International Research Journal of Commerce , Arts and Science

 ( Online- ISSN 2319 - 9202 )     New DOI : 10.32804/CASIRJ

Impact Factor* - 6.2311


**Need Help in Content editing, Data Analysis.

Research Gateway

Adv For Editing Content

   No of Download : 26    Submit Your Rating     Cite This   Download        Certificate

BANKING REFORMS AND ITS IMPACT ON CUSTOMER SERVICE (A CASE STUDY OF PUBLIC SECTOR BANKS)

    1 Author(s):  DR. AMARJEET

Vol -  5, Issue- 2 ,         Page(s) : 248 - 259  (2014 ) DOI : https://doi.org/10.32804/CASIRJ

Abstract

Indian banks have now realized that it no longer pays to have transaction based operating. This has shifted their focus from operational services to customer centric services. Today they are looking at newer ways to make a customer’s banking experience more convenient and effective. This can be done by using new technology, tools and techniques to identify customer needs and then offering products to match them. In the financial world, product superiority does not last long as it is relatively easy to copy products. So the real strength comes from operational excellence and understanding the customer and developing rapport with them.

order online

1. Ghosh D.N. “Banking Policy in India” 1968, pp. 49.
2. Chippa, M.L., “Commercial Banking Development in India” 1969.
3. Abstract of the Report of Gadgil Study Group of the National Credit Council October, 1969.
4. Levitt, Theodore, “Marketing success through differentiation of anything” Harvard Business Review, Jan-Feb 1980 pp. 83-91.
5. Levitt, Theodore, “Marketing for Business Growth” MC Graw Hill, New Yark, 1974.
6. Abstracts of the Report of the Estimates Committee of Lok Sabha 1975, headed by Mr. R.K. Sinha.
7. Kotler, Philip, “Managing Service Business and Ancillary Services” Marketing Management Analysis, Planning, Implementation and Control”, (IX ed.) New Delhi- Prentice Hill 1977, pp. 474-483.
8. Parasuraman A, “Augmented Marketing”, Business Today, Jan 7-21, 1997, pp. 25-26.
9. Chidambaram, R.M.Aimaelee, K., “HRD in Banks” State Bank of India, Monthly Review, Vol.XXXVI (No.II) November 1997, pp.576-581.
10. Contemporary Aul, G.D. “Customer Relationship Management” Punjab National Bank, Monthly Review, Vol. 23 (No. 3) March 2006, pp. 5-16.
11. Contemporary Banking and Finance, Journal of Corporate Training and Development Institute Vol. I (No.9) March 2001, pp. 1-12

*Contents are provided by Authors of articles. Please contact us if you having any query.






Bank Details