01-12-2012, 04:13 PM
INDIAN SERVICE SECTOR : A CASE STUDY OF BANKING SECTOR
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ABSTRACT
The banking sector is one of the biggest service sector in India and nowdays is in a way to attract
the biggest market of Asia in investment. The banking sector today is focusing on how to provide
efficient services to its customers. The Indian Banking System consisting of various public and
private sector financial institutions whose objective is serving the people for their financial and
economic needs. This paper entitled Indian Service Sector A case study of banking sector,
emphasizes on the customer service provided by the banks.
INTRODUCTION
It emphasizes on a very important
factor that the success of any financial
institution (bank) depends upon the
service delivery of the products offered and
the satisfaction of the customers. It also
covers the various quantitative products
offered to the customers for their
maximum retention and tells that the
products and services should alongwith
being quantitative be qualitative. The
study reveals that during recent times
there has been a quantitative expansion of
banking services but qualitatively the
scenario has been far from satisfactory.
The qualitative improvement provides
upthrust in the success of the banking
industry and is the need of the hour in
todays era of cut throat competition and to
provide customer satisfaction.
INDIAN BANKING SYSTEM
The resources of the financial systems
are held by financial institutions in trust
and have to be deployed for the maximum
benefit of their owners viz. depositors
and investors. The safety of their funds
should be the primary concern of banks
and regulatory authorities and hence
ensuring solvency, health and efficiency of
the institutions should therefore be central
to effective financial reforms.
More than three decades have passed
since Mrs. Indira Gandhi nationalized the
banks. The last decades witnessed the
maturity of Indias Financial Market. Since
1991, Government of India has been
taking various steps in reforming the
financial sector of the country. Almost 80%
of the business is still controlled by Public
Sector Banks (PSB). PSBs are still
dominating the commercial banking
system. Shares of leading PSBs are listed
on the stock exchange with private sector
banks.