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287 Bibliography BOOKS: [1] Baye M.R. and Jansen D.W., “Money Banking & Financial Marketing”, A.I.T.B.S, Publisher (2006). [2] Hoffman D.K. and Bateson J, “Service Marketing” III Ed. Thomson, South Western (2007). [3] Kasper, H., Helsdingen, Piet V. and Jr, Wouter de V, “Services Marketing Management”, West Sussex, England, John Willey & Sons Ltd (1999). [4] Lovelock C, Wirtz J and Chatterjee J, “Service Marketing” V Ed. Pearson Education (2006), [5] Misra.S.K and Puri V.K, “Indian Economy”, Himalaya Publishing House 29th edition (2011) [6] Nargundkar R., “Services Marketing” Tata McGraw Hill (2004) [7] Panda T.K., “Marketing Management” Excel Book Second Edition (2007) [8] Rama Mohana Rao, K., “Services Marketing” Pearson Education (2007). [9] Rampal, M.K. and Gupta .S.L. “Services Marketing”, Galgotia Publishing Company (2006) [10] Rao K.N. and Pahuja, “Indian Banking Emerging Issues” ICFAI University (2002). [11] Reddy, A. and, Kumar, A and Nirmala, “Services Marketing” Himalaya Publishing House (2005) [12] Shankar R. “Services Marketing” Excel Books (2003) [13] Shekhar K.C. and Shekhar L., “Banking Theory & Practices” Vikas Publishing (2004).
Transcript
Page 1: Bibliography - INFLIBNETshodhganga.inflibnet.ac.in/bitstream/10603/37526/2/bibliography.pdf · 287 Bibliography BOOKS:

287

Bibliography

BOOKS:

[1] Baye M.R. and Jansen D.W., “Money Banking & Financial

Marketing”, A.I.T.B.S, Publisher (2006).

[2] Hoffman D.K. and Bateson J, “Service Marketing” III Ed. Thomson,

South Western (2007).

[3] Kasper, H., Helsdingen, Piet V. and Jr, Wouter de V, “Services

Marketing Management”, West Sussex, England, John Willey & Sons

Ltd (1999).

[4] Lovelock C, Wirtz J and Chatterjee J, “Service Marketing” V Ed.

Pearson Education (2006),

[5] Misra.S.K and Puri V.K, “Indian Economy”, Himalaya Publishing

House 29th edition (2011)

[6] Nargundkar R., “Services Marketing” Tata McGraw Hill (2004)

[7] Panda T.K., “Marketing Management” Excel Book Second Edition

(2007)

[8] Rama Mohana Rao, K., “Services Marketing” Pearson Education (2007).

[9] Rampal, M.K. and Gupta .S.L. “Services Marketing”, Galgotia

Publishing Company (2006)

[10] Rao K.N. and Pahuja, “Indian Banking Emerging Issues” ICFAI

University (2002).

[11] Reddy, A. and, Kumar, A and Nirmala, “Services Marketing”

Himalaya Publishing House (2005)

[12] Shankar R. “Services Marketing” Excel Books (2003)

[13] Shekhar K.C. and Shekhar L., “Banking Theory & Practices” Vikas

Publishing (2004).

Page 2: Bibliography - INFLIBNETshodhganga.inflibnet.ac.in/bitstream/10603/37526/2/bibliography.pdf · 287 Bibliography BOOKS:

288

[14] Venugopal, V, Raghu V. N, “Services Marketing” Himalaya

Publishing (2006)

[15] Verma H, “Services Marketing” Pearson Education (2008)

[16] Zeithmal V, Bitner J M, Gremier D and Pandit A, “Service marketing:

Integrating Customer Focus across the Firm” IV Ed. Tata McGraw-

Hill, New Delhi (2008).

JOURNALS:

[1] Alessandro Arbore and BrunoBusacca, “Customer satisfaction and

dissatisfaction in retail banking: Exploring the a symmetric impact of

attribute performances”, Journal of Retailing and Consumer Services 16

(2009) 271–280

[2] Aparna Mishra and Kamini Tandon,” A Customer Centric Approach

towards Retail Banking Services: A Glimpse”, ZENITH International

Journal of Multidisciplinary Research ,Vol.1 Issue 4 (August 2011)

[3] Achim, Machauer and Sebastian, Morgner “Segmentation of bank

customers by expected benefits and attitudes”, The International

Journal of Bank Marketing, 19:1, (2001) pp. 6-15.

