 weeks may not be replicable to the actual time period.

6. Unavailability of previous research studies by seniors.

7. The sample taken is small when compared to the total population and hence.

the results may not depict the true nature of the whole population.

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FINDINGS

Services provided by Icici bank is much customer oriented than that of Andhra bank,customer perception towards the services provided by Icici bank is much high incompare to Andhra bank.

the elite customers generally want uninterrupted internet banking. Since its inception IciciBank has adopted the latest technology keeping in view of the requirements ofcustomers in globalize environment. Of late Andhra Bank has switched over tointernet banking to retain its present clients, withstand the competition, and attract thecustomers from other banks. However it will be time taking in stabilization of thetechnology.

Customers want all his enquiries will be met with accurate information andunderstandable ways.Icici bank is very prompt to meet the requirements of thecustomers. But their style and functioning is not acceptable to a majority ofcustomers who want to be treated in native language with personal flavour.Thebrochures, pamphlets of Icici bank though colorful are not acceptable to majority ofcustomers as they are not in native language. In Andhra Bank. Though employees areless receptive to the customers enquires, their materials are more acceptable as theyare in local languages.

In Andhra Bank Branches no particular employee is designated as customer enquiryredressal officer. Due to that any enquiry at the counter is casually answered. In icicibank a specific employee is allotted specifically to answer all the queries and giveguidance. However due to lack of time and large number of customers the delivery ofservice is not adequate. It can be bettered by modification. Moreover Icici bank premises are having corporate look filling a greatness within the customers.However it proves a demerit as majority of customers nurture strange phobia thinkingthat it is meant for higher class customers. Andhra Bank is nationalized bank has itsown advantage than Icici Bank. With improvement in its latest e technology it cancompete with Icici Bank..

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It was found that 64% of the customers got Influenced by Icici bank Modern

technology

Only 36% of total customer influenced by Andhra bank.

It was found that services delivery process by Icici bank is 18% is very high,27% ishigh,21% is moderate and 4 % is low. While only 9% is very high in Andhra bankand 12% high,10% is average and 2 % is low.

It was found that Andhra bank and Icici bank offers a wide range of products and services

to its customers.

o Loans to NRIs against Term Deposits

o Remittance facility for transfer of funds to India.

o Western Union Money Transfer Through Andhra Bank

o Remittance facility for NRIs in Gulf for transfer of funds to India

o Speed Remittance facility for NRIs in Gulf

o Facilities to Traveling NRIs

o Currency Exchange

o Baggage ruleso Swift message MT 103 format for remittance of money from abroad

o Remittance to India by way of SWIFT-the fastest way- Details

o HOUSING LOANS TO NRIs

o Click here for AB LOCK BOX facility

o AB Speedway

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http://andhrabank.in/scripts/LoanstoNRI.aspxhttp://andhrabank.in/scripts/Remittancefacility.aspxhttp://andhrabank.in/scripts/WesternUnionMoneyTransferthroAB.aspxhttp://andhrabank.in/scripts/Remittancefacilitygulf.aspxhttp://andhrabank.in/scripts/SpeedRemittance.aspxhttp://andhrabank.in/scripts/FacilitiestoTravellingNRI.aspxhttp://andhrabank.in/scripts/CurrencyExchange.aspxhttp://andhrabank.in/scripts/BaggageRules.aspxhttp://andhrabank.in/scripts/MT103.aspxhttp://www.andhrabank.in/scripts/NOSTROAccount.aspxhttp://andhrabank.in/scripts/HoueLoansNRI.aspxhttp://andhrabank.in/scripts/ablockbox.aspxhttps://abspeedway.andhrabank.in/http://andhrabank.in/scripts/LoanstoNRI.aspxhttp://andhrabank.in/scripts/Remittancefacility.aspxhttp://andhrabank.in/scripts/WesternUnionMoneyTransferthroAB.aspxhttp://andhrabank.in/scripts/Remittancefacilitygulf.aspxhttp://andhrabank.in/scripts/SpeedRemittance.aspxhttp://andhrabank.in/scripts/FacilitiestoTravellingNRI.aspxhttp://andhrabank.in/scripts/CurrencyExchange.aspxhttp://andhrabank.in/scripts/BaggageRules.aspxhttp://andhrabank.in/scripts/MT103.aspxhttp://www.andhrabank.in/scripts/NOSTROAccount.aspxhttp://andhrabank.in/scripts/HoueLoansNRI.aspxhttp://andhrabank.in/scripts/ablockbox.aspxhttps://abspeedway.andhrabank.in/


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INDUSTRY PROFILE

Banks in India can be categorized into non-scheduled banks and scheduled banks.Scheduled banks constitute of commercial banks and co-operative banks. There are about67,000 branches of Scheduled banks spread across India. During the first phase of

financial reforms, there was a nationalization of 14 major banks in 1969. This crucial stepled to a shift from Class banking to Mass banking. Since then the growth of the bankingindustry in India has been a continuous process.

As far as the present scenario is concerned the banking industry is in a transition phase.The Public Sector Banks (PSBs), which are the foundation of the Indian Banking systemaccount for more than 78 per cent of total banking industry assets. Unfortunately they areburdened with excessive Non Performing assets (NPAs), massive manpower and lack ofmodern technology.

