The banking sector has undergone many changes after liberalisation of the Indian economy and introduction of information technology in banking in India. The technology-related factors have changed the way the banking is done. Despite all these changes, it is the human touch and customer...

The aim of this paper is to understand the impact of ATM services on the customer satisfaction in Indian banking sector. The study has used the primary data of customer satisfaction survey (N = 400). The data was collected using a structured questionnaire designed to ascertain the satisfaction...

Indian banking is undergoing major transformation since the financial sector reforms in 1990s. The objective of this paper is to investigate the extent to which global financial crisis has affected the efficiency of Indian banks. We measure production efficiency through application of data...

The present study explains how empowerment is perceived by employees in the service sector based on an empirical study conducted in the banking sector. The study also examines the level of psychological empowerment and its cognitions - meaning, competence, self-determination and impact among...

This paper investigates the relationship between the Foreign Institutional Investment presence and firm performance of 25 listed banks of the Indian banking industry. The results indicate that the FII share plays a significant and positive role in determining the performance of public sector but...

Purpose – The purpose of this paper is to explore how the different dimensions of service quality influence customers’ behavioural intentions in the private and public sector banks, that is, in class and mass banking, respectively, and the implications for the service provider, consumer,...