A Study On Customers Service Among Tamilnadu Mercantile Bank in Erode Branch
A Study On Customers Service Among Tamilnadu Mercantile Bank in Erode Branch
A Study On Customers Service Among Tamilnadu Mercantile Bank in Erode Branch
ABSTRACT : The Financial institution specially banking industry is one of the areas where many public, private & foreign banks are operating
their businesses to different customers in every nuke of the country. This study is undertaking the customer service towards Tamilnadu
Mercantile bank at Erode. Banking is considered to be nerve center of trade, commerce and business in a country .It plays a vital role in
distributing the money for the development of trade, industry and commerce. Therefore we may say that banking is life blood of the modern
commerce. A banker is not only dealers money but also leaders in economic development of a country. The fundamental aspects of banking i.e.
trust and the confidence of the people on institution remain same. The majority of banks are still successful in keeping with the confidence of the
customer even though the main problems of the customer are not well aware of the service provided by their bank. Financial institution specially
banking industry is one of areas where many public, private & foreign banks are operating their businesses to different customers in every nuke
of the country. In the process to attract customers these banks are providing highest level of service quality to satisfy the varying needs of
today„s customers, but service quality is not alone sufficient trust among the customers is another important factor which is a predictor of
consumer service.
Keywords:Tamilnadu Mercantile Bank Customer Service in the Trade Commerce
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International Journal on Future Revolution in Computer Science & Communication Engineering ISSN: 2454-4248
Volume: 4 Issue: 9 117 – 121
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being “strongly agree”. The qualitative data converted into LIMITION OF THE STUDY
quantitative and then details analysis. Completing this research paper was not that easy. There
were certain limitations that we had to face. These are
ii) Sample discussed below:
The study limited to customers of public, private, 1. The Study was based in Erode district only. If we
foreign banks which are located in Erode. Convenience is could have gathered responses from the
random sampling method has been adopted to select respondents from outside Erode district then our
customers from bank. Sample constituted total two hundred results would have been more accurate.
of customers equally in male and female, aged 18 above, 2. The sample size for our research was small where
were requested to fill the questionnaire. only 55% of the customers responded to the
questionnaire.
Reliability and Validity 3. Customers did not show interest in the filling of
Reliability measurement is established by testing questionnaire. It took a lot of effort convince them
for the both consistency and stability. Cronbach alpha has to fill the questionnaire.
been employed to evaluate the reliability scale construct, 4. The study is limited to the study of expectation and
dimension of each construct and to ensure that the data perceptions of customers having an account in
collected is reliable. The Cronbach Alpha is calculated to TMB.
measure the reliability of the five dimensions, Reliability,
Responsiveness, Assurance, Empathy and Tangibility. REVIEW OF LITRATURE
Tooraj and Atefeh(2011) Investigated
INTERPRETATION OF THE RESULT:
customers‟understanding and five dimensions of services
Finally results that emerged from the study was
quality and their relationship with customers‟
analyzed and interpreted and suitable conclusions were
understanding of service quality. It was concluded after
drawn from those results.
determining desirable services from standpoints of the
STATISTICAL TOOLS USED customers (investigating customers‟ expectations) and its
Simple Percentage Analysis effective factors and also the examination of the current
Chi –Square test. status of services quality (customers‟ understandings) that
responses to customers‟ expectations in all of the branches
Simple Percentage Analysis under investigation and the understood services quality
The percentage method is a used for comparing have been always more than service quality expected by
certain feature. The data collected represented in the form of the customers. The method used in the this research is
tables and graphs in order to give effective visualization of cohesion or cooperation method for which a questionnaire
comparison made. was prepared and distributed among the customers.
Sample Percentage = Actual population / Sample
Karthikeyan and Mayilvaganan(2011) In their study
size X 100
stated that banks cannot exist without customers. In service
sector like bank, customer service should not only be a
Chi – Square Analysis test
critical function, but a way of life also. Customer
It is useful to determine the sign can‟t relationship
satisfaction should be the focal point. That alone serves the
between the two variables
banks‟ objective of maximization of profit. It is obvious that
The formula is used for chi-square test.
bank cannot think of makingthe profit without customers. A
chi-square = (o-e)2/e
customer assesses the quality of service delivery and the
where, -> Observed frequencye
output delivery after a service is rendered. There is always
e -> Expected frequency
bound to be a gap between the quality of service which is
Expected frequency is calculated as follows
expected and the quality of service that is rendered.