On the other hand the Private Sector Banks in India are witnessing immense progress.They are leaders in Internet banking, mobile banking, phone banking, ATMs. On theother hand the Public Sector Banks are still facing the problem of unhappy employees.There has been a decrease of 20 percent in the employee strength of the private sector inthe wake of the Voluntary Retirement Schemes (VRS). As far as foreign banks areconcerned they are likely to succeed in India.

Indus land Bank was the first private bank to be set up in India. IDBI, ING Vyasa Bank,SBI Commercial and International Bank Ltd, Dhanalakshmi Bank Ltd, Karur Vysya BankLtd, Bank of Rajasthan Ltd etc are some Private Sector Banks. Banks from the PublicSector include Punjab National bank, Vijaya Bank, UCO Bank, Oriental Bank, Allahabad

bank, and Andhra bank etc.ANZ Grind lays Bank, ABN-AMRO Bank, American Express Bank Ltd, Citibank etc aresome foreign banks operating in India

Allahabad Bank American Express Bank Ltd Andhra Bank ABN AMRO Bank Bank Muscat (S A O G)

Bank Of America Bank Of India Barclays Bank PLC Centurion Bank Ltd Citibank Corporation Bank Dhanlakshmi Bank Ltd Deutsche Bank India

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Export-Import Bank Of India Global Trust Bank Ltd Hongkong Shanghai Banking Corporation Ltd ICICI Bank Ltd IDBI Bank Ltd

IndusInd Bank Ltd Syndicate Bank India Industrial Development Bank Of India ING Vysya Bank Ltd JP Morgan Chase Bank Punjab National Bank Standard Chartered Bank State Bank Of India State Bank Of Indore Canara Bank India Reserve Bank Of India SBI Commercial and International Bank

Banks safeguard money and valuables and provide loans, credit, and payment services,such as checking accounts, money orders, and cashiers checks. Banks also may offerinvestment and insurance products, which they were once prohibited from selling. As avariety of models for cooperation and integration among finance industries have emerged,some of the traditional distinctions between banks, insurance companies, and securitiesfirms have diminished. In spite of these changes, banks continue to maintain and performtheir primary roleaccepting deposits and lending funds from these deposits.

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COMPANY PROFILE

Andhra bankAndhra Bank is an Indian bank based in Hyderabad. The bank was established in the year1923, and its founder was Dr. Bhogaraju Pattabhi Sitaramayya, a well known freedomfighter. The initial authorized capital of the bank was Rs. 10.00 lacs, while the paid upcapital was Rs10.00 lac while the paid up capital was1.00 lac at the time of its registrationFinancial Details:Total Business volume of the bank in the third quarter of the 2008-09 financial year stoodat Rs. 95, 822 Crores, while the Total Deposit volume during the same tenure was Rs.53,795.Crores.

As of 31st of December, 2008, Andhra Bank had a client base of more than 18.5 Millioncustomers with 2194 Business Delivery Channels. Till the same date, the bank had 1,410branches spread across 22 states and 2 Union Territories, out of which 1,067 brancheshave been enabled with Centralized Core Banking Solution (CBS). While the totalnumber of ATMs summed up to 685, the bank had a Per Employee Productivity of Rs6.92.Crore.

Products And SchemesApart from regular banking services and solutions, Andhra Bank has introduced someattractive services such as AB Premium Current Account and AB Privilege CorporateSalary Savings Bank Account with extra benefits to the customers. Also, the bank haslaunched AB Saral Housing Loan scheme featuring housing loans upto Rs. 20 Lacs.

Andhra Bank has also partnered with various financial institutions like Kotak Mahindra,Reliance, Birla Sun Life Mutual Fund and Fidelity Mutual Fund, assisting them in sales oftheir Mutual Fund products. The bank has also signed a Memorandum of Understanding(MoU) with Maruti Suzuki Ltd. for financing 4 wheeler vehicles.

Pioneering effortsAndhra Bank is the first bank in India to have launched mobile biometric ATMs. TheseATMs stop at predestinated sites, and instead of entering the personal identificationnumber (PIN), the customers have to match their finger prints with their recorded fingerprints in the bank database. This has enabled even the illiterate or uneducated customersof the bank to enjoy the ATM facility being offered by the bank.

Social ActivitiesAs an initiative to empower the society, the bank has established 10 Rural TrainingInstitutes, which have provided training to 76,300 candidates for getting successfully selfemployed. The institutes offer free training, lodging, boarding facilities coupled with toand fro travel expenditure to the candidates undergoing the training programmes.

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Head OfficeAndhra.Bank, 5-9-11,Saifabad,Hyderabad city ,Andhrapradesh500047l.

