• 유통과학연구
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• 제11권3호
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• pp.31-37
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• 2013

Purpose - The present research has been undertaken to examine the Customer Relationship Management (CRM) strategies adopted by public and private sector banks in India. The initial part of research helps to identify the factors of overall satisfaction of customers. The study also tries to identify the key determinants of CRM of Indian banking. Research design, data, methodology - The present research uses a self-structured questionnaire having a reliability score of 0.817 to elicit responses from customers in New Delhi and surrounding areas in India to examine the CRM used by public and private sector banks for enhancing customer satisfaction. The scale had 32 questions covering customer perceptions related to overall satisfaction and factors contributing to CRM. Results - The results highlight that overall satisfaction comprises of two factors namely personalised Services; and reliability and dependability. The determinants of CRM as identified through survey are: Speed, safety and security; Employee CRM; on time services; customer targeting; and friendly and helpful staff. The results also highlight that safety and security was preferred to other factors by the respondents. Conclusions - The findings of this study show that in terms of performance private sector banks fared better in providing CRM services than public sector banks.

• The Journal of Asian Finance, Economics and Business
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• 제7권11호
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• pp.1113-1122
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• 2020

The purpose of this study is to examine how the Indian banks have adjusted their risk-based capital ratios during 2009-2018 to meet the regulatory requirements. Banks can, in principle, increase their risk-based regulatory capital ratio, either by increasing their levels of regulatory capital or by shrinking their risk-weighted assets by adjusting asset growth or risk in the portfolio. We investigate banks' capital behavior by decomposing the change in the capital ratio into the contribution of its components and analyzing their variance across regulatory regimes and banks' ownerships. We further investigate how each component of the capital ratio is adjusted by the banks by breaking down them into balance sheet items. We find that the banks' capital behavior significantly differed between public and private sector banks and between the two regulatory regimes. During Basel II, banks, in general, followed a strategy of aggressive asset growth with increased risk-taking. The decline in the CRAR because of such an expansionary strategy was adjusted by augmenting additional capital. However, during Basel III, due to higher capital requirements, both in terms of quantity and quality, banks followed a strategy of cutting back their asset growth and reducing the risk in their portfolio to maintain their CRAR.

• The Journal of Asian Finance, Economics and Business
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• 제10권2호
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• pp.153-161
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• 2023

This study's principal goal is to find the interrelation between transparency & disclosure (TD) and the healthcare sector's firm valuation (FV). The paper uses the market-to-book (MTB) ratio and market capitalization as proxies, where sales measure act as a control variable. Dynamic panel data regression (PD) is the method applied for analyzing data. Data pertains to 10 healthcare companies gathered over five years (2016-2020). Results imply that TD has a negative and significant influence on the FV, where market capitalization acts as a proxy for valuation. This association indicates that a greater degree of TD diminishes FV. TD is also reported to have a negative and insignificant association with MTB. Therefore, TD does not influence FV. The findings of this paper have significant practical implications. Results can help policymakers determine mandatory disclosure levels that are not detrimental to the healthcare sector. Managers and analysts must also analyze the dimensions of disclosure that can negatively impact the firm's valuation and make decisions regarding TD accordingly. This is the first study to assess the influence of TD on the FV of the Indian healthcare sector, which makes it unique. This study is limited to the healthcare sector, which is its shortcoming.