[4] Ahmed I., Nawaz M., Usman A., Shaukat M., Ahmad N. and Iqbal

H., “Impact of Service Quality on Customers' Satisfaction: Empirical

evidence from telecom sector of Pakistan”, Interdisciplinary Journal of

Contemporary Research in Business, 1(12), (2010) pp. 98-113.

[5] Al-hawari, M. “‘The Influence of Traditional Service Quality Factors on

Customer Satisfaction: A Practical Study within the Context of Australian

Banking”, The Business Review, Cambridge, 11(2), (2008) pp. 114-119.

[6] Amin, M. and Isa, Z. “An examination of the relationship between

service quality perception and customer satisfaction: A SEM approach

towardsMalaysian Islamic banking” International Journal of Islamic and

Middle Eastern Finance and Management, 1(3), (2008) pp. 191-209 .

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289

[7] Angur, M. G., Nataraajan, R and Jahera, J. S. “Service Quality in the

banking industry: an assessment in a developing economy”,

International Journal of Bank Marketing, 17(3), (1999) pp.116-123.

[8] Arasli, H., Smadi, S.M. and Katircioglu, S.T. “Customer Service

Quality in the Greek Cypriot banking industry”, Managing Service

Quality, 15(1), (2005) pp.41-56.

[9] Avkiran, K, N. “Developing an instrument to measure customer

service quality in branch banking” The International Journal of Bank

Marketing’ 12(6), (1994) pp.10-19.

[10] Asubonteng, P., McCleary, K.J. and Swan, J.E. “Service Quality

revisited: a critical review of service Quality”, Journal of Services

Marketing, 10(6) (1996):62-81.

[11] Barbara Culiberg, Ica Rojsek, “Identifying Service Quality

Dimensions as antecedents to Customer Satisfaction in Retail

Banking”, Economic and Business Review, Vol.12,No.3,2010,pp.151–166

[12] Babakus, E. and Boller, G. “An Empirical Assessment of the Service

Quality Scale”, Journal of Business Research, 24 (3), (1992) p. 253.

[13] Bahia, K. and Nantel, J. “A reliable and valid measurement scale for

the perceived service quality of banks”, The International Journal of

Bank Marketing, 18(2), (2000) p. 84.

[14] Bedi, M. “An integrated framework for service quality, customer

satisfaction and behavioral responses in Indian Banking industry: a

comparison of public and private sector banks”, Journal of Services

Research, 10 (1), (2010) pp 157- 172.

[15] Boyd, William, L., Leonard, Lyros and White, Charles “Customer

preferences for financial services”, The International Journal of Bank

Marketing, 12, (1994) pp.9-15

[16] Bloemer, J., Ruyter, K and Peeters, P. “investigating drivers of bank

loyalty: the complex relationship between image, service quality and

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290

satisfaction”, International Journal of Bank Marketing, (1998) Vol. 16 No.

7, pp. 276-86

[17] Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S. and Dotzel, T.

“Creating new markets through service innovation”, Sloan

Management Review. 47(2): (2006)56-63.

[18] Cronin, J.J. Jr and Taylor, S.A., “Measuring service quality: a re-

examination and extension”, Journal of Marketing, 56: (1992)55-68.

[19] Dale Littlera and Demetris Melanthiouba, “Consumer perceptions of

risk and uncertainty and the implications for behaviour towards

innovative retail services: The case of Internet Banking”, Journal of

Retailing and Consumer Services, 13 (2006) 431–443.

[20] Davide Consoli,”The dynamics of technological change in UK retail

banking services: An evolutionary perspective” Research Policy, 34

(2005) 461–480

[21] Edvardsson Bo, Anders Gustafsson and Inger Roos “Services portrait

in service research: a critical review”, International Journal of Service

Industry Management, 16(1): (2005)107-121.

[22] Gamvroulas S., Polemi D. and M. Anagnostou.” A secure brokerage

network for retail banking services” Future Generation Computer

Systems, 16 (2000) 423–430.

[23] Hsiang-Fei Luoha and Sheng-Hshiung Tsaur, ”Customers’

perceptions of service quality: Do servers’ age stereotypes matter?”

International Journal of Hospitality Management, 30 (2011) 283–289

[24] Jose A. Martõ´nez and Laura Martõ´nez, “Some insightson

conceptualizing and measuring service quality”, Journal of Retailing

and Consumer Services, 17 (2010) 29–42.