Deposit Schemes

o FCNR(B)

o Non Resident External(Rupee) Account

o Ordinary Non Resident Rupee Account(ONR)

o RFC Account

Services Provided by Andhra Bank

o Loans to NRIs against Term Deposits

o Remittance facility for transfer of funds to India.

o Western Union Money Transfer Through Andhra Bank

o Remittance facility for NRIs in Gulf for transfer of funds to India

o Speed Remittance facility for NRIs in Gulf

o Facilities to Travelling NRIs

o Currency Exchange

o Baggage rules

o Swift message MT 103 format for remittance of money from abroad

o Remittance to India by way of SWIFT-the fastest way- Details

o HOUSING LOANS TO NRIs

o Click here for AB LOCK BOX facility

o AB Speedway

TECHNOLOGY INITIATIVES:

All branches of the bank are operating under CBS. Internet Banking with customer transaction facility was launched Facility of SMS alerts is received well by the market and 4.61 lakh

customers got registered. Instant issuing of non personalized debit cards and transaction PIN is

introduced. Besides banks own ATMs, our debit cards are made acceptable

in 38,000 ATMs.

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http://andhrabank.in/scripts/FCNR.aspxhttp://andhrabank.in/scripts/NonResidentExternalAccount.aspxhttp://andhrabank.in/scripts/ONR.aspxhttp://andhrabank.in/scripts/RFCAccount.aspxhttp://andhrabank.in/scripts/LoanstoNRI.aspxhttp://andhrabank.in/scripts/Remittancefacility.aspxhttp://andhrabank.in/scripts/WesternUnionMoneyTransferthroAB.aspxhttp://andhrabank.in/scripts/Remittancefacilitygulf.aspxhttp://andhrabank.in/scripts/SpeedRemittance.aspxhttp://andhrabank.in/scripts/FacilitiestoTravellingNRI.aspxhttp://andhrabank.in/scripts/CurrencyExchange.aspxhttp://andhrabank.in/scripts/BaggageRules.aspxhttp://andhrabank.in/scripts/MT103.aspxhttp://www.andhrabank.in/scripts/NOSTROAccount.aspxhttp://andhrabank.in/scripts/HoueLoansNRI.aspxhttp://andhrabank.in/scripts/ablockbox.aspxhttps://abspeedway.andhrabank.in/http://andhrabank.in/scripts/FCNR.aspxhttp://andhrabank.in/scripts/NonResidentExternalAccount.aspxhttp://andhrabank.in/scripts/ONR.aspxhttp://andhrabank.in/scripts/RFCAccount.aspxhttp://andhrabank.in/scripts/LoanstoNRI.aspxhttp://andhrabank.in/scripts/Remittancefacility.aspxhttp://andhrabank.in/scripts/WesternUnionMoneyTransferthroAB.aspxhttp://andhrabank.in/scripts/Remittancefacilitygulf.aspxhttp://andhrabank.in/scripts/SpeedRemittance.aspxhttp://andhrabank.in/scripts/FacilitiestoTravellingNRI.aspxhttp://andhrabank.in/scripts/CurrencyExchange.aspxhttp://andhrabank.in/scripts/BaggageRules.aspxhttp://andhrabank.in/scripts/MT103.aspxhttp://www.andhrabank.in/scripts/NOSTROAccount.aspxhttp://andhrabank.in/scripts/HoueLoansNRI.aspxhttp://andhrabank.in/scripts/ablockbox.aspxhttps://abspeedway.andhrabank.in/


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Debit Card base has increased to 40.78 lakhs. A web based inward remittance product AB Speedway

is launched in association with Citi Bank for speedy, costeffective and online transfer of funds from USA.

Bank has launched the E-Trade facility to provide seamless on-line and

easy trading as well as delivery based and intra day trading. It also allows aunique facility of Lien marketing of funds.

ICICI BANK

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ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian financialinstitution, in 1994. Four years later, when the company offered ICICI Bank's shares tothe public, ICICI's shareholding was reduced to 46%. In the year 2000, ICICI Bank

offered made an equity offering in the form of ADRs on the New York Stock Exchange(NYSE), thereby becoming the first Indian company and the first bank or financialinstitution from non-Japan Asia to be listed on the NYSE. In the next year, it acquired theBank of Madura Limited in an all-stock amalgamation. Later in the year and the nextfiscal year, the bank made secondary market sales to institutional investors.

With a change in the corporate structure and the budding competition in the IndianBanking industry, the management of both ICICI and ICICI Bank were of the opinion thata merger between the two entities would prove to be an essential step. It was in 2001 that

the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of ICICIand two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial ServicesLimited and ICICI Capital Services Limited, with ICICI Bank. In the following year, themerger was approved by its shareholders, the High Court of Gujarat at Ahmedabad aswell as the High Court of Judicature at Mumbai and the Reserve Bank of India.

Present scenario

ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the

National Stock Exchange of India Limited. Overseas, its American Depositary Receipts(ADRs) are listed on the New York Stock Exchange (NYSE). As of December 31, 2008,ICICI is India's second-largest bank, boasting an asset value of Rs. 3,744.10 billion andprofit after tax Rs. 30.14 billion, that ended on December

Branches and ATMS: ---ICICI Bank has a wide network both in Indian and abroad. InIndia alone, the bank has 1,420 branches and about 4,644 ATMs. Talking about foreigncountries, ICICI Bank has made its presence felt in 18 countries - United States,Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centreand representative offices in United Arab Emirates, China, South Africa, Bangladesh,

Thailand, Malaysia and Indonesia. The Bank proudly holds its subsidiaries in the UnitedKingdom, Russia and Canada

Products & Services of ICICI bank

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Custodial Services Personal Banking

