Managing Service Quality with Technological Innovations in the Banking Industry

Inhaltsverzeichnis (Table of Contents)

• CHAPTER 1 - INTRODUCTION..
• 1.1 Background of the research.
• 1.2 Relevance of Banking Industry for economic growth of India.
• 1.3 Problem Statements of the Research
• 1.4 Significance of the Research.
• CHAPTER 2 - LITERATURE REVIEW...........
• 2.1 History of the Banking Industry of India
• 2.2 Structure of the Banking Industry of India
• 2.3 Constituents of the Commercial Banks of India
• 2.3.1 Public Sector Banks
• 2.3.2 Private Sector Banks
• 2.3.3 Foreign Sector Banks
• 2.4 Constituents of the Non - Commercial Banks of India
• 2.4.1 Local Area Banks.
• 2.4.2 Co-operative Banks
• 2.4.3 Regional Rural Banks..
• 2.5 Approaches to Quality.
• 2.6 Models and Theories of Service Quality and Customer Satisfaction.………………………..\n
• 2.6.1 Grönroos Model of Service Quality.
• 2.6.2 The SERVQUAL Model.....
• 2.6.3 The SERVPERF Model
• 2.6.4 Haywood-Farmer's Model of Service Quality
• 2.6.5 Attribute Model of Service Quality.
• 2.6.6 Boulding, Kalra, Staelin and Zeithaml Model of Service Quality ………………………..\n
• 2.6.7 Rust and Oliver's the three-component Model of Service Quality.
• 2.6.8 Rust, Zahorik and Keiningham's Return-on-Quality approach of Service\nQuality...\n
• 2.6.9 Philip and Hazlett's P-C-P service attribute Model of Service Quality ....
• 2.6.10 Dabholkar, Shepherd and Thorpe's Model of Service Quality ............
• 2.6.11 Brady and Cronin's hierarchical approach of Service Quality
• 2.6.12 Kang and James adaptation of the Grönroos Model of Service Quality....
• 2.6.13 Kang's hierarchical Service Quality framework.
• 2.6.14 Carr's FAIRSERV Model of Service Quality
• 2.6.15 BANKSERV Model of Service Quality.....

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This research aims to examine the impact of service quality on customer satisfaction in the Banking Industry of India. The study focuses on the dimensions of perceived and expected service quality and its effects on customer satisfaction.
• Impact of service quality on customer satisfaction in the Indian banking industry
• Dimensions of perceived and expected service quality
• Influence of personalized interaction, environment, monetary benefits, and product worth on customer satisfaction
• Strategies for enhancing service quality in the banking sector
• Analysis of the Indian banking industry landscape and its challenges

Zusammenfassung der Kapitel (Chapter Summaries)

• Chapter 1: This introductory chapter provides an overview of the research, highlighting the significance of the banking industry for India's economic growth. It outlines the research problem, the significance of the research, and the objectives of the study.
• Chapter 2: This chapter delves into a comprehensive literature review, tracing the history of the Indian banking industry. It explores the structure and constituents of both commercial and non-commercial banks in India. The chapter further examines various approaches to quality and presents a detailed analysis of prominent models and theories of service quality and customer satisfaction.

Schlüsselwörter (Keywords)

This research revolves around the key concepts of service quality, customer satisfaction, the Indian banking industry, and the impact of technological innovations on the banking sector. The research examines the relationship between service quality and customer satisfaction, analyzing the various dimensions of service quality perceived and expected by customers.

Frequently Asked Questions

What is the focus of this research on the Indian banking industry?

The research examines how service quality impacts customer satisfaction across public, private, and foreign sector banks in Northern India.

Which service quality models are analyzed in the study?

The study reviews multiple models including SERVQUAL, Grönroos, SERVPERF, BANKSERV, and the FAIRSERV model, among others.

How does technology influence service quality in banking?

Technological innovations are key drivers for continuous improvement in banking services, helping banks stay competitive and improve the speed and accessibility of their offerings.

What are the main factors influencing customer satisfaction in banks?

Key factors include personalized interaction, the banking environment, monetary benefits, and the perceived worth of the products offered.

What is the difference between Public, Private, and Foreign sector banks in India?

The research categorizes commercial banks based on their ownership and operational structure, comparing how each sector handles service quality and customer retention.