[25] Jafirullah Khan Jebran and Md. Afzal Hossain, “Consumer’s

Perception on General Banking Activities of Commercial Banks: A

Study in the Banking Context of Bangladesh”, European Journal of

Business and Management, Vol. 4, No.7, (2012).

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291

[26] Jelena Titko1 and Natalja Lace2, “Customer Satisfaction and Loyalty

In Latvian Retail Banking”, Economics and Management, (2010) 15.

[27] Kent Erikssona and Daniel Nilsson, “Determinants of the continued

use of self-service technology: The case of Internet banking”’,

Technovation, 27 (2007) 159–167.

[28] Karthikeyan G. and Mayilvaganan S, “Service Gap Analysis – A

Study With Reference to Public Sector Banks”, EXCEL International

Journal of Multidisciplinary Management Studies, Vol.1 Issue 3,

(December 2011).

[29] Lalita A. Manrai and Ajay K. Manrai, “A field study of customers’

switching behavior for bank services” Journal of Retailing and

Consumer Services, 14 (2007) 208–215.

[30] Manoranjan Dash, Prafulla Kumar Swain, Ganesh Prasad Das, Alaka

Samantaray and Dhruti Sundar Sahoo, “Consumers’ Perception

about Internet Banking: The Case of Odisha”, European Journal of

Social Sciences , Volume 30, Number 1 (2012)

[31] Mark Durkina, Deirdre Jenningsb, Gwyneth Mulhollandc and

Stephen Worthington, “Key influencers and inhibitors on adoption of

the Internet for banking”, Journal of Retailing and Consumer Services, 15

(2008) 348–357.

[32] Mishra U.S, Sahoo, K. K, Mishra S. and Patra S.K., “ServiceQuality

Assessment in Banking Industry of India: A Comparative Study

between Public and Private Sectors”, European Journal of Social

Sciences, Volume 16, Number4 (2010) pp 653.

[33] Naji D. Mualla, “Measuring Quality of Bank Services in Jordan: Gap

analysis”, International Journal of Business and Social Science, Vol. 2 No.

1; January 2011

[34] Peter K.C. Lee N, T.C. Edwin Cheng, Andy C.L.Yeung and Kee-hung Lai,

An Empirical Study of Transformational Leadership, Team Performance

and Service Quality in Retail Banks, Omega 39 (2011) 690–701

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292

[35] Parusuraman A, Zeithaml, V. A. and Berry L.L, “Service Quality: A

multiple item scale for measuring consumer perceptions of service

quality”, Journal of Retailing, 64 (1) (1988) 12-37.

[36] ReetiAgarwal A, SanjayRastogi B. and AnkitMehrotra R. Agarwal.

“Customers’perspectives regarding e-banking in an emerging

economy”, Journal of Retailing and Consumer Services, 16 (2009) 340–351.

[37] Riadh Ladhari, “Developing e-service quality scales: A literature

review”, Journal of Retailing and Consumer Services, 17 (2010) 464–477.

[38] Ragavan N. and Mageh R., “A Study on Service Quality Perspectives

and Customer Satisfaction in New Private Sector Banks”, Journal of

Business and Management, Volume 7, Issue 2 (Jan. - Feb. 2013).

[39] Sheetal B. Sachdev and Harsh V Varma, “Relative Importance of

Service Quality Dimensions” Journal of Service Research, Vol.4, No.1,

Apr.-Sep. 2004.

[40] Saraswathi S. “Perception of Customers on the Performance of The

Private Banks - A Study with SERVQUAL”, International Journal of

Management & Business Studies, Vol. 1, Issue 3, (September, 2011).

[41] Santhiyavalli G., “Customer’s perception of service quality of State

Bank of India - A Factor Analysis”, International Journal of Management

& Business Studies, Vol. 1, Issue 3, September 2011.

[42] Terrence H. Witkowski and Mary F. Wolfinbarger, “Comparative

service quality: German and American ratings across service

settings”, Journal of Business Research, 55 (2002) 875– 881.

[43] Tooraj Sadeghi and Atefeh Bemani, “Assessing the Quality of Bank

Services by Using the Gap Analysis Model”, Asian Journal of Business

Management Studies, 2 (1): 14-23, 2011.

[44] Umbas Krisnanto, “The Customers’ Determinant Factors of the Bank

Selection”, International Research Journal of Business Studies, Vol. IV

No. 01 (2011).