Deposits

Loans

Cards

Investments

Insurance

Demat Services

Wealth ManagementNRI Banking

Money Transfer

Bank Accounts

Investments

Property Solutions

Insurance

Loans

Business Banking

Corporate Net Banking

Cash Management

Trade Services

FXOnline

SME Services

Online Taxes

Literature Review

20


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As far as measurement of service quality is concerned, different instruments have beenproposed for measuring service quality in a convenient manner. However, SERVQUALand SERVPERF, two important service quality measuring instruments are widely usedin the literature as well as industries because of their generalization capability. But, thedimensions and items of these instruments are being modified time-to-time depending on

purpose and applicability in a particular service setting.The conceptual framework for understanding the inter-linkages among service quality andvarious components of the company-customer perspective has been proposed byParasuraman. Jensen and Markland describe how different services have differentemphases in the elements making up quality using the instrument SERVQUALThat evaluation of service quality requires a robust instrument for measurement afterthorough understanding of customer needs. The evaluation procedure not only facilitatessystem design and implementation of quality planning activities but also providesguidelines to improve upon in certain quality dimensions so that expectations of thecustomers can be fulfilled.SERVQUAL is the most extensively used service quality measurement instrumentbecause of easiness to use, possession of simple structure and capability of generalization.Since quality of service largely depends on the human behavior, the quality dimensions ofa measuring instrument vary with service settings. For example, empathy andresponsiveness are significant in health-care sector whereas reliability is important intransportationThe Indian banking system today has been transformed into a technology intensive andcustomer friendly model with a focus on convenience. The increased volume of activitythat banks go through on a daily basis demands the attention of quality control andimprovement procedures. Although automation has helped banks perform their functionsin a quick and timely manner, the risk of errors has also increased. Customers expect anerror free performance. Human factors and behavioral characteristics such as courtesy,contact andCommunication is quite important as they have a major impact on customer satisfaction.Timeliness characteristics such as the waiting time and transaction processing time arealso of concern. Perfect accuracy is expected as far as service non-conformitycharacteristics (such as errors in transactions) are concerned

The Need for Research:

SERVQUAL (and its modified versions), a multiple-item survey instrument, thatsupports qualitative analysis with quantitative information are still popular among

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researchers as far as assessment of service quality is concerned and have beensuccessfully applied to different service sectorsThe instrument uses five core criteria (dimensions) consisting of twenty-two pairs ofcomponents evaluated in a seven point Likert-type scale under which customers decide inevaluating the service quality. SERVQUAL-based gap model (popularly known as

Perception minus Expectation or P-E gap model) has been effectively used for assessingquality practices for providing guidelines for improvements

Service Quality Approaches Technical and Functional Quality Model

To compete successfully, a firm must have an understanding of consumer perception ofthe quality and the way service quality is influenced. Managing perceived service qualitymeans that the firm has to match the expected service and perceived service to each otherso that consumer satisfaction is achieved. It has been identified that three components ofservice quality viz., technical quality, functional quality, and corporate image areadequate to define service quality. The arrows in the diagram indicate the interaction ofdifferent components of the service quality model.

1. Technical quality is the quality of what consumer actually receives as a result of his/herinteraction with the service firm and is important to him/her and to his/her evaluation ofthe quality of service.2. Functional quality is how he/she gets the technical outcome. This is important to himand to his/her views of service he/she has received.3. Image is very important to service firms and this can be expected to build up mainly bytechnical and functional quality of service including the other factors (tradition, ideology,word of mouth, pricing and public relations).

Gap Model

Parasuraman et al. proposed that service quality is a function of thedifferences between expectation and performance along the quality dimensions[45]. They developed a service quality model based on gap analysis (Figure 2.5).The arrows in the diagram indicate direction of influence of a component of themodel on another component. The various gaps visualized in the model are:Gap1: Difference between consumers expectation and managements perceptions ofthose expectations, i.e. not knowing what consumers expect.Gap2: Difference between managements perceptions of consumers expectations andservice quality specifications, i.e. improper servicequality standardsGap3: Difference between service quality specifications and service actually deliveredi.e. the service performance gap.Gap4: Difference between service delivery and the communications to consumers aboutservice delivery, i.e. whether promises match delivery?

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Gap5: Difference between consumers expectation and perceived service. This gapdepends on size and direction of the four gaps associated with the delivery of servicequality on the marketers side.The service quality is a function of perception and expectations and canbe modeled as

This exploratory research was refined with their subsequent scale named SERVQUALfor measuring customers perceptions of service quality . At this point, the original tendimensions of service quality collapsed into five dimensions such as reliability,responsiveness, tangibles, assurance (communication, competence, credibility, courtesy,and security) and empathy that capture access and understanding/knowing the customers.Later, SERVQUAL was revised in 1991 and 1994 by reducing the total number of itemsto twenty-one, but five dimensional structure remains as such.

