BUSINESS PROCESS RE-ENGINEERINGAS A DRIVER OF CUSTOMER SATISFACTION - A STUDY WITH REFERENCE TO SELECTED INDIAN NATIONALISED BANKS

Abstract

Complexity and uncertainty of present business environment demands an organization to outperform its competitors in satisfying the consumers. Any exercise in reengineering, particularly in banking industry affects the customer satisfaction level. The paper gives a brief about an exploratory study of how implementation of BPR mainly through IT tools has affected the customer satisfaction levels in public sector banks. The study has been undertaken on State Bank of India and five other public sector banks. From the study it is found that re-engineering of the business process for the nationalized banks has affected the level of customer satisfaction in a strong and positive manner. In the present environment of new type of banking operations, banking through ATM, e-banking, etc. in contrary to the erstwhile branch banking are going to occupy the centre stage.