NDLI: Business Process Re-Engineering As A Driver of Customer Satisfaction - A Study With Reference to Selected Indian Nationalised Banks

Content Provider	Vidyasagar University
Author	Gupta, Arindam Datta, Saroj Kumar
Abstract	Complexity and uncertainty of present business environment demands an organization to outperform its competitors in satisfying the consumers. Any exercise in reengineering, particularly in banking industry affects the customer satisfaction level. The paper gives a brief about an exploratory study of how implementation of BPR mainly through IT tools has affected the customer satisfaction levels in public sector banks. The study has been undertaken on State Bank of India and five other public sector banks. From the study it is found that re-engineering of the business process for the nationalized banks has affected the level of customer satisfaction in a strong and positive manner. In the present environment of new type of banking operations, banking through ATM, e-banking, etc. in contrary to the erstwhile branch banking are going to occupy the centre stage.
Starting Page	12
Ending Page	39
File Format	PDF
ISSN	09735917
Journal	Vidyasagar University Journal of Commerce
Volume Number	14
Language	English
Publisher	Vidyasagar University
Publisher Date	2009-01-01
Access Restriction	Open
Subject Keyword	Commerce Finance Strategic Management
Content Type	Text
Resource Type	Article
Subject	Business, Management and Accounting

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Business Process Re-Engineering As A Driver of Customer Satisfaction - A Study With Reference to Selected Indian Nationalised Banks