Service Quality Perception in Banks Post Mergers and Acquisitions: An Empirical Study
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Abstract
Mergers and acquisitions in the Indian banking sector have become the order of the day. Ever-increasing competition has forced banks to deliver higher-quality services to customers. The entry of private sector and foreign banks, which offered better services than nationalized banks, compelled public sector banks to improve their service quality.
This paper presents an exploratory study conducted in Delhi with the objective of understanding the relationship between bank mergers and service quality perception. The study is based on personal interviews with 200 consumers and examines their perceptions of the impact of bank mergers and acquisitions on the expected change in the quality of banking services.
The study emphasizes and analyzes the relationship between consumers’ demographic characteristics (gender, ethnicity, education, and income) and their service quality perception of bank mergers and acquisitions in the Indian context. The survey results reveal that there is an insignificant relationship between bank mergers and customer perception based on demographic characteristics.
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