Title: The impact of service delivery quality on customer satisfaction in Indian banks

Authors: Shamsher Singh

Addresses: Banarsidas Chandiwala Institute of Professional Studies, Sector 11, Dwarka, New Delhi 110075, India

Abstract: The banking sector has undergone many changes after liberalisation of the Indian economy and introduction of information technology in banking in India. The technology-related factors have changed the way the banking is done. Despite all these changes, it is the human touch and customer relationship which is responsible for enhancement of customer satisfaction, which is an important aspect of service delivery quality. This paper has examined the customer satisfaction from service delivery quality of leading Indian banks such as State Bank of India, ICICI Bank, HDFC Bank, and Punjab National Bank. The study surveys the opinion of 400 customers of two public-sector banks and two private-sector banks (100 from each bank). MANOVA and factor analysis have been used for having insights in the service delivery quality provided by the sample banks. The population studied here is urban population which can be considered as representative of banking customers in NCR Delhi.

Keywords: customer satisfaction; service quality; public sector banks; private sector banks; India; banking industry; financial services; service delivery; urban population.

DOI: 10.1504/IJFSM.2013.052887

International Journal of Financial Services Management, 2013 Vol.6 No.1, pp.60 - 78

Received: 23 Mar 2012
Accepted: 01 Nov 2012

Published online: 26 Mar 2013 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article