Page 34 - Banking Finance July 2019

ARTICLE

Mushtaq M Bhat (2005) - This study finds out service quality services to them by the respective banking institutions. For
parameters in bank through SERVQUAL and influence of this purpose secondary data have been referred from open
demographic variables. The study was limited to SBI, PNB, internet source, annual reports of different financial
Jammu and Kashmir bank Citi bank and Standard Chartered institutions, magazines and daily newspapers.
Grind lay's bank. Sample size was 800 and study found out
that foreign banks are better than Indian banks. SBI was Impact of service quality of retail banks on their performance
found to be relatively poor on reliability and responsiveness. Retail banks perform very important role in handling
Banks in Delhi were comparatively better in service quality financial needs of individuals in their day to day spending
and also procuring long term assets. These days' small
Research Gap financial institutions, online-only banks and other financial
institutions also offer retail banking services to the customers
It has been observed from the literature review that many
at large. Normally, retail banking services include the
researches have been done in the area of banking sector.
following:
Some studies have also been done on the issue of financial
Maintaining different types of accounts viz. saving
benefits extended to the society by the banking institutions.
accounts, retirement accounts and services provided
A scientific assessment of such benefit is also needed to be
through debit cards including extension of services to
done for the better understanding and reporting purposes
make payment for utility services and purchases of
of these financial institutions. A study on service quality and
different items.
performance of Indian retail banking may be very helpful
for the prosperity and growth of the retail banking sector Interest on Certificate of Deposits (CDs) is normally
in current globalised business environment. This will lead higher than the rest on savings accounts but the lock-in
these financial institutions to improve their organizational period is also more in case of CDs than saving accounts.
and financial performance.
Locker facility is also made available to different
customers for the safety and security of their valuables.
Research objective
Different types of financial loans e.g. house building
The main objective of the present paper is to study the loan, auto loan, personal loan, education loan, etc. are
service quality and performance of Indian retail banking in provided to customers for meeting their life goals.
post reform era. Keeping in view with the research gap and
Facilitates making payment for different types of fees,
to achieve the main objective the paper emphasizes on the
fines, levy, etc.
following objectives:
To assess the different type of services offered by retail
Discussion and Analysis
banks
The level of customer satisfaction a banking institution can
To assess the quality of services and extent of satisfaction
provide to their customers depends on different variables
among the customers of retail banking institutions
such as attitude, competence, tangibles, convenience,
To explore different attributes essential for customers' reliability, assurance, empathy, responsiveness and loyalty.
satisfaction in retail banking institutions. All these ingredients are vital for a healthy business-client
relationship in this modern era where any person has access
Research Methodology to a plethora of information regarding starting or
The present paper is exploratory in nature. Mainly secondary maintaining a relationship with any banking institution.
data have been used to achieve the stated objectives of the
paper. The secondary data have been collected from Keeping in view of the underlying dimensions of the quality
different journals, magazines, daily newspapers, websites services, the banking institutions are needed to be focused
and other official publications of different institutions. on those dimensions in order to satisfy their customers.
Identifying different dimensions of service quality is the
Service quality parameters have been identified from the precondition for providing quality services by the banking
customers' perception and the level of their satisfaction has institutions to their customers at large. The extent of
been measured in terms of maintaining the quality of those customer satisfaction depends upon the following attributes:

34 | 2019 | JULY | BANKING FINANCE