gender differential paper IJCRB

ijcrb.webs.com
JUNE 2011
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS VOL 3, NO 2
asks, “Do you have an ATM? Whether the bank has Core Banking Solutions (CBS) and credit
card facility?”
CHANGING PERCEPETION OF THE CUSTOMER
1950s to 1960s- Serving the customer.
1960s to 1980s- Satisfying the customer
1980s to 1990s- Pleasing the Customer
1990s to 2000- Delighting the customer
2000 to 2005- Retaining the customer
Beyond 2005- Reaching out of new and young customer with tech-savvy products.
Functional services rendered by banks
The primary operations of banks include:
• Keeping money safe while also allowing withdrawals when needed
• Issuance of checkbooks so that bills can be paid and other kinds of payments can be
delivered by post
• Provide personal loans, commercial loans, and mortgage loans (typically loans to
purchase a home, property or business)
• Issuance of credit cards and processing of credit card transactions and billing
• Issuance of debit cards for use as a substitute for checks
• Allow financial transactions at branches or by using Automatic Teller Machines (ATMs)
• Provide wire transfers of funds and Electronic fund transfers between banks
• Facilitation of standing orders and direct debits, so payments for bills can be made
automatically
• Provide overdraft agreements for the temporary advancement of the Bank's own money
to meet monthly spending commitments of a customer in their current account.
• Provide Charge card advances of the Bank's own money for customers wishing to settle
credit advances monthly.
• Provide a check guaranteed by the Bank itself and prepaid by the customer, such as a
cashier's check or certified check.
• Notary service for financial and other documents
2. Review of Literature:
Aish et al., (2003) compared the bank selection decisions of the small business market across
UK and Egypt and the results advocated various similarities and provides evidence to suggest
that brand place major role in the bank selection decisions of the small businesses at both UK
and Egypt. The study rein forces the opinion that technical quality (quality of services itself) is
more important than functional quality ( quality of the service provider) in the bank selection
decisions more specifically both Egyptians and UK small business customers consider financial
items (fees, interest rates and credit availability) as the most important factors in bank selection
decision.
Devlin and Gerrard (2005) studied the relative importance of various choice criteria for main
and secondary banks. Results showed that relatively rudimentary factors such as locations,
recommendation and relationships were important choice criteria when choosing a right bank
though the same criteria were found to be strongly influential in choosing the secondary bank,
offering an incentive was also significantly more important in prompting the choice of secondary
bank service exception was found to be significantly more important for main bank as were low
fees and over draft charges.
COPY RIGHT © 2011 Institute of Interdisciplinary Business Research 1002