Litreature review on banking

Literature review on information technology in banking sector

These banks have existed in the market for a longer period than the private sector banks. The study was conducted to ascertain service quality variations across selected banks by demographic variations and to measure the customer satisfaction in selected public and private sector banks by analyzing the gap between expectations and their perceptions of banking services. The two, worldwide and within South Africa, commissions that deal with competition have efficaciously indicted cartels in the banking industry. Statement of Problem Extensive research has been done by eminent scholars, academicians and practitioners on service quality in the banking industry. Afsar, et al. The study also suggests some recommendations to minimize this gap. The perception of male and female customers varied significantly for the overall service quality and its dimensions — reliability, responsiveness, assurance and empathy. In order to advance research in m-banking, future research should consider other theories uncovered in our findings.

Castellanos, Gustavo A. Registered: Abstract Two of the key components in the fight against poverty are availability of financial services and competition. Therefore, this proposes a co-relationship between finance and competition in the area of banking.

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Hence this research study was undertaken. The authors expect that this review will be of benefit to anyone interested in m-banking research and that it will help to stimulate further interest.

literature review on financial services

Dhandabani, Examined the nature of linkage between service quality and customer loyalty in Indian retail banking. The customers trust the public sector banks.

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While competition improves markets, enables growth and productivity and also promotes innovation, access to financial services enables the poor people to save, and access other facilities such as insurance and credit giving them a chance too to contribute towards economic growth and even their consumption. Hence this research study was undertaken. The study examines to learn and understand the customer perception regarding service quality and understand the different dimension of service quality in banks. Suggested Citation Khaldoun M. The purpose of this paper is to focus on analysing and synthesising existing studies and make recommendations to researchers and practitioners. Considering several m-banking definitions, the authors propose a new, broader definition that takes into account the technological changes that have occurred over time. Afsar, et al. Mukta Dewan and Dr. This report aimed to determine the quality of services offered by Sepah Bank, and also to study the relationship between the service quality, satisfaction and loyalty. Pssst… we can write an original essay just for you. Sonia Gupta and Smrita Jain studied customer perception of service quality in banking sector with special reference to India private banks. They opined that a lot of competitive factors in the form of substitutes are forcing bankers to explore the importance of customer loyalty. This paper explores the literature connected to this relationship.

Your time is important. Rupa Rathee,studied the service quality gaps in banks after nationalization of commercial banks.

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The perception of male and female customers varied significantly for the overall service quality and its dimensions — reliability, responsiveness, assurance and empathy. It becomes imperative for the private sector banks to train their employees to treat the customers with empathy. Publication date: 2 October Abstract Purpose Most empirical studies of m-banking seek to understand the factors and motivations that influence the adoption or behaviour intention. The study of found that banks have more concentration on the tangible factor like a computerization, physical facilities, etc. Dhandabani, Examined the nature of linkage between service quality and customer loyalty in Indian retail banking. The study concludes that in four dimensions like reliability, empathy, tangibility, assurance, the gap between perceptions and expectations is significant except responsiveness where it is insignificant means banks do not extent that level of services which will satisfy the customers expectations. Considering several m-banking definitions, the authors propose a new, broader definition that takes into account the technological changes that have occurred over time. Gap analysis was applied to find the gaps between expected and performed service in private banks to find the difference between male and female perception and expectation. All these studies have concentrated on urban areas only. Furthermore, with competition, finance becomes cheaper, further increasing accessibility of financial services. Castellanos, Gustavo A. Suggested Citation Khaldoun M. It concluded that the highest gap was found in the dimension of reliability and empathy and suggested that the banks have to reduce this gap giving individual personal attention to understand customer specific needs.

He found that customer satisfaction is significantly and positively related with customer loyalty and customer satisfaction is an important mediator between service quality and customer loyalty. Al-Qaisi, The study encompasses the service quality of all the banks i.

Get your price writers online It is relevant to refer briefly to the previous studies and research in the related areas of the subject to find out and to fill up the research gaps.

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