Customer Satisfaction Avenues in Retail Banking Related to Public Sector Banks of India
Journal Title: Galore International Journal of Applied Sciences and Humanities - Year 2017, Vol 1, Issue 2
Abstract
“Retail banking is typical mass-market banking where individual customers use local branches of larger commercial banks. Services offered include: savings and checking accounts, mortgages, personal loans, debit cards, credit cards, and so.” The Retail Banking environment today is changing fast. The changing customer demographics demands to create a differentiated application based on scalable technology, improved service and banking convenience. Higher penetration of technology and increase in global literacy levels has set up the expectations of the customer higher than never before. Increasing use of modern technology has further enhanced reach and accessibility. The market today gives us a challenge to provide multiple and innovative contemporary services to the customer through a consolidated window as so to ensure that the bank’s customer gets “Uniformity and Consistency” of service delivery across time and at each door step. This paper throws light on the emergence of selected public sector banks in India and its role in retail banking services. It gives a description of the spread and rating of Public Sector Banks in India and measures the performance of public sector banks in terms of retail banking.
Authors and Affiliations
Dr Pankaj Kumar Varshney
Keywords
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