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A Study of the Quality of Services Provided to SSI Customers by Public Sector Banks

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  • Sultan Singh

Abstract

In banking, the quality of customer service holds primary significance, particularly in the context of sustained business growth. Unlike other industries engaged in the production of tangible goods, banks are unique in the sense that they produce and deliver the service at the delivery points—the branches. This has an overwhelming impact on the customers’ psyche and makes them supersensitive towards the quality of service. The relationship between a bank and its customers is not a one-time affair, but a relatively permanent and enduring one, which requires to be nurtured with good quality of service. In such a situation, any bank not having a mind towards bettering the quality of customer service is almost certain to lose its business. In the present study, an attempt is made to study the quality of service provided by the Public Sector Banks (PSBs) to Small-Scale Industries (SSIs). The level of customer service and satisfaction is determined by the branch’s location and design, variety of services, systems and procedures, delegation and decentralization, mechanization and computerization, complaint redressal; and skills, attitudes and responses of the staff.

Suggested Citation

  • Sultan Singh, 2008. "A Study of the Quality of Services Provided to SSI Customers by Public Sector Banks," The IUP Journal of Bank Management, IUP Publications, vol. 0(3), pages 71-84, August.
    • Handle: RePEc:icf:icfjbm:v:7:y:2008:i:3:p:71-84
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    Cited by:

    1. Manpreet Kaur, 2015. "Bank Selection Process and Market Segmentation: Evidence from Indian Exporting SMEs," Vision, , vol. 19(2), pages 79-88, June.
    2. Manpreet Kaur & Kanwaljeet Singh & Sarita Arora, 2023. "Are SMEs relationship seekers or price watchers? Target marketing implications for banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 615-625, September.
    3. Fulbag Singh & Manpreet Kaur, 2014. "Small and Medium Enterprises’ Awareness Regarding Export Credit Delivery System," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 39(1), pages 63-79, February.

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