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293

[45] Vibhor Jain, Sonia Gupta and Smrita Jain, “Customer Perception on

Service Quality in Banking Sector: With Special Reference to Indian

Private Banks in Moradabad Region”, International Journal of Research

in Finance & Marketing, Volume 2, Issue 2, February, 2012.

[46] Vijay Gajera and Mehul Desai, “Measuring Service Quality in Retail

Banking Sector with Reference to Surat District”, Abhinav National

Monthly Refereed Journal of Research in Commerce & Management,

Volume No.2, Issue No.3

THESIS

[1] Jamunarani (2010), Service Quality of Kisan Credit Card – ‘A Customer

Centric Analysis’ unpublished Doctoral Dissertation submitted to

Annamalai Uuniversity.

[2] Palanisamy, C (2012), “Customer Relationship Management Practices of

the New Generation Private Banks in Cuddalore District” unpublished

Doctoral Dissertation submitted to Annamalai University.

[3] Ravichandran, S (2012), “Customers’ Perception towards E-banking

Services of the Commercial Banks in Cuddalore District” unpublished

Doctoral Dissertation submitted to Annamalai University

WEBSITES

https://www.canarabank.in

https://www.indianbank.in

https://www.sbi.co.in

https://www.iob.in

https://www.icicibank.com

https://www.kvb.co.in

https://www.lvbank.com

https://www.allbanks.org

http://www.bankingindiaupdate.com/rtgs.html

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APPENDIX I

QUESTIONNAIRE

Dear Sir/Madam

I am currently engaged in a study on “SERVICE QUALITY IN RETAIL BANKING – A

COMPRATIVE STUDY OF PUBLIC AND PRIVATE SECTOR BANKS IN CUDDALORE DISTRICT”.

In this connection I request you to read the following items carefully and answer

them .The answers you give will be held confidential and used purely for academic

purposes. Indicate your response by tick mark.

I. Personal Information:

1. Name : ………………………….….…........

2 Gender : Male [ ]

Female [ ]

3 Age : Below 20 [ ]

20 to 30 years [ ]

30 to 40 years [ ]

40 to 50 years [ ]

50 and above [ ]

4. Educational status : Up to SSLC [ ]

HSC [ ]

Graduation [ ]

Post graduation [ ]

Diploma and others [ ]

5. Monthly income (Rs.) : Below Rs. 10000 [ ]

Rs. 10000 to 20000 [ ]

Rs. 20000 to 30000 [ ]

Rs. 30000 to 40000 [ ]

Rs. 40000 and above [ ]

6. Marital Status : Single [ ]

Married [ ]

Widow and others [ ]

7. Occupation : Self employed [ ]

Salaried [ ]

Business [ ]

Housewife and Student [ ]

Retired [ ]

Agriculture and allied [ ]

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8. Area of Residing : Rural [ ]

Semi -urban [ ]

Urban

II Information relating to bank

9. Your bank

Public Sector Bank [ ]

Private Sector Bank [ ]

10. State your source of information Friends and relatives [ ]

Bank employees [ ]

Journals and magazines [ ]

Brochure [ ]

Newspaper , TV advertising and Internet

[ ]

Employer and colleagues [ ]

11. How long have you collected information for selection of bank?

Less than 2 weeks

2 weeks-1 month

More than one month

12. What type of accounts do you hold in this bank?

(Those who are having more than one account, kindly choose that account having frequent transactions)

Fixed Deposit A/c [ ]

Saving Bank A/c [ ]

Current A/c [ ]

Recurring Deposit A/c

Demat A/c

13. How long have you held account in this bank?

Below 3 years [ ]

3 to 5 years [ ]

5 years and above [ ]

14. Have you availed any loan from your bank?

Yes [ ]

No [ ]

15. If yes, state the type of loan availed

Housing Loan [ ]

Personal Loan [ ]

Business Loan [ ]

Jewel Loan [ ]

Vehicle Loan [ ]

Agricultural Loan [ ]

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III. State your level of importance for the following factors when you selecting a bank (Please put tick mark)

Sl.

