Indian Banking Industry- Customer Satisfaction

Goyal, Akhil; Chowhan, Sudhinder Singh

doi:10.15373/2249555x/jan2013/38

Cited by 6 publications

(6 citation statements)

References 1 publication

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This would attract more customers and also help in retaining old customers. For that they need to differentiate; hence, innovation is must (Goyal and Joshi, 2012). To face this challenge, great emphasis is being laid on "service innovation" in the Indian banking industry.…”

Section: Workplace Spirituality and Innovative Work Behaviourmentioning

confidence: 99%

Exploring the influence of dimensions of workplace spirituality on innovative work behaviour: role of sense of God

Saxena

Prasad

2022

IJOES

View full text Add to dashboard Cite

Purpose This study aims to identify the various dimensions of workplace spirituality (WPS) and determine whether these dimensions act as predictors of innovative work behaviour (IWB) among bank employees. This study also aims at studying the moderating role played by sense of God (SOG) between WPS and IWB. Design/methodology/approach The methodology involved both qualitative and quantitative approaches. This study was carried out in two phases. Item generation, questionnaire development and exploratory factor analysis (EFA) were conducted in phase 1. Confirmatory factor analysis (CFA) was conducted in phase 2. Seven WPS dimensions originated through EFA, which got validated through CFA later. Structural equation modelling was used for hypotheses testing. To explore the proposed relationships, cross-sectional survey was done on a sample of bank employees from public, private and foreign banks. Findings The findings reveal that WPS is a seven-factor construct and affects the IWB of bank employees. The results indicated that four dimensions of WPS significantly increase IWB, and that SOG moderates the relationship between WPS and IWB. Research limitations/implications With increasing globalization, there is a growing concern as to whether Indian employers would be able to meet employees’ spiritual needs. Indians tend to have high inclination towards God; through their religious associations, they try to develop a sense of spiritualism. Awareness about the effect of SOG and also the dimensions of WPS on IWB will help organizations in designing effective interventions for making employees more innovative. Originality/value The authors believe that the empirical studies testing the consequences of WPS on IWB in the banking industry are limited; also, SOG’s role as a moderator remains unexplored; thus, this study is an attempt to fill the gaps.

show abstract

Section: Workplace Spirituality and Innovative Work Behaviourmentioning

confidence: 99%

Exploring the influence of dimensions of workplace spirituality on innovative work behaviour: role of sense of God

Saxena

Prasad

2022

IJOES

View full text Add to dashboard Cite

show abstract

“…However, in order to achieve customer satisfaction, banks must implement marketing concepts that lead to increased profitability. Some banks still don't consider customer satisfaction a central part of their marketing efforts (Goyal and Joshi, 2012). It was also pointed out that many domestic companies are actively incorporating the latest information technology into their operations and marketing activities, Kamath et al, (2003).…”

Section: Discussionmentioning

confidence: 99%

Indian Banking Sector

Sharma¹,

Tiwari²

2023

VEETHIKA

View full text Add to dashboard Cite

When developing a new marketing strategy, the customer is king, and the customer is the protagonist. Customers are at the heart of any successful marketing strategy. Banking field has a unique relationship between customer and the bank. However, due to various reasons such as lack of education, new technical skills, financial goals and risk of failure, some banks use traditional marketing methods while others adopt CRM. With this in mind researchers undertook a modest attempt to develop the idea that’s CRM could be customized to continuously improve banking services across the banking industry. Understanding customer relationship management is an ongoing concern for service providers, especially banks. The bank has the unique ability to manage new and existing customer relationships. The Indian banking sector has historically gone through five stages: pre- independence, post-independence, pre-nationalization, nationalization and post- liberalization. At all these stages, marketing was not always considered banker's cup of tea, except for the last stage. The paper recognizes with the same caveat that the marketing strategies of private banks in India and abroad are far superior to those of public banks. Only banks that adopt effective and realistic strategies to gain customer trust can survive in the future.

show abstract

“…Since the 4 th industrial revolution, digital technology has continuously developed and brought about many significant changes in the operation of corporations, companies, consumers, and national governments (Jan et al, 2019;Grover & Kaur, 2019;Chen et al, 2018). The development of (Goyal & Joshi, 2012;Anna, 2018;Afshan & Sharif, 2016).…”

Section: Banking Technology (Cn)mentioning

confidence: 99%

Policy Implications for Green Banking Development in Vietnam

Bang,

Hang,

Dao

2023

J. Professional Business Review

View full text Add to dashboard Cite

Purpose: The article studies the factors affecting the development of green banking in Vietnam. Based on the research results, the authors proposed policy implications that contribute to the development of green banking in Vietnam. Theoretical framework: The article studies the factors affecting the development of green banking in Vietnam. Based on the research results, the authors proposed policy implications that contribute to the development of green banking in Vietnam. Design/methodology/approach: To survey the level of understanding of bank managers on issues related to green banking, green banking development, and the level of knowledge of officers and employees about green banking development areas, The authors used qualitative and quantitative methods. Quantitative research was carried out from January to February 2023. The authors used structural equation model analysis to test the fit of models with SPSS 20.0 and Amos. Findings: Quantitative and qualitative indicators have been introduced to measure the development of green banking and the economy. The factor of banking technology has the most substantial impact on the development of green banking and the economy. This is a new research paper finding in the context of the banking industry's digital transformation. Research, Practical & Social implications: The study also shows that green banking development depends on financial capacity, supporting policies, legal framework, and state regulations. In addition, the study has included the factors of green banking development affecting the green economy from different approaches and analytical methods to evaluate. Originality/value: Developing green banks not only brings profits but also helps banks increase their prestige, reputation, and value. In addition, the development of green banking associated with the green economy is not only a form but will become the core value of the bank, recognized and appreciated in the trend of integration and sustainable development.

show abstract

Indian Banking Industry- Customer Satisfaction

Cited by 6 publications

References 1 publication

Exploring the influence of dimensions of workplace spirituality on innovative work behaviour: role of sense of God

Exploring the influence of dimensions of workplace spirituality on innovative work behaviour: role of sense of God

Indian Banking Sector

Policy Implications for Green Banking Development in Vietnam

Contact Info

Product

Resources

About