BANKING CODES AND STANDARD BOARD OF INDIA (BCSBI) – A CRM PRACTICE
European Journal of Molecular & Clinical Medicine,
2020, Volume 7, Issue 8, Pages 5209-5217
AbstractBanking sector plays an important role in the economy and its proper functioning can lead an economy to the great heights. Present Paper tries to study the different Codes given by BCSBI for smooth functioning of the Banks and analyze the ratings given by BCSBI, also to find the parameter at which Bank lack in its services. The Present study is descriptive cum analytical in nature. Researcher collected the data from secondary sources like websites, various research papers and journals. Study basically based on survey done by BCSBI. The survey was done by the BCSBI in 2015 for the first time and later in 2017 therefore the data was collected and analyzed further by the researcher for these two years. Banking Services has been examined by the BCSBI on five Parameters ie Information dissemination, transparency, Customer Centricity, Grievance Redressal and Customer Feedback. Researcher have presented the data with the help of 7 tables , 6 bar graphs and used mean score tool to analyze the data. It was found that the rating given to the banks are based on weightage to the different parameters assigned by BCSBI and after analyzing the ratings given by the BCSBI it was found out that public Sector banks was average at Information Dissemination which should be improved while Pvt. Banks, Foreign Banks and SUCBs are having above average or high scale at all the parameters and in overall, foreign banks leads the private and public sector banks among all the parameters.
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