Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction
The focus of this paper is to study the customer satisfaction based on influence of employee’s perception about banking technology used for retail banking of Public Sector Banks (PSBs) of India. The study was based on primary data collected through structured questionnaire by random sampling. The re...
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| Format: | Article |
| Language: | English |
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Dunarea de Jos University of Galati
2019-08-01
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| Series: | Annals of Dunarea de Jos University. Fascicle I : Economics and Applied Informatics |
| Online Access: | http://www.eia.feaa.ugal.ro/images/eia/2019_2/Neha_Gupta.pdf |
| _version_ | 1811322974628741120 |
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| author | Neha GUPTA |
| author_facet | Neha GUPTA |
| author_sort | Neha GUPTA |
| collection | DOAJ |
| description | The focus of this paper is to study the customer satisfaction based on influence of employee’s perception about banking technology used for retail banking of Public Sector Banks (PSBs) of India. The study was based on primary data collected through structured questionnaire by random sampling. The result suggests that there is need to provide continuous training to employees on effective, secure and safe use of banking technology for increasing employees’ overall productivity and building customer loyalty. Identification of these factors may help in better cross-selling and up-selling opportunities for retail banking products and services. This study may enable managers to take better marketing initiatives for existing and prospective retail banking customers. |
| first_indexed | 2024-04-13T13:45:51Z |
| format | Article |
| id | doaj.art-9bb5861e9e914d158690fe47fbfab65f |
| institution | Directory Open Access Journal |
| issn | 1584-0409 1584-0409 |
| language | English |
| last_indexed | 2024-04-13T13:45:51Z |
| publishDate | 2019-08-01 |
| publisher | Dunarea de Jos University of Galati |
| record_format | Article |
| series | Annals of Dunarea de Jos University. Fascicle I : Economics and Applied Informatics |
| spelling | doaj.art-9bb5861e9e914d158690fe47fbfab65f2022-12-22T02:44:29ZengDunarea de Jos University of GalatiAnnals of Dunarea de Jos University. Fascicle I : Economics and Applied Informatics1584-04091584-04092019-08-012522026Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer SatisfactionNeha GUPTA0K. J. Somaiya Institute of Management Studies, Mumbai, IndiaThe focus of this paper is to study the customer satisfaction based on influence of employee’s perception about banking technology used for retail banking of Public Sector Banks (PSBs) of India. The study was based on primary data collected through structured questionnaire by random sampling. The result suggests that there is need to provide continuous training to employees on effective, secure and safe use of banking technology for increasing employees’ overall productivity and building customer loyalty. Identification of these factors may help in better cross-selling and up-selling opportunities for retail banking products and services. This study may enable managers to take better marketing initiatives for existing and prospective retail banking customers.http://www.eia.feaa.ugal.ro/images/eia/2019_2/Neha_Gupta.pdf |
| spellingShingle | Neha GUPTA Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction Annals of Dunarea de Jos University. Fascicle I : Economics and Applied Informatics |
| title | Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction |
| title_full | Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction |
| title_fullStr | Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction |
| title_full_unstemmed | Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction |
| title_short | Retail Banking: Impact of Technology-based Service Quality Dimensions on Customer Satisfaction |
| title_sort | retail banking impact of technology based service quality dimensions on customer satisfaction |
| url | http://www.eia.feaa.ugal.ro/images/eia/2019_2/Neha_Gupta.pdf |
| work_keys_str_mv | AT nehagupta retailbankingimpactoftechnologybasedservicequalitydimensionsoncustomersatisfaction |