Abstract
The Indian banking industry has been criticised for its growing indifference towards customer concerns. This criticism has been particularly pronounced after the nationalization of banks in 1969. The question, therefore, is one of examining whether customer service in the banking industry is really deteriorating.
In this article, Biswa N Bhattacharyay investigates this question using data from two field surveys conducted by the National Institute of Bank Management in 1974 and 1984. He comes to the conclusion that an unqualified assertion that customer services have deteriorated in the banking industry in the post nationalization phase is empirically untenable.
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