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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | A STUDY ON SERVICE QUALITY MANAGEMENT PRACTICES OF SELECT DISTRICT CENTRAL COOPERATIVE BANKS IN TAMILNADU |
| Authors Name: | Dr. N. Megalai |
| Unique Id: | IJSDR2306013 |
| Published In: | Volume 8 Issue 6, June-2023 |
| Abstract: | Service quality is an imperative element impacting customers' satisfaction levels in the banking industry. In banking, quality is a multi-variable concept that includes different types of convenience, reliability, services portfolio, and staff delivery. The Customer satisfaction is linked to customer loyalty and retention. In order to build a service quality model, which would ensure customer satisfaction; it is imperative to identify the problems of customers. The banks review the service delivery process to make it more customer-friendly. This suggests that expectations are key factors behind satisfaction. While customer satisfaction is the key performance indicator/differentiator, tapping the same becomes an imperative task for the service provider. The study is focusing mainly on the functional areas of Service Quality Management on District Central Cooperative Banks (DCCBs) in Tamil Nadu with reference to the customers. As such, the study is making an in-depth analysis of the Five dimensions of service quality management, Crucial for the DCCBs. The study was done with the specific objectives are: i) To study the demographic, social and economic profile of the customers of select DCCBs. ii) To analyse the perception of customers’ towards the service quality management practices of DCCBs. iii) To examine the relationship between the perception of customers on service quality management and their demographic, social and economic profile. iv) To analyse the effect of service quality dimensions on the level of customers satisfaction. A Structured Interview Schedule was collect information from the customers’ respondents regarding their perception of Service Quality Management in select District Central Cooperative Banks in Tamil Nadu. The sample of the study includes 200 customers of the DCCBs in Tamil Nadu. The study has adopted the descriptive and inferential statistical analysis in the study. The tools used for the analysis of the data were: Factor analysis, Chi- Square Analysis, ANOVA, Pearson Moment Correlation Method and Ordered logistic regression analysis. |
| Keywords: | Service Quality Management, Cooperatives Bank, DCCBs, Customer satisfaction, Customer Perception |
| Cite Article: | "A STUDY ON SERVICE QUALITY MANAGEMENT PRACTICES OF SELECT DISTRICT CENTRAL COOPERATIVE BANKS IN TAMILNADU", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.8, Issue 6, page no.70 - 74, June-2023, Available :http://www.ijsdr.org/papers/IJSDR2306013.pdf |
| Downloads: | 000346981 |
| Publication Details: | Published Paper ID: IJSDR2306013 Registration ID:206215 Published In: Volume 8 Issue 6, June-2023 DOI (Digital Object Identifier): Page No: 70 - 74 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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