Study about Customer Oriented Empirical Evidence from State Bank of India
Abstract: In the modern customer centric competitive arena, satisfaction and quality prove to be key factors reciprocally interrelated in a causal, cyclical relationship. The higher the service quality, the more satisfied are the customers. With the current change in the functional orientation of banks, the main driver of banks success and survival is fulfilling customer needs and expectations. Thus, customer satisfaction is quite a complex issue. The paper is an attempt to examine empirically services rendered by State Bank of India in Garo Hills of Meghalaya. A sample of 100 customers was selected for the purpose of the study.
Introduction: The banking industry is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate which lead to an unprecedented set of challenges. The banking is a customer oriented service industry. There has been a radical shift in the market power from banks to their customers. The effectiveness and efficiency became the buzzword of the success of banking operation and proper functioning particularly in respect of providing services to the customers. Service is an invisible thing which is indispensable from the person who extends it. An efficient or effective service is one which is extended appropriately by identifying and understanding the needs of the individual customer from time to time. Keep reading…
