Affiliation:
1. Gangadhar Meher University, India
Abstract
Customers prefer a bank that can be easily accessed from the point of view of the location, staff coordination, service delivery, etc. In this context, the present study tries the factors stimulating ease of access to banks by customers. The study also focuses to assess the relationship of personal interest of staff, coordinated approach of staff, and customer support approach with prompt service delivery to customers. Data has been collected through scheduled questionnaires from SBI customers. The study is confined to the western part of Odisha, India. Exploratory factor analysis, multiple linear regression, and canonical correlation have been applied for data analysis. It is found that service quality, staff behaviour, and gender have a significant impact on the ease of access to the bank. It is also revealed that the personal interest of staff and coordinated approach of staff have a significant relationship with prompt service to customers. The findings of this research work will be helpful to banks to revamp their strategy for long-term endurance.
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