Assessing Customer as a Key in Resource Management for Measuring Productivity of Financial Services-A Comparative Study of SBI & HDFC BANKS

By : D. Veerababu

Page No: 302-315

Abstract
The success or failure of an organisation is based upon the management of resources available to it, hence services rendered to the customers of a services-based unit plays a pivotal role in the existence of that unit. It becomes more crucial if the unit provides financial services. Financial services are the act of financial intermediaries to the households in a financial system, which involves different kinds of organisations that come together and work in synchronisation. These divergent organisations offer their expert opinion to cater the tapped or untapped market; by offering either the existing services or developing all together new services i.e. customised services for a specific set of potential customers. Organisations, for success in the market, mainly focus on men, material, and machines as resources for converting input into output. But technology has given the customers a tool to respond more aggressively towards the product and services offered; therefore, firms have to consider customers also as a new resource for themselves, especially in the service sector. The present study aims to assess customer as a key in resource management for the efficacy of financial services offered by SBI and HDFC Bank.

Authors :
Sebastian, T. Joseph : Sr. Assistant Professor, Sam Higginbottom University of Agriculture, Technology & Sciences.
Abhishek Janvier Frederick : Assistant Professor, Sam Higginbottom University of Agriculture, Technology & Sciences.
 

DOI: https://doi.org/10.32381/PROD.2020.61.03.5