NDLI: Impact of Business Process Re-Engineering in Commercial Banks on Customers A case study of State Bank of Hyderabad

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Impact of Business Process Re-Engineering in Commercial Banks on Customers A case study of State Bank of Hyderabad

Content Provider	Semantic Scholar
Author	Satyanarayana, S. V. Kavitha, N. V.
Copyright Year	2011
Abstract	The Nationalized Banks, with their social obligations, were having a large number of branches operating manually with a huge customer base. But then the presence of new private and foreign banks with their attractive products and service packages, the customers had several options. The products offered by these banks lured the customers away from the banks which did not offer them. This set a new trend in banking industry. Retaining the existing customer base and expanding the same became the order of the day. The competition among the banks became very intense. The leading banks, therefore, quickly shifted their focus by re-engineering their processes in providing prompt, efficient customer service and offering variety of hi-tech banking products/services. The paper makes an attempt to discuss the opinions of SBH customers on various relevant issues on Business process Re-Engineering at SBH and its impact on the customer satisfaction. The issues examined include how customers perceive the objectives of BPR in banks, time taken for various transactions before and after BPR, awareness and usage of BPR services provided by banks, satisfaction about the banking services after BPR, benefits of BPR at SBH, problems faced by the customers after BPR in the bank, impact of BPR on customers, employees and bank performance. The following conclusions are drawn after carefully examining the customer’s perceptions on impact of BPR at SBH .It is found that customers perceived “Better Customer Service”.The sample customers felt that the impact of BPR is more on customers than on bank performance or on their employees. On the whole there was a positive impact on customers due to BPR in commercial banks.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://cpmr.org.in/opinion/vol1/issue1/Articles/8.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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