A Study of the Quality of Services Provided to SSI Customers by Public Sector Banks

Sultan Singh

The IUP Journal of Bank Management, 2008, vol. VII, issue 3, 71-84

Abstract: In banking, the quality of customer service holds primary significance, particularly in the context of sustained business growth. Unlike other industries engaged in the production of tangible goods, banks are unique in the sense that they produce and deliver the service at the delivery points—the branches. This has an overwhelming impact on the customers’ psyche and makes them supersensitive towards the quality of service. The relationship between a bank and its customers is not a one-time affair, but a relatively permanent and enduring one, which requires to be nurtured with good quality of service. In such a situation, any bank not having a mind towards bettering the quality of customer service is almost certain to lose its business. In the present study, an attempt is made to study the quality of service provided by the Public Sector Banks (PSBs) to Small-Scale Industries (SSIs). The level of customer service and satisfaction is determined by the branch’s location and design, variety of services, systems and procedures, delegation and decentralization, mechanization and computerization, complaint redressal; and skills, attitudes and responses of the staff.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:7:y:2008:i:3:p:71-84

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