sample review of literature and references
TRANSCRIPT
Review of Literature
Heggade (2000) studied the bank customer relationship in India. He collected the
responses of 11 different classes of customers including businessman, salaried, advocates
and peasants. From the responses, he analyzed customers’ views on the one hand and
bank-employees’ views on the other hand. The paper concluded that there is a low
correlation among the different occupation and satisfaction from services in the Public
Sector Banks (PSBs).
Shastri (2001) determined the effects and challenges of new technology for banks.
Technology has brought a significant change in the functioning of banks. The earlier
manual system of preparation of vouchers is slowly being automated thereby saving a lot
of time and effort; the use of ATMs and introduction of IT are more than in the past,
especially in the post-VRS (Voluntary Retirement Scheme) scenario.
Karjaluoto (2002) has been found that low fees, time savings and freedom from time to
be the most important elements of E-banking. Other factors contributing to its use include
easiness-to-use of the service, speed of service delivery, convenience and capability with
life style.
Surjadaja et al. (2003) reported that ATM’s are a form of self service as opposed to e-
service in which consumers can receive their service at home or in other locations. ATM
is a form of e-service in that customers will learn from the electronic interface and
customer service may be significantly influenced by customer performance.
Singh (2004) appraised customer services of PSBs and concluded that the level of
customers’ services and satisfaction is determined by the branch location, variety of
services, rates & changes, systems & procedures, and attitude & responses. This study is
purely concerned with customers of PSBs.
Pousttchi & Schurig (2004) conducted the research focused on the consumers’ attitudes
towards automated teller machines (ATM), and study also analyzed the development of
telephone banking and personal banking (PC).
Srinivasan (2006) studied the customer satisfaction in private sector banks in Coimbatore
city. He found that banks have become more and more customers oriented through
customized services and IT products. Banks are now regularly undertaking the activities
related to launch of new products and also understanding their existing products with a
view to meet their customers’ expectations.
Hawari & Ward (2006) indicated that the primary goal of online services is customer
retention. In this research, online service quality has been linked to typical customer
retention outcomes such as e-loyalty, customer satisfaction and e-trust.
Herington & Weaven (2007) asserted the impact of online services quality on the level of
customers delight and on the development of customers’ relationship. They concluded
that online services quality has no impact on customers delight. Even it is low impact on
the development of stronger relationship with customers.
References:
Heggade O.D. (2000), “Banker-Customer Relationship in India”, Mohit
Publication, New Delhi.
Shastri R.V. (2001), “Technology for Banks in India-Challenges”, IBA Bulletin,
Vol. 13(3), pp. 23-45.
Karjaluoto (2002), “Electronic banking in Finland: consumer beliefs and reactions
to a new deliver channel”, Journal of financial service marketing, Vol. 6(4),
pp.346-361.
Surjadjaja H., Ghosh S., & Antony J., (2003), “Determining and assessing the e-
service operations”, Managing Service Quality, Vol.13(1), pp. 39-53.
Singh S. (2004), “Customer Services in Banks”, IBA Bulletin, Vol. 26(8), pp. 5-8.
Pousttchi K. & Schurig M. (2004), “Assessment of today’s mobile banking
applications from the view of customer requirements”, Proceedings of 37th Hawaii
International Conference on Systems Sciences, Big island, Hawaii.
Srinivasan R. (2006), “Customer Satisfaction in private sector banks in
Coimbatore”, Fortune Journal of International Management, Vol 3(2), pp. 109-
126.
Hawari Mand Al., Ward T. (2006), “The effect of automated service quality on
Australian Banks’ financial performance and the mediating role of customer
satisfaction”, Marketing Intelligence and Planning, Vol. 24(2), pp.127-147.
Herinton C. & Weaven S. (2007), “Can banks improve customer’s relationship
with high quality online services”, Journal of Marketing, Vol.17 (4), pp. 34-46.
e-References:
www.iba.org
www.indiainfoline.com
www.icmrindia.org
www.equitymaster.com