Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India
International audience Retail branch banking is one of the key business segments for banking industry. With recent changes like demonetization and digitization banking industry in India has undergone major changes. Rising consumer demands and stiff competition has resulted in product and service qua...
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ftunivnantes:oai:HAL:hal-02337651v1 2023-05-15T16:49:15+02:00 Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India Gupta, Bhumika Ranjan, Jayanthi Kadam, Saurabh Département Management, Marketing et Stratégie (MMS) Télécom Ecole de Management (TEM)-Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Business School (IMT-BS) Institut Mines-Télécom Paris (IMT) Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) (LITEM) Université d'Évry-Val-d'Essonne (UEVE)-Institut Mines-Télécom Business School (IMT-BS) Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Paris (IMT) Institute of Management Technology Ghaziabad (IMT) LITEM-IMO Reykjavík, Iceland 2018-06-19 https://hal.science/hal-02337651 en eng HAL CCSD hal-02337651 https://hal.science/hal-02337651 Proceedings EURAM 2018 : European Academy of Management Conférence EURAM 2018 : European Academy of Management Conférence https://hal.science/hal-02337651 EURAM 2018 : European Academy of Management Conférence, Jun 2018, Reykjavík, Iceland [SHS.GESTION]Humanities and Social Sciences/Business administration info:eu-repo/semantics/conferenceObject Conference papers 2018 ftunivnantes 2023-03-01T04:11:41Z International audience Retail branch banking is one of the key business segments for banking industry. With recent changes like demonetization and digitization banking industry in India has undergone major changes. Rising consumer demands and stiff competition has resulted in product and service quality offerings of banks. There are various factors which determine the customer satisfaction level and service quality in retail branch banking. Small and medium enterprises in India are growing at a substantial rate. They are the potential key customers for the banking industry. The present study consists of the factors which small and medium enterprises consider while choosing the bank. It also analyses the major pain points small and medium enterprises face while dealing with the banks. Conference Object Iceland Reykjavík Reykjavík Université de Nantes: HAL-UNIV-NANTES Reykjavík |
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[SHS.GESTION]Humanities and Social Sciences/Business administration |
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[SHS.GESTION]Humanities and Social Sciences/Business administration Gupta, Bhumika Ranjan, Jayanthi Kadam, Saurabh Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
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[SHS.GESTION]Humanities and Social Sciences/Business administration |
description |
International audience Retail branch banking is one of the key business segments for banking industry. With recent changes like demonetization and digitization banking industry in India has undergone major changes. Rising consumer demands and stiff competition has resulted in product and service quality offerings of banks. There are various factors which determine the customer satisfaction level and service quality in retail branch banking. Small and medium enterprises in India are growing at a substantial rate. They are the potential key customers for the banking industry. The present study consists of the factors which small and medium enterprises consider while choosing the bank. It also analyses the major pain points small and medium enterprises face while dealing with the banks. |
author2 |
Département Management, Marketing et Stratégie (MMS) Télécom Ecole de Management (TEM)-Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Business School (IMT-BS) Institut Mines-Télécom Paris (IMT) Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) (LITEM) Université d'Évry-Val-d'Essonne (UEVE)-Institut Mines-Télécom Business School (IMT-BS) Institut Mines-Télécom Paris (IMT)-Institut Mines-Télécom Paris (IMT) Institute of Management Technology Ghaziabad (IMT) LITEM-IMO |
format |
Conference Object |
author |
Gupta, Bhumika Ranjan, Jayanthi Kadam, Saurabh |
author_facet |
Gupta, Bhumika Ranjan, Jayanthi Kadam, Saurabh |
author_sort |
Gupta, Bhumika |
title |
Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
title_short |
Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
title_full |
Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
title_fullStr |
Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
title_full_unstemmed |
Retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in India |
title_sort |
retail branch banking : customer satisfaction and service quality analysis of small and medium enterprises in india |
publisher |
HAL CCSD |
publishDate |
2018 |
url |
https://hal.science/hal-02337651 |
op_coverage |
Reykjavík, Iceland |
geographic |
Reykjavík |
geographic_facet |
Reykjavík |
genre |
Iceland Reykjavík Reykjavík |
genre_facet |
Iceland Reykjavík Reykjavík |
op_source |
Proceedings EURAM 2018 : European Academy of Management Conférence EURAM 2018 : European Academy of Management Conférence https://hal.science/hal-02337651 EURAM 2018 : European Academy of Management Conférence, Jun 2018, Reykjavík, Iceland |
op_relation |
hal-02337651 https://hal.science/hal-02337651 |
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1766039413525053440 |