| Abstract [eng] |
Innovation promotes an organization to change, grow & thrive in accordance with the fluctuations within business environment, whether it is internal or external. Banking sector has also no exemption to this fact and in comparison to other sectors in the economy, banking sector has witnessed major transformation due to many innovations in products, processes, services, systems, mainly due to the influence of technology. These alterations caused due to influence of information technology made revolutions and banking become ubiquitous and easily accessible service ATM services, mobile banking, internet banking are some of the examples. Indian banking system has also benefited from this advent of technology and this research attempts to find whether these technologies have influenced customer service quality and increased customer satisfaction level. Quantitative methods were used as means of research methodology. A questionnaire was designed considering factors such as tangibility, responsiveness, responsibility, assurance and empathy focusing on bank’s overall services provided. The research was conducted at SBI Branch Kottayam, Kerala. It was found that customer service quality factors has a direct influence on service delivered leading to customer satisfaction and the study concluded that technological innovations which has been implemented with above service quality factors cause increase in customer satisfaction. |
