With the advancement of technology and growth in internet penetration, the banking sector has developed different channels to customer for their banking needs such as ATM, internet banking and tele-banking. Internet banking is based on the uses of the internet and mainly used in urban areas. It...

The study uses Structural Equation Modelling (LISREL 8.5) to compare four competing models of linkage between service quality, satisfaction, value and behavioural intentions of repurchase and recommendation in public sector bank context of India. The indirect effects model was selected due to...

The intention of the paper is to find out whether e-banking initiatives in Indian public sector banks (PSBs) can be considered as a successful case of BPR implementation. Attempt has been made to study e-banking solutions adopted by Indian PSBs and to evaluate their performance in improving the...

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...

The nature of banking in India is passing through a transformation, due to recent changes in economic, business, legislative, technological and social environments. The pattern of individual disposable income is also changing, with the increasing prosperity of the common man, the growing...

The paper investigates the path 'perceived service quality – perceived customer value – customer satisfaction – behavioural intentions' in Indian retail banking. The service quality attributes were identified from literature and finalised after interviews with bank managers. Two service...

Satisfaction with banking services is an area of growing interest to researchers and managers. This research examined the survey responses of 560 bank customers who provided information regarding their satisfaction towards financial distribution channels with respect to five banks. The study...

Supply Chain Management (SCM) is a key strategic approach for increasing organisational effectiveness and the realisation of organisational goals. Effectively selecting and evaluating suppliers and managing their involvement in the supply chain are some of the capabilities that enable Original...