OPERATIONAL EFFICIENCY CUSTOMER AND EMPLOYEE SATISFACTION OF INDIAN COMMERCIAL BANKS

The banking sector in India has undergone remarkable changes since the nationalisation of 14 major commercial banks in 1969. The geographical and functional coverage of banks has surged at a rate that is unprecedented in the world. Similarly, service rendered by banks witnessed major changes after the liberalisation of the financial sector carried out from the early 1990s. The banking system has now transferred itself into a vibrant financial service sector with many innovative and technology-driven services at the end. A diverse range of studies has been conducted by the researchers for measuring the performance of the banks. However, traditional systems of performance evaluation have been typically based on financial views which are incomplete in evaluating the overall performance of the banks. Non-financial criteria like customer’s satisfaction and employee’s satisfaction can be necessary for the strategic success of any bank. In this context, this book puts forth a comprehensive model proposal for the performance evaluation of the banking system which measures the performance of banks by using financial and non-financial performance criteria.