A Critique on Service Quality Measurement and Evaluation

SERVQUAL is a widely used instrument to measure customer evaluations of servicequality. Despite a leading instrument in measuring service quality,a number of studieshave raised concern about it. These criticisms relates to conceptual, methodological andanalytical issues in SERVQUAL. The primary issue raised in the literature is theconceptualization of service quality as the difference between perception and expectation.Cronin and Taylor, reiterate their views against the disconfirmation based SERVQUALscale of measuring service quality and continued to be proponents of their perception-onlyapproach to service quality measurement. Further, the use of the perception andexpectation gap measure of service also raises related analytical concerns about its lowreliability, poor discriminant validity and spurious correlations Parasuraman et al. indicatethat on the issue of discriminant validity, SERVQUAL performs just as well as theperception-only model SERVPERF on various validity criteriaThey also highlighted the fact that the inter-factor correlations in SERVQUAL havealways been recognized as being present In fact, they identify that the nature and causesof theseinterrelationship between factors representing the service quality dimensions are a usefularea for further research. The diagnostic value of different approaches to measure servicequality is also in dispute. Parasuraman et al. show that service quality measurement thatinclude customer expectations provide more information to managers than those thatfocus on perceptions only

Integrating SERVQUAL and Kanos model into QFD for service excellencedevelopment

Kay C. Tan, Theresia A. Pawitra

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With increasing market competition, it is not sufficient for organizations to rely solely oncontinuous improvement in order to maintain and develop their competitive edge. There isa need to begin a strategic move towards innovation. This paper proposes an integratedapproach involving SERVQUAL, Kanos model, and quality function deployment. Theapproach aims to help organizations to evaluate customer satisfaction, to guide

improvement efforts in strengthening their weak attributes, and to expedite thedevelopment of innovative services through the identification of attractive attributes andembedding them into future services. A case study is presented to evaluate the image ofSingapore from the Indonesian tourists perspective. Several strong and weak attributes ofSingapore tourism were identified and analyzed. Strategies to improve the weak attributeswere identified.

An empirical assessment of the SERVQUAL scale

Emin Babakus and Gregory W. Boller

The definition and measurement of service quality as a 5-dimensional construct, as inSERVQUAL, appears to suffer from a number of methodological shortcomings. A reviewof the potential problems and the findings from an empirical study are presented in thisarticle. The findings suggest that the dimensionality of service quality may depend on thetype of services under study. The use of mixed-item wording and the currentoperationalization of service quality on the basis of gap scores appear in the process ofusing SERVQUAL, the results of this study suggest to exercise caution. Suggestions areprovided with implications for theory development and measurement in the servicemarketing area.

SERVICE QUALITY PERCEPTION AND SATISFACTION:

A STUDY OVER SUB-URBAN PUBLIC HOSPITALS INBANGLADESH

Md. Shahriar Akter Mohammad Upal Umme Hani

SERVQUAL

SERVQUAL is a multiple item scale used to measure expectations and perceptions ofservice quality (Parasuraman, Zeithaml and Berry, 1985; 1988) and is the seminal work inboth the conceptualization andoperationalization of service quality. This 22-item scale was primarily used in service andretailing organizations. The goal of the research was to quantify the latent construct,service quality, so that firmscould identify areas, which needed improvement. Organizations can then use thisinformation to make changes that will better meet customers needs.

Applications of SERVQUAL

Parasuraman, Zeithaml and Berrys (1985; 1988) SERVQUAL instrument has receivedwidespread acknowledgement as a breakthrough in service quality assessment and isconsidered an established tool for measuring service quality. As such, SERVQUAL has

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been adapted to many industries, such as banking, healthcare, finance, etc. However,many studies have found that the instrument must be somewhat modified before it can beused by different firms in different industries. Babakus and Boller (1992), for example,arguethat the 5-dimension factor structure of SERVQUAL is unstable across various sectors of

the economy. In fact, they found that as few as 2 dimensions emerge, while Carman(1990) concluded that as many as 8 dimensions exist. With these discrepancies acrossindustries, several researchers have tailored the SERVQUAL instrument to meet theirspecific companys and/or industrys situation, such as healthcare (Brown and Swartz,1989; Nelson, et.al., 1992; Reidenbach and Sandifer-Smallwood, 1990; Vandamme andLeunis, 1993), banking(Blanchard and Galloway, 1994; Howcroft, 1993) and local government (Scott and Shieff,1993).

The healthcare industry is a good example. Brown and Swartz, found that gap analysis(measuring P-E) was an appropriate method for measuring service performance andverified the usefulness of gap analysis in measuring service quality. It was found that theSERVQUAL instrument needs to be changed, as it is adapted from one service industry toanother. It is clear that at a minimum, the original SERVQUAL instrument must besomewhat re-worded to apply to physicians, emergency room care, etc. (Vandamme andLeunis, 1993). More importantly, with healthcare, the patient experiences multipleservices per visit by nurses, doctors, administrators, etc. (Reidenbach and Sandifer-Smallwood, 1990). Hence, the patient must differentiate one provider from another

Blanchard and Galloway (1994) and Howcroft (1993) also adapted the SERVQUALinstrument to fit their specific needs in the banking industry. The reason these researchersaltered SERVQUAL is becausethey felt that the banking industry (in the U.K.) was sufficiently different from theindustries examined by Parasuraman, Zeithaml and Berry (1988). U.K. banks facedgrowing competition after they were deregulated. These changes caused banks to becomemore homogenous in the consumers eyes. Hence, U.K. banks sought differentiation viaservice quality improvements.

