IMPACT OF BUSINESS PROCESSREENGINEERING IN BANKS ON CUSTOMER
SATISFACTIONWITH REFERENCE TO SMALL ENTERPRISES IN COIMBATORE
Thesis submitted to the Bharathiar Universityfor the award of the Degree of
DOCTOR OF PHILOSOPHYIN
MANAGEMENT
By
R. TAMILSELVI
Under the Supervision of
Dr. PONNAMMAL K. PANDIAN, Ph.D (Eco)
RATHNAVEL SUBRAMANIAM COLLEGE OFARTS & SCIENCE
(AUTONOMOUS)(APPROVED BY UGC & AICTE, AFFILIATED TO BHARATHIAR UNIVERSITY)
TRICHY ROAD, SULUR, COIMBATORE – 641 402TAMILNADU, INDIA.
JUNE 2012
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
i
CERTIFICATE
This is to certify that the thesis entitled, “IMPACT OF BUSINESS
PROCESS REENGINEERING IN BANKS ON CUSTOMER
SATISFACTION WITH REFERENCE TO SMALL ENTERPRISES IN
COIMBATORE”, submitted to the Bharathiar University, in partial fulfilment of
the requirements for the award of the Degree of DOCTOR OF PHILOSOPHY
IN MANAGEMENT, is a record of original research work done by
Ms. R. TAMILSELVI, during the period 2007-2012 of her research in the
Department of RVS Institute of Management Studies and Research at Rathnavel
Subramaniam College of Arts & Science, under my supervision and guidance and
the thesis has not formed the basis for the award of any Degree
/Diploma/Associateship/ Fellowship or other similar title to any candidate of any
University.
Signature of the Guide
Countersigned
Principal
Rathnavel Subramaniam College of Arts & Science
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
ii
DECLARATION
I, R. TAMILSELVI hereby declare that the thesis, entitled “IMPACT
OF BUSINESS PROCESS REENGINEERING IN BANKS ON CUSTOMER
SATISFACTION WITH REFERENCE TO SMALL ENTERPRISES IN
COIMBATORE”, submitted to the Bharathiar University, in partial fulfilment of
the requirements for the award of the Degree of DOCTOR OF PHILOSOPHY
IN MANAGEMENT, is a record of original and independent research work
done by me during 2007 – 2012 under the supervision and guidance of
Dr. PONNAMMAL K. PANDIAN, Director, RVS Institute of Management
Studies and Research at Rathnavel Subramaniam College of Arts & Science, and
it has not formed the basis for the award of any Degree /Diploma/Associateship/
Fellowship or other similar title to any candidate of any University.
Signature of the Candidate
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
iii
ACKNOWLEDGEMENT
If words are considered as symbols of approval and token of
acknowledgement, then let the words play the heralding role of expressing my
gratitude. I thank the Almighty for his abundant blessings showered on me that
sustained and helped me to complete the thesis successfully.
I take this opportunity to thank the Chairman Lion. Vijayashree
Dr. K. V. Kupuswamy, RVS Educational Institutions, Sulur, Coimbatore for
his blessings. I find no precise word to convey my sincere thanks to our Managing
Trustee Mr. K. Senthil Ganesh, RVS Educational Institutions, Sulur,
Coimbatore for his ardent support and noble patronage.
I express my sincere gratitude and heartfelt thanks to the Advisor General
Dr. H. Newman, and Secretary Dr. Mohamed Mubarak, RVS Educational
Institutions for their constant encouragement, magnanimity and support. It gives
me immense pleasure to take this opportunity to express my gratitude and thanks
to Dr. P. Thirunavukarasu, Principal RVS College of Arts & Science, Sulur,
Coimbatore for his continuous encouragement and blessings.
Beyond words is my gratitude and indebtedness to my research guide
Dr. Ponnammal K. Pandian, M.A., MBA., M. Phil., Ph.D (Eco), Director,
RVS Institute of Management Studies and Research, RVS College Arts &
Science, Coimbatore, for her valuable and meritorious research guidance and
supervision. I convey my sincere thanks adequately to her for all the trouble she
has taken since the onset of this research study. I heartily express my thankfulness
to her for the completion of this doctoral thesis.
