Managing Service Quality With Technological Innovations In The Banking Industry
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Managing Service Quality With Technological Innovations In The Banking Industry
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Author : Dr Sheerali Arya
language : en
Publisher:
Release Date : 2021-01-12
Managing Service Quality With Technological Innovations In The Banking Industry written by Dr Sheerali Arya and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-01-12 with categories.
Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on the quality of services and products offered to customers through world class technological advancements to ensure their growth and retention. Banks need to continuously innovate their technologies and methodologies to remain at the forefront. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in the literature. This research, therefore, tries to examine the impact of service quality on customer satisfaction in the Banking Industry of India. The researcher has collected primary data from 850 customers of public, private, and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at the strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports, and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. The findings show that the customers' expectations of quality of service rendered to them is quite high, continuous in nature, and has a huge impact on their satisfaction levels. The research further highlighted that customer satisfaction is influenced by multiple variables like personalized interaction, environment, monetary benefits, and product worth among others. To enhance the service quality at each branch, banks must concentrate on creating customer-oriented strategies, culture of empathized service, and adopt a persistent approach to remove all service-related gaps.
Managing Service Quality With Technological Innovations In The Banking Industry
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Author : Dr. Sheerali Arya
language : en
Publisher: GRIN Verlag
Release Date : 2021-01-18
Managing Service Quality With Technological Innovations In The Banking Industry written by Dr. Sheerali Arya and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-01-18 with Business & Economics categories.
Academic Paper from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This research tries to examine the impact of service quality on customer satisfaction in Banking Industry of India. The researcher has collected primary data from 850 customers of public, private and foreign sector banks operating in the northern region of India namely Delhi NCR, Uttar Pradesh, Rajasthan and Punjab. The researcher also took feedback from 50 bankers including one Senior Manager from each Bank to analyze their perspective and initiatives taken at strategic level to ensure optimum customer satisfaction is provided. The data was collected through a structured questionnaire for both customers and bankers. The secondary data was collected from academic journals, bank annual reports and credible websites. The aim of this research is specifically to analyze the dimensions of the perceived and expected service quality and its effects on customer satisfaction. Customer satisfaction is paramount to any sector which provides service and needs to sustain its advantage over the competitors. The Banking Industry of India is highly competitive with the advent of recent entrants into the market functioning along with well-established Banks. It becomes imperative for senior management of banks to focus on quality of services and products offered to customers to ensure their growth and retention Banks need to continuously innovate their methodologies and techniques to remain at the fore front. Even though the different sector of Banks in India are making huge efforts in achieving this objective, there is not enough proof to demonstrate comparative analysis of how customer satisfaction is impacted by the quality of their services, leaving a major gap in Indian literature.
Service Innovation
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Author : Joseph Tidd
language : en
Publisher: Imperial College Press
Release Date : 2003
Service Innovation written by Joseph Tidd and has been published by Imperial College Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: . OCo That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. OCo That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions OCo the so-called OC productivity paradoxOCO in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment. Sample Chapter(s). Introduction (35 KB). Chapter 1: Managing Service Innovation: Variations of Best Practice (490 KB). Contents: Conceptual and Analytical Frameworks for Service Innovation: Services and the Knowledge-Based Economy (I Miles); Service Innovation: Aiming to Win (T Clayton); Sector and National Studies of Innovation in Services: Innovation in Healthcare Delivery (D J Bower); Product Development in Financial Services: Picking the Right Leader for Success (E Chortatsiani); Applying Innovation Management Good Practice to Services: A Composite Framework of Product Development and Delivery Effectiveness in Services (F M Hull & J Tidd); Product Development in Service Enterprises: Case Studies of Good Practice (F M Hull); and other articles. Readership: Graduate students and researchers in management programs; managers."
Service Quality In The Nigerian Banking Industry
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Author : Bukola Oyedokun
language : en
Publisher: GRIN Verlag
Release Date : 2020-12-23
Service Quality In The Nigerian Banking Industry written by Bukola Oyedokun and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-12-23 with Business & Economics categories.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Management Of Technological Innovation In Developing And Developed Countries
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Author : HongYi Sun
language : en
Publisher: BoD – Books on Demand
Release Date : 2012-03-21
Management Of Technological Innovation In Developing And Developed Countries written by HongYi Sun and has been published by BoD – Books on Demand this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-03-21 with Business & Economics categories.
