Since 2014
Enhancing customer service in Commercial Banks in India using the Balanced Scorecard technique
The International Journal of Latest Trends in Finance and Economic Sciences
View Archive Info| Field | Value | |
| Title |
Enhancing customer service in Commercial Banks in India using the Balanced Scorecard technique
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| Creator |
S, Visalakshi; Asst. Professor – Senior Scale, Manipal Academy of Banking, Chokkanahalli, Bangalore, India R, Kasilingam; Associate Professor, Department of Management Studies, Pondicherry University, Pondicherry. India |
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| Subject |
Marketing Intelligence applied in Banking Service
customer satisfaction, service quality, internal process, product innovation, balanced scorecard |
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| Description |
In today’s competitive environment, customer satisfaction has become a cornerstone for gauging bank performance and profitability. The banking environment is becoming more and more competitive and banks are striving to bring about a competitive edge in their marketing efforts to surge ahead in competition. The customer has become an important source of business and profits for the banks. In order to remain competitive and profitable, banks are making efforts to increase their customer base by developing strong relationships with their customers and by offering efficient services. Business processes are important because they have a great impact on customer satisfaction. The study concludes that focusing on process improvements will help the bank to maintain a competitive edge in the market by satisfying the customer needs efficiently. Improvements in the quality of product, innovations in products and sound risk management and compliance procedures will add to the satisfaction levels of the customer.
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| Publisher |
International Journal of Latest Trends in Finance and Economic Sciences
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| Contributor |
Pondicherry University, India
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| Date |
2018-09-11
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| Type |
—
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| Format |
application/pdf
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| Identifier |
http://ojs.excelingtech.co.uk/index.php/IJLTFES/article/view/VK
10.2047/ijltfesvol7iss2-1336-1343 |
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| Source |
International Journal of Latest Trends in Finance and Economic Sciences; Vol 7, No 2 (2017): December; 1336-1343
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| Language |
en
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| Rights |
The copyright of the contribution is transferred to IJLTFES in case of acceptance. The copyright transfer covers the exclusive right to reproduce and distribute the contribution, including reprints, translations, photographic reproductions, microform, electronic form, or any other reproductions of similar nature. The Author may publish his/her contribution on his/her personal Web page provided that he/she creates a link to the mentioned volume of IJLTFES. The Author may not publish his/her contribution anywhere else without the prior written permission of the publisher unless it has been changed substantially. The Author warrants that his/her contribution is original, except for such excerpts from copyrighted works as may be included with the permission of the copyright holder and author thereof, that it contains no libellous statements, and does not infringe on any copyright, trademark, patent, statutory right, or propriety right of others. The Author also agrees for and accepts responsibility for releasing this material on behalf of any and all co-authors.
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