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The Study of Customers' Preference and Managerial Effectiveness of Nationalized and Private Sector Banks


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Reference:

Nathwani, Rajeshri (2004) The Study of Customers' Preference and Managerial Effectiveness of Nationalized and Private Sector Banks. PhD thesis, Saurashtra University.

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Abstract

The world has become a global market in modern era. Globalization has affected the banking sector also. A cutthroat competition can be seen in banking sector among nationalized and private sector banks. In this situation, a customer is the core component in banking business. The business of banking cannot function without a customer. It is a continuing process of transactions culminating in a long-term banker-customer relationship. The business institution tries to keep old customer happy and satisfied. It can be possible by managing customer relationship, which can lead to bring new customers also and becomes easier to market the products. The old concept was price, quality and service. But now a day, the concept is of price, quality, service, speed, convenience, value, solutions, etc. In banking transactions, a customer wants all the services under one roof and expects to save time and simplified transactions. Another aspect of this study is to find out "Customer centric managerial effectiveness" of bank managers. Listening to customers and seeing their perspective, offering excellent service, having information technology installed, rectifying mistakes, developing team sprit, providing good and enjoyable physical conditions to customers, behaving politely with them are some imperatives, which leads to success and effectiveness. These aspects lead to customer satisfaction and customer loyalty also. By using questionnaires related to customers' preference and case based questionnaire related to managerial effectiveness of nationalized and private sector banks, some interesting findings and suggestions have been found out from this study.

Details

Item Type Thesis (PhD)
Item ID 55
Creators Nathwani, Rajeshri
Guide Gohil, Daxa C.
Keywords Banking Sector, Nationalized and Private Banks, Finance
Dewey Decimal Subjects 300 Social sciences > 330 Economics > 336 Public finance
Library of Congress Subjects H Social Sciences > HG Finance
Department Faculties > Commerce > Department of Commerce
Affiliation with Saurashtra University
Qualification Level Doctoral
Language English
Number of Pages 268
Date May 2004
Unique ID Not Available
Registration No Not Available
Depositing User Repository Staff
Date Deposited 18 Dec 2011 15:34
Last Modified 17 Jan 2012 12:13
URI: http://etheses.saurashtrauniversity.edu/id/eprint/55

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