Service - The Competitive Edge in Banking - Hardcover

Service : The Competitive Edge in Banking

Contents Preface 1 Customer satisfaction and service quality in banks an empirical study 2 Customer delightedness and highly satisfaction level is milestone in E Banks an empirical study in Punjab 3 Customer perception towards e-delivery channels and future of E-delivery channels in India 4 A comparative job satisfaction in public and private sector banks an empirical study in Punjab 5 Customer perceptions and expectations about banking services en empirical study 6 Customer services in Banks an empirical study Bibliography IndexBanking an industry known worldwide for predicable business practices and measured evolution is facing sweeping and unprecedented change Customers demand personal service whenever and wherever they would like seven days a week twenty-four hours a dayThe Indian banking industry has undergone radical changes due to liberalization and globalization measure under taken since 1991 Today Indian banking industry is one of the largest in the world There has been a great surge in efficient customer service A highly satisfied and delighted customer is a very vital non-financial asset for the banks in the emerging IT era The excellent management of customer relationship is the future of any business or everybody?s business Customer focus should not be viewed as just business strategies but as a corporate mission The customer care has been enjoying the attention of the government RBI and banks themselves various committees have gone into the problem of detail at made recommendations many of which has been implementedThe present book deals with the vital issues related to bank customer services like customer satisfaction and service quality in bank is an empirical study customer delightedness and highly satisfaction level is Milestone in e banks an empirical study in Punjab customer perception towards e delivery channels and future of e-delivery channels in India A comparative job satisfaction in public and private sector banks an empirical study in Punjab Customer perceptions and expectations about banking services an empirical study customer services in banks an empirical studyThis book may be very useful for banking industry planners policy maker academicians researchers and those who are interested in banking studies 380 pp. Artikel-Nr. 98598

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