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Customer Satisfaction

Customer Satisfaction

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Published by Pakassignment

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Published by: Pakassignment on Dec 18, 2010
Copyright:Attribution Non-commercial


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A Study on the “Customers Satisfaction of SBT ” with SpecialReference to SBT Karunagapally Branch
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A Study on the “Customers Satisfaction of SBT ” with SpecialReference to SBT Karunagapally Branch
Chapter I
The banking industry like many other financial serviceindustries is facing a rapidly changing market, new technologies,economic uncertainties, fierce competition and more demandingcustomers and the changing climate has presented an unprecedentedset of challenges. Banking is a customer oriented services industry,therefore, the customer is the focus and customer service is thedifferentiating factors.The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of theeconomy in the 90s and the government's decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The primemover for banks today is profit, with clear indications from thegovernment to 'perform or perish'. Banks have also started realizingthat business depends on client service and the satisfaction of thecustomer and this is compelling them to improve customer service and build up relationship with customers.With the current change in the functional orientation of banks,the purpose of banking is redefined. The main driver of this change ischanging customer needs and expectations. Customers in urban Indiano longer want to wait in long queues and spend hours in bankingtransactions. This change in customer attitude has gone hand in handwith the development of ATMs, phone and net banking along withavailability of service right at the customer's doorstep. With the
A Study on the “Customers Satisfaction of SBT ” with SpecialReference to SBT Karunagapally Branch
emergence of universal banking, banks aim to provide all banking product and service offering under one roof and their endeavor is to becustomer centric. With the emergence of economic reforms in worldin general and in India in particular, private banks have come up in a big way with prime emphasis on technical and customer focusedissues.
Chapter – II

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