The changes after liberalization and globalization process initiated since 1991 significant impact on the financial system particularly on banking industry. The fast pace of changes have radically and perceptibly transformed the operational environment of the banking sector. The IT revolution is of entirely changing the way banking business is done and has considerably widened the range of products and increased the expected demand of the customers. In 1993-94 RBI provided license to some new private sector banks. The new private sector banks had a distinct advantage over the nationalized banks as they were able to start their operations with fully computerized services from day one. Foreign banks were already offering such services. The nationalized banks, with their social obligations, were having a large number of branches operating manually and a huge customer base. But then the presence of new private/foreign banks with their attractive products and service packages, the customers had several options. The new services/products offered by these banks lured the customers away from the banks which did not offer them. This set a new trend in banking industry. Retaining the existing customer base and expanding the same became the order of the day. The competition among the banks became very intense. The leading banks, therefore, quickly shifted their focus to provide prompt, efficient customer service and offering variety of hi-tech banking products/services. In order to achieve the same, the leading nationalized banks started building up necessary infrastructure for introducing attractive hi-tech products and offering new services.
In the present study correlation and regression analysis has been used to check the service quality, customer satisfaction and their relationship with efficiency parameters. In the present study regression analysis is used keeping in mind customer satisfaction as a depended variable and service quality as an independent variable. Similarly, efficiency as a depended variable and service quality as independent variable.
This book may be very useful for the banking industry, planners, policy makers, academicians, researchers and those who are interested in banking studies.