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
iv
I express my sincere gratitude to Dr. P. Anu Valenteena, Director, AJK
College of Arts & Science, Coimbatore, for her forbearance, moral support, and
for generously giving me the benefit of her long experience and expertise.
My gratitude and indebtedness to Mr. Elangovan, Assistant Professor,
RVS Institute of Management Studies and Research, RVS College of Arts &
Science, Coimbatore, for his unstained co-operation, and willing help throughout
this doctoral study. My sincere thanks to Dr. Madhusudhanan, Director,
Department of Tamil for his continuous encouragement throughout my venture.
My sincere thanks to Mr. D. F. X Christopher, Director, School of Computer
Science and Dr. Sheila Jayaraj, Director, Department of English, RVS
College Arts & Science, Coimbatore for their invaluable and helpful
suggestions. I record my hearty gratitude to the faculty members of RVS College
of Arts and Science for their ready assistance and kind cooperation in the course
of my research work.
I express my sincere gratitude and thanks to Mr. M. Thyagarajan for
providing me valuable tips and information regarding banking operations during
the course of this, thesis moreover I thank Mr. A. Kalaiselvan, Lead Bank
Manager, Canara Bank, Coimbatore, for his readily providing me with the
required data.
I would like to extend my indebtedness to my real energizers my husband
M. Sabarinathan, and to my daughter S. Varneka and all other family members
for their abundant love, care and support rendered to me to smoothly ascend the
ladders of success.
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
v
My great felt thanks to all my well-wishers and friends for their assiduous
companionship and support. At the end, I would like to express my sincere thanks
to all those who have directly or indirectly assisted me in my research work.
Finally, it is my foremost duty to thank all my respondents, without whose
help this dissertation would not have been possible.
R. TAMILSELVI
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
vi
ABSTRACT
The banking scenario in India is at cross roads and is continuously
evolving, but the progress has been remarkable in recent years with the level of
competition increasing in the banking industry. Over the last decade, the concept
of Business Process Reengineering (BPR) has entered the industry mainstream in
many business houses and services.
BPR implies transforming processes that are part of a larger system in
order to enable organizations to empower themselves with contemporary
technologies, business solutions and innovations to ‘customize’ their business
processes. The entry of new players in India, including new private sector and
foreign banks with the added advantage of their established structure, advanced
technology and relatively strong asset portfolio, has jolted the public sector banks.
This is the root cause for the emergence of BPR in the Indian banking arena.
However, these issues raise the question whether BPR, aimed at customer service,
has really created customer satisfaction and that leads to the research question:
“Will modern banking facilities enabled by Business Process Re-
engineering influence the customer satisfaction among the Small
Enterprises?”
The study is designed to describe the characteristics of the variables of
interest and further to test the hypotheses to explain the nature of relationship of
the variables. A questionnaire-based survey was conducted among the small
enterprises of the selected banks. Percentage and chi-square analysis are used to
describe the variables. Regression and paired t-test are used to explore the
relationship between the variables.
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
vii
The objective of this research is to identify the factors of the reengineered
business process of the banks that are responsible for customer satisfaction. An
exploratory factor analysis of these factors reveals three dimensions. They are
transactional quality, procedural quality and customer service. These dimensions
were regressed on the customer satisfaction on the banking services and valid,
model was framed.
The study is proposed to identify the customer satisfaction in the banking
process transformed by the BPR. The survey among small enterprises measured
their perception on both traditional and modern banking facilities. The study
highlights the impact of BPR on banks and customer satisfaction. As the results of
the study are favorable to process changes, public sector banks and private sector
banks should radically transform their business process and pave way to adopt IT
to solve many persistent problems in banking process.
Please purchase PDF Split-Merge on www.verypdf.com to remove this watermark.
Top Related