SUMMARY OF KEY RESEARCH FINDINGS
No business can survive without customers associated with it. The banking sector is primarily a service industry, hence service to the customers and delivery of right kind of products become necessary to acquire and retain the customers. Over the counter interactions with the customer, ambiance in the bank’s branch premises, employees attitude, and behavior, use of latest technology in day to day banking transactions, banking hours for customers, various products design & product delivery are some of the attributes and determinants which decides the customer orientation towards the bank. The cooperative banks are one of the key constituents of the Indian banking sector and play a greater role in gross root …show more content…
Over a period of time, the balance sheet of the cooperative banks has grown however their market share has declined in relative terms with other commercial banks operating in the same business and regulatory environment. In the light of the declining market share, it became imperative to study the factors responsible for the decline in the business so that these banks can take corrective measures and arrest the business degrowth. Accordingly, the objective of the study is set, the hypothesis is written and critically analyzed with the relevant statistical tools to draw an outcome. The primary data was collected randomly through survey method across the gender, age, income group and educational qualification. The researcher has also attempted to collaborate the employees behavior with the customers over the counter while delivery of service and offering of various banking products such as current account, saving bank account, fixed deposit, advances, internet banking, digital platform of banking, ATM services and accordingly hypothesis were framed, tested and …show more content…
A test is performed using R software allocating the products components viz. modern looking equipment in the branch premises, availability of physical facilities, banking materials provided to the customer, availability of adequate number of banks ATM at the convenient locations, use of latest technology in the day to day banking operations and various banking products such deposit, advances and its variants affect the customer satisfaction and perceived experience. A two-sample proportion test carried out which accepts the null hypothesis (H0) where the p-value is 5% above the significance level that means that the customers of the select cooperative banks in the select area of the Mumbai are not satisfied with the products offered by these select cooperative banks. These cooperative banks need to work and improve in the indicated products and its variants so that customers once bank with these banks should get satisfactory experience, this will also encourage the stickiness of the customer with these banks. In a fast-moving, world customer expects everything under one roof so that they should not move to different banks for different requirements, these select cooperative needs to innovate and
No business can survive without customers associated with it. The banking sector is primarily a service industry, hence service to the customers and delivery of right kind of products become necessary to acquire and retain the customers. Over the counter interactions with the customer, ambiance in the bank’s branch premises, employees attitude, and behavior, use of latest technology in day to day banking transactions, banking hours for customers, various products design & product delivery are some of the attributes and determinants which decides the customer orientation towards the bank. The cooperative banks are one of the key constituents of the Indian banking sector and play a greater role in gross root …show more content…
Over a period of time, the balance sheet of the cooperative banks has grown however their market share has declined in relative terms with other commercial banks operating in the same business and regulatory environment. In the light of the declining market share, it became imperative to study the factors responsible for the decline in the business so that these banks can take corrective measures and arrest the business degrowth. Accordingly, the objective of the study is set, the hypothesis is written and critically analyzed with the relevant statistical tools to draw an outcome. The primary data was collected randomly through survey method across the gender, age, income group and educational qualification. The researcher has also attempted to collaborate the employees behavior with the customers over the counter while delivery of service and offering of various banking products such as current account, saving bank account, fixed deposit, advances, internet banking, digital platform of banking, ATM services and accordingly hypothesis were framed, tested and …show more content…
A test is performed using R software allocating the products components viz. modern looking equipment in the branch premises, availability of physical facilities, banking materials provided to the customer, availability of adequate number of banks ATM at the convenient locations, use of latest technology in the day to day banking operations and various banking products such deposit, advances and its variants affect the customer satisfaction and perceived experience. A two-sample proportion test carried out which accepts the null hypothesis (H0) where the p-value is 5% above the significance level that means that the customers of the select cooperative banks in the select area of the Mumbai are not satisfied with the products offered by these select cooperative banks. These cooperative banks need to work and improve in the indicated products and its variants so that customers once bank with these banks should get satisfactory experience, this will also encourage the stickiness of the customer with these banks. In a fast-moving, world customer expects everything under one roof so that they should not move to different banks for different requirements, these select cooperative needs to innovate and