A STUDY ON SERVICE QUALITY MANAGEMENT PRACTICES OF SELECT DISTRICT CENTRAL COOPERATIVE BANKS IN TAMILNADU
Service Quality Management, Cooperatives Bank, DCCBs, Customer satisfaction, Customer Perception
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.
"A STUDY ON SERVICE QUALITY MANAGEMENT PRACTICES OF SELECT DISTRICT CENTRAL COOPERATIVE BANKS IN TAMILNADU", IJSDR - International Journal of Scientific Development and Research (www.IJSDR.org), ISSN:2455-2631, Vol.8, Issue 6, page no.70 - 74, June-2023, Available :https://ijsdr.org/papers/IJSDR2306013.pdf
Volume 8
Issue 6,
June-2023
Pages : 70 - 74
Paper Reg. ID: IJSDR_206215
Published Paper Id: IJSDR2306013
Downloads: 000347099
Research Area: Management
Country: Dindigul, Tamil Nadu [TN], India
ISSN: 2455-2631 | IMPACT FACTOR: 9.15 Calculated By Google Scholar | ESTD YEAR: 2016
An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 9.15 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator
Publisher: IJSDR(IJ Publication) Janvi Wave