Other variations/extensions/alternatives to SERVQUAL include Beach and Burns (1995)Quality Improvement Strategy (QIS kiss model), Bolton and Drews (1991) multi-stagemodel of customers assessments and Haywood-Farmers (1988) conceptual model ofservice quality. Scott and Shieff (1993) examined service quality components in localgovernment. Johnston (1995) and Liljander and Strandvik (1993) discuss the concept of azone of tolerance. This zone represents a range of disconfirmation, within which acustomer will still be willing to remain a customer

RESEARCH DESIGN

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Research is a process of finding a solution to a problem or a question through the use of

scientific tools and techniques. Marketing research is a methodical and purposeful study

conducted to obtain solutions for specific marketing problems. As marketing research is a

systematic and formalized process, it follows a certain sequence of research actions. The

marketing research process has the following steps.

Formulating the problem

Developing Objectives of the research

Designing an effective research plan

Data collection techniques

Evaluating the data and preparing a research report.

APPLYING THE RESEARCH DESIGN PROCESS TO THE THESIS

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Identifying the services provided by private banks and government banks

Identify the services gap

Preparation of Synopsis report

a) Formal questionnaire to interview managers of

banks and observation technique

b) Through literature review

Collection of Phase-1: Data and evaluating the data

Presentation of Interim Thesis

Data collection Phase -2

Data Analysis

Formulation of Findings & Making valid recommendation

Preparation & Presentation of Final report

Methodology

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The objective of the study can be accomplished by interviewing the bank

personnel and the manager in the banks. The research design, data collection, analysis and

reporting of data and findings & suggestions are relevant for the undergoing research

process. The marketing research process that is adopted in the study will consist of the

following stages

Identifying problem:

The objective of conducting interviews is to know the customer perception

towards these banks and to find out services quality gap. using SERVQUAL model. To

compare the different services of private and public bank.

Developing the research plan:

Once the need recognition is completed, the next step is to prepare a design for

getting the information needed for the research. The present study consists of exploratory

study which is helpful for making further process wherein there is need to gather large

amount of information before making a conclusion.

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Data Collection: The data collected for the research work is divided into two

parts

Secondary data: It is gathered through the web sites of the retail outlets. Theinformation regarding the company and its operations are known efficiently withthis type of data.

Primary Data: It is to be gathered through personal interview. Several customers,sales personnel and managers are required to be interviewed for this purpose.

Sample Technique Simple random Sampling technique

Simple Random sampling is the purest form of probability sampling. Each

member of the population has an equal chance of being selected. Due to large

population, it is difficult to identify every member of the population, so the group

of available subjects becomes biased. In statistics, a simple random sample is a

subset of individuals chosen from a larger set of population. Each individual is

chosen randomly and entirely by chance, such that each individual has the same

probability of being chosen at any stage during the sampling process, and each

subset ofkindividuals has the same probability of being chosen for the sample as

any other subset ofk .Sample size 100, Analysis of data (Mathematical Tools):

Data will be analyzed by using various mathematical tools like bar charts and pie

charts.

RESULTS & ANALYSIS

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Table 1. Table showing preferences of the customers for banks.

Andhra bank Icici bank Both

PARTICULARS PERCENTAGE NUMBER

Andhra bank 36% 36

Both 46% 46

Icici bank 18% 18

0%

10%

20%

30%

40%

50%

PERCENTAGE

andhra b

both

icici bank

INFERENCE:

From the above table it is inferred that 36% of the customers prefer Andhra

bank alone for their services followed by Icici bank with 46% of the customers

preference. It is found that 18% of the total customers prefer both Andhra bank and

icici bank for their services.

Table2.% of customers preference for both the banks.

PARTICULARS PERCENTAGE NUMBER

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Icici bank 64% 64

Andhra bank 36% 36

0%

10%

20%

30%

40%

50%

60%

70%

PERCENTAGE

icici bank

andhra ba

INFERENCE:

Overall if we segregate and see it is found that 64% of the total customers prefer

Icici bank services and 36 % of the total customers prefer Andhra bank services.

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Table3.Table showing the response of the customers towards the services offered by

Andhra bank.

PARTICULARS PERCENTAGE

Highly Satisfied 45%

Satisfied 20%

Moderate 15%

Dissatisfied 16%

Highly Dissatisfied 4%

0%

10%

20%

30%

40%

50%

PERCENTAGE

Highly Satsfied

Satisfied

Average

Dissatsfied

Highly Dissatsfi

INFERENCE:

From the above table it is inferred that 45% of the customers are highly

satisfied with the services offered by Andhra bank services and 20% of thecustomers are satisfied and 15% of the customers are moderate. It is found that 16%

of the total customers are dissatisfied and 4% of the customers are highly

dissatisfied with the services offered by Andhra bank.