No Factors

Highly

Important Important

Somewhat

important

Not very

important

Not at all

important

1. The interior designs are attractive and the bank is clean

2. Bank employees provide quality and variability of services at the promised time

3. Availability of locker facility

4. Competitive prices for products and services

5. Bank employees are consistently courteous

6. Availability of large number of branches with phone and internet banking

7. Bank employees are trustworthy

16. State your frequency of visit the bank:

Daily [ ]

Once in a week [ ]

2-3 times in a week

Once in a month

2-3 times in a month

Occasionally

17. What is your prime purpose for the visit of the bank?

Make Deposit [ ]

Cash withdraw [ ]

Avail loan [ ]

Repayment of loan [ ]

Fund transfer [ ]

Other [ ]

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8. The employees are aware of special product rates (Interest, CD, savings)

9. Granting loans at the lowest rate of interest

10. Comfortable lobby area and adequate parking space

11. The employees have knowledgeable about usage of new and contemporary technologies

12. The employees adapt well to handle peak customer traffic

13. Customers feel safe in their transactions

14. Bank provides error-free records

15. Availability of ATM in several convenient locations

16. Bank employees always will to help customers

17. Efficiency in its day-to-day operations

18. The bank performs a service exactly as promised.

19. Beforehand knowledge of customers’ needs and wants

20. Banks’ advertisements are effective

21. Not delay to respond to queries and wait times are satisfactory

22. Bank employees deal with customers in a caring fashion

23. Customers’ requests are handled promptly

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298

24. The banks considers customers’ wishes and needs

25. Appropriate communications to all customers

26. Convenient location and pleasant atmosphere of bank and its main branches

27. Ease of opening account and obtaining loans

28. Employees show sincere interest in solving customers’ complaints

29. Low service charges

30. Recommendations of friends and relatives

31. Bank working hours convenient to all customers

32. Employees give prompt service to customers

33. Paying highest interest rates on saving accounts

34. Bank employees have the customers’ best interest at heart

35. Bank employees give personal and individual attention

36. Bank’s reputation

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299

IV. State your level of satisfaction regarding the following service quality of your banker (Please put tick mark)

Sl.No Variables Highly

Satisfied Satisfied Dissatisfied

Highly

Dissatisfied

I Tangibility

1. The interior designs are attractive and the bank is clean

2. Availability large number of branches with phone and internet banking

3. Comfortable lobby area and adequate parking space

4. Availability of locker facility

5. Convenient location and Pleasant atmosphere of bank and its main branches

6. Availability of ATM in several convenient locations

7. Overall satisfaction on tangibility

II Reliability

8. Bank provides error-free records

9. Efficiency in its day-to-day operations

10. Bank employees provide quality and variability of services at the promised time

11. Ease of opening account and obtaining loans

12. Paying highest interest rates on saving accounts

13. Granting loans at the lowest rate of interest

14. The bank performs a service exactly as promised

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300

15. Overall satisfaction on reliability

III Empathy

16. Bank employees give personal and individual attention

17. Bank working hours convenient to all customers

18. Recommendations of friends and relatives

19. The bank considers customers’ wishes and needs

20. Low service charges

21. Bank’s reputation

22. Bank employees have the customers’ best interest at heart

23. Appropriate communication to all customers

24. Bank employees deal with customers in a carrying fashion

25. Overall satisfaction on empathy

IV Assurance

26. Bank employees are trustworthy

27. Beforehand knowledge of customers’ needs and wants

28. Banks’ advertisements are effective

29. Customers’ feel safe in their transactions

30. The employees have knowledge about usage of new and contemporary technologies

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31. The employees are aware of special product rates (interest, CD, savings)

32. Competitive prices for products and services

33. Bank employees are consistently courteous

34. Overall satisfaction on assurance

V Responsiveness

35. The employees give prompt service to customers

36. Customers requests are handled promptly

37. Bank employees always willing to help customers

38. Not delay to respond to queries and wait times are satisfactory

39. The employees adapt well to handle peak customer traffic

40. Employees show sincere interest in solving customers’ complaints

41. Overall satisfaction on responsiveness

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¹ º » ¹ ¼ ½ ¾ ¿ À Á ¾ Â ¿ Ã Ä ¾ Â Å Æ Ä Ç Á ¾ Â Å Ä È É Ç Å ¿ Ã Ê Ã Ë Ì Ã Í Å Ã ¾ Â Á Î É Â ¾ Â Ï À Ð À ¾ ¿ Ñ ¿ Ç Ê Ã À Ë Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò Ò ½ Ñ Ñ Ó Ô Ô Õ Ö × Ø Ø Ù Õ¹ ½ Æ É É Ñ Ú Û Ü Ý Þ ß à á â ã ä å æ å ç è à é ê ë ß âì í Ý î í ï ð ñ ð î Ý ð ò Ý ï ð è ó ï í î è ô õ ï ç ï ð õ ö ô Þ Ü õ æ Þ î í

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