MBA Journals Peer-reviewed management research from Consortium e-Learning Network

NOLEGEIN Journal of Operations Research & Management

Assessing Perception Towards Post-Merger Service Quality and Its Effect on Customer Satisfaction in Indian PSB's

  1. Devaraju N
  2. Prathap B N

Abstract

Recent changes and trends in public sector banks have affected their clients and stakeholders. The changes and advancements, which include the mergers of numerous PSBs, technology upgrades, and changes in management, have left the public with an unsolved question of the perception of these changes by customers and stakeholders. This study investigates how customers perceive the quality of service in consolidated public sector banks and the subsequent impact on their satisfaction levels. Amidst the consolidation process in the banking sector, understanding customer perspectives on service quality becomes paramount for ensuring sustained satisfaction. The study aims to reveal the critical factors influencing customer perception and satisfaction, thereby aiding banks in crafting strategies to meet evolving customer expectations effectively. The outcomes of this research may help banking institutions in optimizing service delivery and enhancing overall customer satisfaction. In the context of combined public sector banks, this study aims to identify the crucial factors influencing customer satisfaction through a thorough investigation. Banking organizations hoping to improve their service delivery systems and better match them with consumer expectations can find great direction from the research findings. In addition to preserving client loyalty, knowing customer opinions regarding service quality is crucial for public sector banks to be stable and successful over the long run in the highly competitive financial market.
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