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Table 4 .Table showing the response of the customers towards the services offered by

Icici bank

PARTICULARS PERCENTAGE

Highly Satisfied 62%

Satisfied 24%

Moderate 10%

Dissatisfied 4%

Highly Dissatisfied

0%

10%

20%

30%40%

50%

60%

70%

PERCENTAGE

Highly Satsfie

Satisfied

Average

Dissatsfied

Highly Dissat

INFERENCE:

From the above table it is inferred that 62% of the customers are Highly

satisfied with the services offered by Icici bank and 24% of the customers are

satisfied and 10% of the customers are moderate. It is found that 4% of the total

customers are dissatisfied with the services offered by Icici bank

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Table 5.Total Customer Satisfaction

Icici bank( CUSTOMERS 64) Andhra bank ( CUSTOMERS 36)

Particulars VeryGood

Good

Average

Low

VeryLow

VeryGood

Good Average Low

verylow

1.

InformationProviding

26 27 9 2 0 10 15 5 3 3

2.

Answeringqueries

21 30 11 2 0 6 11 4 7 8

3.

Quick ProblemSolving

23 25 13 3 0 6 7 6 8 9

4.

Offers Intimation 29 30 5 0 0 5 9 9 7 6

5.

New ProductsInformation

14 31 19 0 0 8 7 7 6 8

6. Productspecifications 15 30 15 4 0 11 12 5 5 3

7.

PaymentSpecifications

27 21 13 3 0 13 14 4 3 2

8.

Delivery Process 18 21 21 4 0 9 12 10 2 2

9

.

Employee

response

18 27 17 2 0 11 12 6 5 2

10.

Employeeknowledge onservices

21 27 12 4 0 7 13 8 6 2

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11.

TimeMaintenance

26 23 15 0 0 8 10 7 6 5

1

2.

Overall

CustomerService

21 27 13 3 0 14 11 5 5 1

Chart1. Chart showing the satisfaction level of customers satisfaction towards the

information provided by Andhra bank ,icici bank

0

5

10

15

20

25

30

very good good average low very low

icici bank

andhra ba

INFERENCE:

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From the above table it is inferred that 26% of the customers felt that the

information provided by Icici bank is very good and 10% towards Andhra bank, 27% of

the customers felt its good with Icici bank and 15% with Andhra bank, 9% of the

customers felt that its average with Icici bank and 5% with Andhra bank, 2% felt low with

Icici bank and 3% with Andhra bank, 0% of Icici bank customers felt very low and 3% of

Andhra bank customer felt very low .

Chart 2.Chart showing the satisfaction level of customers satisfaction towards answeringqueries by Andhra bank and Icici bank

0

5

10

15

20

25

30

35


icici bank

andhra ba

INFERENCE:


answering for queries in Icici bank is very good and 6% towards Andhra bank, 30% of the

customers felt its good in Icici bank and 11% with Andhra bank, 11% of the customersfelt that its average in Icici bank and 4% with Andhra bank, 2% felt low in Icici bank and

7% with Andhra bank, 0% of the customers felt that its very low Icici bank and 8% with

Andhra bank.

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Chart 3.Chart showing the satisfaction level of customers satisfaction towards the quickproblem solving by Icici bankand Andhra bank

0

5

10

15

20

25

30


icici bank

andhra ba

INFERENCE:

From the above table it is inferred that 23% of the customers felt that the quick

problem solving in Icici bank is very good and 6% towards Andhra bank , 25% of the

customers felt its good in Icici bank and 7% with Andhra bank , 13% of the customers felt

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that its average in Icici bank and 6% with Andhra bank, 3% felt low in Icici bank and 8%

in Andhra bank, 7% of the customers felt that its very low in Andhra bank.


intimation of offers by Icici bank and Andhra bank.

0

5

10

15

20

25

30

35


icici bank

andhra ba

INFERENCE:


intimation of offers in Icici bank is very good and 5% towards Andhra bank, 30% of the

customers felt its good in icici bank and 9% with Andhra bank,5% of the customers felt

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that its average in Icici bank and 9% with Andhra bank, 7% felt low in Andhra bank, 9%

of the customers felt that its very low in Andhra bank.


intimation of new products by Andhra bank and Icici bank.

0

5

10

15

20

25

30

35


icici ban

andhra

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INFERENCE:


intimation of new products provided by Icici bank is very good. and 8% towards Andhra

bank, 31% of the customers felt its good in Icici bank and 7% with Andhra bank, 19% ofthe customers felt that its average in Icici bank and 7% with Andhra bank, 6% felt low in

Andhra bank and 8% is very low in Andhra bank,


product specification by Icici bank and Andhra bank.

40

0

5

1 0

1 5

2 0

2 5

3 0

3 5

ic ic i b a n k a n d h ra b a n k

very

g o o d

avera

lo w

ve ry l


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INFERENCE:

From the above table it is inferred that 15%f the customers felt that the product

specification services provided by Icici bank is very good,25%the customers felt its good

and 13% felt that its average 3% felt that its low and 6% in Andhra bank customer felt

that its very good, 7% felt that its good ,6% felt that its average and 8% felt that its low

and 7% of customers felt that its very low.

Chart 7.Chart showing the satisfaction level of customers towards the paymentspecification by Icici bank and Andhra bank.

0

5

10

15

20

25

30


icici bank

andhra ban

INFERENCE:

From the above table it is inferred that 27% of the customers felt that the payment

specification in icici bank it is very good and 13% towards Andhra bank, 21% of the

customers felt its good in icici bank and 14% with Andhra bank, 13% of the customers

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felt that its average in icici bank and 4% with Andhra bank, 2% of the customers felt that

its very low in Andhra bank.3% of customers of both the banks felt that it is low.