Row total X column total
Expected value = Parasuram, Zeithaml andBerry have identified five
Grand total
Degree of freedom =(r-1) X(c-1) dimensions of service quality: Tangibles,Reliability,
Where, Responsiveness, Assurance and Empathy. They assessed the
R-Number of rows quality of service delivery and identified service gap to offer
C -Number of columns. suggestions for the purpose of minimizing service gap.
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IJFRCSCE | September 2018, Available @ http://www.ijfrcsce.org
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International Journal on Future Revolution in Computer Science & Communication Engineering ISSN: 2454-4248
Volume: 4 Issue: 9 117 – 121
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Indian Foreign Banks in Tamil Nadu. Customer satisfaction Most probably banks will be located in city or
was evaluated by the applying Gap Model of service quality down side. The customer who belongs to rural Side
proposed by Parasuraman, Zeithaml and Berry. A survey may suffer lot in banking services.
using is structuredquestionnaire was conducted among 275 If there was some problems occure in money
customers in Tamil Nadu, India, to measure the five gaps transaction the solution to the problem will be
proposed by the model. The differences between perceived delayed by them. The bankers must provide the
quality and the services provided were analyzed with customers will the addicted facility needed to them
parameters such as Need Analysis, Service Features, in the problem of transaction.
Infrastructure and Behavior of Bank personnel. After The bank should provide good environment in
analyzing each factor on Customer Satisfaction parameters, order to face number of customer like head branch
most important one was inferred. Service gap can be useful all sub branch need same facility.
framework in assessing quality of care and product offerings If the bank introduced new bank scheme and policy
provided to the customers. in the notice board should display in front of the
bank.
BANKING IN INDIA It is suggested that the facilities provided ATM like
Banking in India, in the modern sense, originated online banking, mobile banking and internet
in the last decades of the 18th century. Among the first banking, money transfer and all the drosits. So the
banks were Bank of Hindustan, which was established in banker to reduce the rush during working hours in
1770 and liquidated in 1829–32; and the General Bank of bank.
India, established in 1786 but failed in 1791.
The largest bank, and oldest still in existence, is the IV. CONCLUSION
State Bank of India (S.B.I). It is originated as the Bank of The present study identified, responsiveness,
Calcutta in June 1806. In 1809 it was renamed as the Bank reliability, and empathy is the most important dimensions of
of Bengal. This was one of the three banks funded by a services having stronger impact on service quality.This
presidency government, other two were the Bank of study identified that customer service quality satisfaction
Bombay and the Bank of Madras. The three banks were varies with categorical variables like, income, occupation
merged in 1921 to form Imperial Bank of India, which upon and Customer‟s bank. However customer service quality
India's independence, became the State Bank of India in satisfaction does not vary with age gender and Educational
1955. For many years the presidency banks had actas quasi- Level, The tangibility dimension (Location, Employees
central banks, as did their successors, until the Reserve Bank dressing, Printed materials, Availability of equipment &
of India was established in 1935, under the Reserve Bank of visually appealing layout) holds a least Seroquel gap
India Act, 1934. between the customers‟ expectations and perceptions. It is
In 1960 State Banks of India was given control of very obvious that, the gap between the customers‟
eight state-associated banks under the State Bank of India expectations and perceptions on the responsiveness
(Subsidiary Banks) Act, 1959. These are now called its dimension (Customer support, less waiting time, ease of
associate banks.In 1969 the Indian government nationalized location and quick response) is the highest. This show all the
14 major private banks. In 1980, 6 more private banks were dimensions of service quality, banks are lagging behind in
nationalized. These nationalized banks are the majority of being responsive to customer requirements. However, the
lenders in the Indian economy. Dominate the banking sector gap scores on reliability, assurance and empathy dimensions
because of their large size and widespread networks. seem to be more or less the same. It is advisable that the
banks should focus more on “Responsiveness” dimension to
SUGGESTION win customers. Banks also have to look into aspects like
Bank must give to have motivated all age groups to reliability empathy and assurance in delivering their
select cards for their personal use to make payment services. Banks have created enough tangible cues into
in the shop. impress upon the customers.
Online transaction/ net banking must be simplified
because lot of procedures led them to confuse. If it REFERENCES
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cards.
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IJFRCSCE | September 2018, Available @ http://www.ijfrcsce.org
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International Journal on Future Revolution in Computer Science & Communication Engineering ISSN: 2454-4248
Volume: 4 Issue: 9 117 – 121
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[2]. Grönroos, C. “A service quality model and itis marketing
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