Quantative Determinants In Service Quality In Banks

NTITATIVE DETERMINANTS IN BANKING SERVICE QUAL

5 % a t th e A T M . N o w b ra n ch tra n sa ctio n s a re d o w n to 1 5 % , A

e te llin g u s th e y w a n t to ch a n g e . If th e ir b a n k d o e sn 't ch a n g

-K V Kamath

in an interview with Mckinsey in 2007

QUALITY –IS IT ESSENTIAL FOR BANKS? What is quality The quality -key in banking sector Quality training programmes Dimensions of service quality in banks 

ENSURING CUSTOMER SATISFACTION Determining what satisfy the customer Devising suitable quantitative determinants Continually measuring and improving these

parameters Seeking customer feedback  

DEVISING QUANTITATIVE PARAMETERS RETAIL BANKING

§ § § § § § § §

Accepting a cheque withdrawal Act of an account –opening request KYC Norms Update a passbook Issue a draft Answer the forex rates

ICICI BANK – AN EXAMPLE OF CUSTOMER SERVICE

er Service . I like to highlight another important thing - that it is sa

ervice provided . After repeated requests my complaint was finally hea ICI Bank " for coordinating with the bank and having the required docu ce in you .

Continue…… CORPORATE BANKING

§ Total time taken to process a loan application § Time required in disbursing a sanctioned facility § Time taken by the customer to access the correct person to the branch § Number of days taken at the corporate office to process a proposal

BANK OF BARODA –SME LOAN

OTHER DETERMINANTS ATM downtime % of complaints pertaining to attitude New innovation in ATM System down time Wrong debit –correction Card grievances redressal

THE OTHER TWO STEPS… Monitoring feedback

E A S U R IN G S E R V IC E Q U A LIT Y IN C O M P LA IN T S O F C U S T O M E R

Guidelines that could help a bank devise appropriate standards 

 Ensure that font-line staff is knowledgeable and can adequately

handle customer queries

 Ensure that staff is trained to handle all companies in a non-

confrontation list manner

 Encourage front-line staff, who are directly dealing with customers,

to suggest various quality improvement measures

 Ensure that ATM are working at all items  Ensure that  a helpline is available from the ATM centre  Ensure that feedback is regularly sought from customers and acted

upon suitably

 Let the customers know  at one time what documentation is required

to process loans

QUALITY AWARD ISO 9001/2 CERTIFICATION INDUSIND BANK – the first Indian commercial

bank to get for its ‘entire network of branches’ under the ISO 2000:2001 quality management system One of the first bank to go for RTGS system Pioneering in launching NET BANKING

THE FUTURE AHEAD……. Quality will be the only true differentiator Intangibility factor impact hardly on quality More technology framework 