Chart 8.Chart showing the satisfaction level of customers satisfaction towards the delivery

of products by Icici bank and Andhra bank.

0

5

10

15

20

25

icici bank

andhra ba

INFERENCE:

From the above table it is inferred that 18% of the customers felt that the delivery

of products in icici bank is very good and 9% towards Andhra bank, 21% of the


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felt that its average in Icici bank and 10% with Andhra bank, 4% of the customers felt that

its low in Icici bank and 2% in Andhra bank.


employee response by Icici bank Andhra bank

0

5

10

15

20

25

30

ic ic i ba

andhra

INFERENCE:

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employee response in icici bank is very high and 11% towards Andhra bank, 27% of the


felt that its average in Icici bank and 6% with Andhra bank, 2% of the customers felt that

its low in icici bank and 5% with Andhra bank, 2% felt that its very low in Andhra bank.

SUGGESTION

The management of both Andhra bank and Icici bank should identify the

segment of people who are not satisfied with the utility of their services

offered by them and make them aware of what the benefits they can be gained

by their services.

The management of both Andhra bank and icici bank should follow the customizationlevel of customer service rather than standard level of customer service in order tomake the customers perceive and exhibit the maximum satisfaction level.

Both the banks should focus mainly on services offered in order to retain and increase thein-flow of customers

Toll free phone number should be there to cater the customers round the clock.

The customers are intending to deliver products to their door steps.

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APPENDICIES

QUESTIONNAIRE

Please assign a number from 1 to 7 in the appropriate box.

1 Strongly disagree 2 Partially disagree 3 Somewhat disagree

4 No opinion

5 Somewhat agree 6 Partially agree 7 Strongly agree

1. The services of the bank are functioning properly ( )

2. The banks site is running properly all the times ( )

3. Links are problem free, accurate and the pages download quickly ( )

4. Information that is provided by the employees is accurate _ ( )

5. Information content and texts offered by the employees is easy to understand ( )

6. The banks site has unrestricted access to all financial information ( )

7. The bank provides the updated technology regularly for customer ( )

8. The bank is easy to approach and easy contact ( )

9. The web pages dont freeze after you have put in all you information ( )

10. The banks site provide information about the transactions and products ( )

11. The vouchers,pamplets,forms are available in the language you can understand ( )

12. The bank authority care to listen to your queries and meet your personal needs ( )

13. Personalization of banks site for customers personal requirement ( )

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14. The bank authority care to listen to your queries and meet your personal needs ( )

15. You can rely on the personal information remaining in the register ( )

16. You can rely on bank for not misusing your information ( )

17. The bank is secured for your credit card information ( )

18. The bank shows care in how it collects your personal information ( )

19. The bank provides financial security and confidentiality ( )

20. The speed of login of your account is fast ( )

21. Easy to find all information from the banks customers and from the website ( )

22. The banks site is easy to navigate and simple to use ( )

23. It is easy to find policy and notice statement on the bank ( )

24. The speed of logout of your account is fast ( )

25. The bank is willing to help customers, provide appropriate information and

prompt service ( )

26. You are able to talk to a customer service representative in the bank over

Telephone ( )

27. Knowledge and skill of the contact personnel ( )

28. Availability of online customer service representatives ( )

29. The bank takes care of problems properly and compensate for the problems

they create ( )

30. The banks site provides a confirmation of the service ordered quickly ( )

31. The banks site performs the service right at the first time ( )

32. The banks site does not confuse you in what you want to do. ( )

(a) Are you satisfied with the services that you are getting

from your bank?_ ( )

(b) Would you like to add/suggest more quality criteria that will help to satisfy your

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need when you use banking service?

REFERENCES:

Parasuraman, A., Zeithaml, V. A. and Berry, L.L. (1988), SERVQUAL: AMultiple-item Scale for Measuring Customer Perceptions of Service

Quality, Journal of Retailing,

Cui, C.C., Lewis, B.R. and Park, W. (2003), Service Quality in theBanking Sector in South Korea, International Journal of Bank Marketing,

Joseph, M., McClure, C. and Joseph, B. (1999), Service Quality inBanking Sector: The Impact of Technology on Service Delivery,

International Journal of Bank Marketing,

Asubonteng, P., Mccleary, K.J. and Swan, J.E. (1996),SERVQUALRevisited: A Critical Review of Service Quality, Journal of Service

Marketing,

Baba kus,E and Boller,G.W(1992) An imperical assessment of SERVQUAL scale.

Brown,s.and Swartz,T.A(1998) A gap analysis of professional service qualityjournal of marketing.

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Carman,J.M(1990) consumer perceptions of services quality: an assessment ofthe SERVQUAL dimensions

GLOSSARY

Corporate net banking:provided by banks to its corporate client.

FX online:foreign exchange online for foreign customer to transfer amount from foreigncenter to local center.

Custodial services:Bank offer services to its customers for keeping their valuable in itscustody for a nominal charge.

Demat account:A digital account where shares kept in digital form.

Wealth management: bank manages customers wealth as for the necessity of thecustomers

NRI Banking: it means non-residential Indian banking. Bank facilitates for NRIcustomers

mt final report

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