African Journal of
Business Management

  • Abbreviation: Afr. J. Bus. Manage.
  • Language: English
  • ISSN: 1993-8233
  • DOI: 10.5897/AJBM
  • Start Year: 2007
  • Published Articles: 4023

Full Length Research Paper

Customers’ perception about value added services rendered by banks

Mahalakshmi V1*, M. G. Saravanaraj2 and Umarani T. S3
1Department of Management Studies, J.J. College of Engineering and Technology, Tiruchirappalli, Tamil Nadu, India. 2Department of Management Studies, Muthayammal Engineering College, Rasipuram, Namakkal, India. 3Department of Management Studies, Indra Ganesan College of Engineering, Tiruchirappalli, Tamil Nadu, India.    
Email: [email protected]

  •  Accepted: 05 July 2013
  •  Published: 07 August 2013

Abstract

The research is focused on customers’ perception about augmented services rendered by the banks, namely, ATM Facilities, Debit card facilities, Credit card facilities, Mobile Banking and Internet banking facilities. How the customers have accepted these facilities, to what extent they are using these facilities and how to improve the usage rate were the main focus of research area in this study. The author conducted a literature search on augmented services rendered by the banks and interviewed 150 customers. The study also focused on various factors that influence the selection of a bank. Analysis was made by using various tools like Ranking, Mann-Whitney Test, Inter-correlation and Multiple regression. This research was carried out to validate the conceptual model of customers’ perception about augmented services provided by the banks. The causes were identified and researched through correcting the causative factors so that the value added services provided by the banks can be used by more people. This will help the banking operations to be more cost effective. The result showed that there exists a relationship between the value added services rendered by the banks.

 

Key words: Customers’ perception, ATM Facilities, Debit card facilities, Credit card facilities, Mobile Banking and Internet banking facilities.

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