A Study on Customer Perception towards Value-Added Services Provided by Private Sector Banks in Coimbatore City

Abstract

Evolution of technology in banks is taking place at an enormous pace and it is only question of time before banks commit themselves on full-scale technology up gradation, aiding their growth and adding their competitive features. Banks  have been trying to adopt and to adjust themselves to improve their efficiencies in the changing social and economic environment.  The efficiency of a banking sector depends upon how best it can deliver services to its target customers or how far the expectations of customers are met. Any service to be provided to the customers can be differentiated by the service provider from the rest of the service providers if it posses some unique selling proposition. The customers compare the perceived service with the expected service. The customer perceives the service quality to be high if it is perfect on his expectation. This perception leads to customer satisfaction with the related service.  Hence, the present research will attempt to study customers' perception of quality of services, both transaction based and IT enabled in terms of its constituent factors in public sector, private sector and foreign banks. It is carried out by the researcher is an empirical study in nature, based on survey method. Descriptive Analysis, Analysis of Variance, Chi-Square Test are the statistical tools used in this study.  The data required for carrying out the present study were collected through random sampling technique using questionnaire and the data were processed and suggestions are given.