IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v14y2013i3p529-547.html
   My bibliography  Save this article

Customer Perception of Service Convenience: A Comparison between Public and New Private Sector Banks

Author

Listed:
  • Vinita Kaura

    (Vinita Kaura is Research Scholar, Faculty of Management Studies, Mody Institute of Technology and Science, Lakshmangarh, Rajasthan. E-mail: kaura2005@rediffmail.com)

  • Ch. S. Durga Prasad

    (Ch. S. Durga Prasad is Professor and Dean, Faculty of Management Studies, Mody Institute of Technology and Science, Lakshmangarh, Rajasthan. E-mail: dean.fms@mitsuniversity.ac.in)

  • Sourabh Sharma

    (Sourabh Sharma is Associate Professor, Faculty of Management Studies, Mody Institute of Technology and Science, Lakshmangarh, Rajasthan. E-mail: sourabh_sh22@rediffmail.com)

Abstract

This study examines the difference between public sector and new private sector banks with reference to service convenience dimensions; decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. A cross-sectional research on 445 retail banking customers through structured questionnaire is conducted. The population of the study is valued retail urban customers of the public and the new private sector banks in Rajasthan, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one IT based service. The results reveal that service convenience dimensions differ between public and new private sector banks. New private sector bank customers’ mean score is found more than public sector bank customers. This study has theoretical and practical contribution. From theoretical point of view, service convenience scale is used and validated in retail banking sector in Indian context. For bank professionals, this study explains the difference of service convenience between public and new private sector banks and opens door to improve service convenience.

Suggested Citation

  • Vinita Kaura & Ch. S. Durga Prasad & Sourabh Sharma, 2013. "Customer Perception of Service Convenience: A Comparison between Public and New Private Sector Banks," Global Business Review, International Management Institute, vol. 14(3), pages 529-547, September.
    • Handle: RePEc:sae:globus:v:14:y:2013:i:3:p:529-547
    DOI: 10.1177/0972150913496884
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150913496884
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150913496884?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2006. "Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions," Transportation Planning and Technology, Taylor & Francis Journals, vol. 29(5), pages 359-381, July.
    2. Piyush Kumar & Manohar U. Kalwani & Maqbool Dada, 1997. "The Impact of Waiting Time Guarantees on Customers' Waiting Experiences," Marketing Science, INFORMS, vol. 16(4), pages 295-314.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Arora, Swapan Deep & Mathur, Sameer, 2020. "Effect of airline choice and temporality on flight delays," Journal of Air Transport Management, Elsevier, vol. 86(C).
    2. Doll, Monika & Seebauer, Michael & Tonn, Maren, 2017. "Bargaining over waiting time in gain and loss framed ultimatum games," FAU Discussion Papers in Economics 15/2017, Friedrich-Alexander University Erlangen-Nuremberg, Institute for Economics.
    3. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    4. Pengfei Guo & Paul Zipkin, 2007. "Analysis and Comparison of Queues with Different Levels of Delay Information," Management Science, INFORMS, vol. 53(6), pages 962-970, June.
    5. Niu, Baozhuang & Li, Qiyang & Mu, Zihao & Chen, Lei & Ji, Ping, 2021. "Platform logistics or self-logistics? Restaurants’ cooperation with online food-delivery platform considering profitability and sustainability," International Journal of Production Economics, Elsevier, vol. 234(C).
    6. Heesup Han & Hyoungeun Moon & Antonio Ariza-Montes & Soyeun Lee, 2020. "Sensory/Health-Related and Convenience/Process Quality of Airline Meals and Traveler Loyalty," Sustainability, MDPI, vol. 12(3), pages 1-15, January.
    7. Oualid Jouini & Zeynep Akşin & Yves Dallery, 2011. "Call Centers with Delay Information: Models and Insights," Manufacturing & Service Operations Management, INFORMS, vol. 13(4), pages 534-548, October.
    8. Antonides, G. & Verhoef, P.C., 2000. "Consumer Perception and Evaluation of Waiting Time," ERIM Report Series Research in Management ERS-2000-35-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    9. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    10. Daniel Murphy, 2019. "Increasing clicks through advanced targeting: Applying the third-party seal model to airline advertising," Post-Print hal-02458480, HAL.
    11. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    12. Yimga, Jules, 2017. "Airline on-time performance and its effects on consumer choice behavior," Research in Transportation Economics, Elsevier, vol. 66(C), pages 12-25.
    13. Mamonov, Stanislav & Benbunan-Fich, Raquel, 2017. "Exploring factors affecting social e-commerce service adoption: The case of Facebook Gifts," International Journal of Information Management, Elsevier, vol. 37(6), pages 590-600.
    14. William Jen & Rungting Tu & Tim Lu, 2011. "Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers," Transportation, Springer, vol. 38(2), pages 321-342, March.
    15. Marlin W. Ulmer & Barrett W. Thomas, 2019. "Enough Waiting for the Cable Guy—Estimating Arrival Times for Service Vehicle Routing," Transportation Science, INFORMS, vol. 53(3), pages 897-916, May.
    16. Caroline Tahar, 2012. "La gestion des temps et des délais : un enjeu central dans les mairies," Working Papers hal-00725523, HAL.
    17. Nie, Winter, 2000. "Waiting: integrating social and psychological perspectives in operations management," Omega, Elsevier, vol. 28(6), pages 611-629, December.
    18. Dissakoon Chonsalasin & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Key Determinants of Airline Loyalty Modeling in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-17, May.
    19. Tianyang Huang, 2022. "What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers?," Sustainability, MDPI, vol. 14(23), pages 1-17, December.
    20. Kurtulmuşoğlu, Feride Bahar & Can, Gülin Feryal & Tolon, Metehan, 2016. "A voice in the skies: Listening to airline passenger preferences," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 130-137.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:14:y:2013:i:3:p:529-547. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.