Vol. 1, Issue 4 (2016)
Impact of banking reforms on customer service (A case study of public sector banks)
Author(s): Monika Jindal
Abstract: In recent years, a number of studies have highlighted the effects of banking reforms on customer service through empirical evidence across both developed and developing countries. In the pursuit of this type of evidence, this paper clarifies the nature of the relationship between banking reforms and customer service in case of public sector banks. With this objective, the study uses cross- section data from public sector banks. In the model of this study, customer service is a dependent variable and banking reforms are independent variables. The present study is of analytical and exploratory in nature. Therefore, the use has been made of primary as well as secondary data. The primary data is collected by administering pre-tested structured questionnaires. Questionnaires were devised and circulated to individual depositors. The relevant secondary data are drawn primarily from the newspapers like The Economic Times, The Financial Express, The Business Standard etc. and the journals like RBI bulletin, IBA Bulletin, Professional Banker. In analysis of the responses, Ratio is used as a benchmark because absolute figure do not provide a meaningful understanding. Cross Sectional analysis is also used to evaluate the performances of the Public Sector Banks.