A Study on the Customer Service Quality of Indian Oveseas Bank in Chennai City

Author(s)	Dr. V. Senthil Kumaran
Country	India
Abstract	The banking industry is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate, which lead to an unprecedented set of challenges. The banking is a customer oriented service industry. There has been a radical shift in the market power from banks to their customers. Customer service is a dynamic interactive process, which needs continuous improvement. With the advancement of information technology and communication system, the whole world has been reduced to a global village. The customers at the present juncture are well exposed to internet and satellite, T.V and so on. He is aware of the fact of service level available around the world and thus, expects the best from his bank. Customer service is not only a critical function, but becoming key posture for the business. It is the next most business strategy. The improved customer service will definitely increase the profitability. A bank can be said as customer oriented if its various organizational activities like organizational restructuring, staffing, and coordination are geared up to fulfill customers’ needs.
Keywords	Customer Satisfaction, Customer Needs, Customer Service, Service Quality
Field	Mathematics > Economy / Commerce
Published In	Volume 17, Issue 2, April-June 2026
Published On	2026-05-15

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