It is widely accepted that technology is one of the forces driving economic growth. Although more and more new technologies have emerged, various evidence shows that their performances were not as high as expected. In both academia and practice, there are still many questions about what technologies to adopt and how to manage these technologies. The 15 articles in this book aim to look into these questions. There are quite many features in this book. Firstly, the articles are from both developed countries and developing countries in Asia, Africa and South and Middle America. Secondly, the articles cover a wide range of industries including telecommunication, sanitation, healthcare, entertainment, education, manufacturing, and financial. Thirdly, the analytical approaches are multi-disciplinary, ranging from mathematical, economic, analytical, empirical and strategic. Finally, the articles study both public and private organizations, including the service industry, manufacturing industry, and governmental organizations. Given its wide coverage and multi-disciplines, the book may be useful for both academic research and practical management.
Advances In Banking Technology And Management Impacts Of Ict And Crm
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Author : Ravi, Vadlamani
language : en
Publisher: IGI Global
Release Date : 2007-10-31
Advances In Banking Technology And Management Impacts Of Ict And Crm written by Ravi, Vadlamani and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-10-31 with Computers categories.
Banking across the world has undergone extensive changes thanks to the profound influence of developments and trends in information communication technologies, business intelligence, and risk management strategies. While banking has become easier and more convenient for the consumer, the advances and intricacies of emerging technologies have made banking operations all the more cumbersome. Advances in Banking Technology and Management: Impacts of ICT and CRM examines the various myriads of technical and organizational elements that impact services management, business management, risk management, and customer relationship management, and offers research to aid the successful implementation of associated supportive technologies.
Strategic Adoption Of Technological Innovations
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Author : Howard, Caroline
language : en
Publisher: IGI Global
Release Date : 2013-01-31
Strategic Adoption Of Technological Innovations written by Howard, Caroline and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-31 with Computers categories.
Strategic Adoption of Technological Innovations brings together research from practitioners on the development, use, and importance of information technology in order to achieve organizational performance. This comprehensive collection is useful for academicians, scholars, researchers and other industry professionals to provide an understanding of strategy and use of information systems in organizations and entities.
Innovations In Information And Communication Technologies Iict 2020
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Author : Pradeep Kumar Singh
language : en
Publisher: Springer Nature
Release Date : 2021-07-15
Innovations In Information And Communication Technologies Iict 2020 written by Pradeep Kumar Singh and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-15 with Business & Economics categories.
This edited book is comprised of original research that focuses on technological advancements for effective teaching with an emphasis on learning outcomes, ICT trends in higher education, sustainable developments and digital ecosystem in education, management and industries. The contents of the book are classified as; (i) Emerging ICT Trends in Education, Management and Innovations (ii) Digital Technologies for advancements in education, management and IT (iii) Emerging Technologies for Industries and Education, and (iv) ICT Technologies for Intelligent Applications. The book represents a useful tool for academics, researchers, industry professionals and policymakers to share and learn about the latest teaching and learning practices supported by ICT. It also covers innovative concepts applied in education, management and industries using ICT tools.
Cyber Security Impact On Digitalization And Business Intelligence
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Author : Haitham M. Alzoubi
language : en
Publisher: Springer Nature
Release Date : 2024-01-03
Cyber Security Impact On Digitalization And Business Intelligence written by Haitham M. Alzoubi and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-01-03 with Computers categories.
This book takes a unique approach by exploring the connection between cybersecurity, digitalization, and business intelligence. In today's digital landscape, cybersecurity is a crucial aspect of business operations. Meanwhile, organizations continue to leverage digital technologies for their day-to-day operations. They must be aware of the risks associated with cyber-attacks and implement robust cybersecurity measures to protect their assets. It provides practical insights and solutions to help businesses better understand the impact of cybersecurity on their digitalization and business intelligence strategies. It provides practical insights and solutions for implementing cybersecurity measures in organizations and covers a wide range of topics, including threat intelligence, risk management, compliance, cloud security, and IoT security. The book takes a holistic approach and explores the intersection of cybersecurity, digitalization, and business intelligence and examines the possible challenges and opportunities.
Digital Finance
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Author : Zhiyi Liu
language : en
Publisher: Springer Nature
Release Date :
Digital Finance written by Zhiyi Liu and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.