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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
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    References listed on IDEAS

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    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.
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