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
