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Journal of Positive School Psychology http://journalppw.com
2022, Vol. 6, No. 3, 4153 – 4164
© 2021 JPPW. All rights reserved
An Analytical Study on Customer Awareness, Perceptions
and Satisfaction towards Quality of Banking Services after
Merger and Acquisitions of Public Sector Banks in India
Mr.Manoj Sangisetti
Assistant Professor,
Department of Accounting,
Catholic University in Erbil,
Ankawa, Erbil, Kurdistan, Iraq.
manoj.sangisetti@cue.edu.krd, sangisetti.manoj@gmail.com
Abstract
Public Sector Banks have undergone Merger, and Acquisitions (M&As) and
permitting banks to develop, excel and extend activities further and allows them
to become strongest sector of the economy. The banking industry may be suffered
because of rising non-performing resources, expanding misrepresentation or
frauds, interference of political pressure, and favoring the unwanted but, Merger
and acquisitions will help the newly formed banks, economy and the industry as a
whole. In this scenario, Central Government of India has taken a positive turn to
combine banks to improve their horizons, increase operational excellence, to
reduce frauds, more control on operations etc. Here, the important point is that
“combining banks” might bring about hardships. On the customers’ point of view,
this results in differences’ in opinions, tastes, preferences, requirements,
perceptions and satisfaction levels towards quality of banking services before and
after merger and acquisitions. Hence, this research paper is intended to study the
awareness levels, changes in perceptions and satisfaction of customers towards
quality of banking services after bank merger and acquisitions.
Keywords: Merger and Acquisitions (M&As), Public Sector Banks, Awareness,
Perceptions, Quality of Banking Services.
Introduction
Banks assume a vital part in
India's economic framework and support
financial development. Notwithstanding,
during the 2010s, the soundness of Indian
banks crumbled fundamentally and an
ensuing decrease in credit development
added to a lull in monetary action. Albeit
Indian specialists have found a way
various ways to fortify the financial
framework, progress has been
troublesome and has been additionally
diminished by the COVID-19
pandemic
i
.
India's economic framework is
overwhelmed by government-claimed
“Public Sector Banks (PSBs)”, which
represent around 60% of business
banking framework resources. Since the
mid-2010s, these banks have been
assailed by issues with non-performing
credits or loans (NPLs) and low capital
levels. Throughout recent many years,
private area banks have become more
noticeable and by and large have better
accounting reports with lower NPL
proportions, albeit a few private banks
have fizzled as of late. Unfamiliar banks
are in the most grounded monetary
position however containing just 7% of
business banking framework resources.
Outside the business banking framework,
there are various more modest banks that
serve the requirements of smaller
gatherings of borrowers, including
“Rural Co-Operative Banks, Small
Finance Banks, Local Area Banks and
Payment Banks”.
There are four significant
variables that are influencing the
4154 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
capacity of India's banking framework to
apportion credit productively and
support long haul development:
• Banks' high NPL (Non-
Performing Loans) proportions
or its ratios and low capital
levels;
• Undeniable degrees of
government borrowings getting
from banks;
• Indian policy makers and
authorities' impact on layaway
distribution of loans; and
• The association of banks and
NBFCs (Non-Banking Financial
Companies) the shadow banking
framework.
In addition to these factors,
• The period from 1st April to 30th
September, 2019 has witnessed
frauds as announced by Public
Sector Banks (PSBs) are 5,743
including an aggregate sum of
Rs. 95,760.49 Crores as
announced by Reserve Bank of
India.
• PSBs have an unbalanced
portion of 85% in the Indian
financial situation,
fundamentally surpassing their
overall business share. At first
sight, an underlying examination
in these cases has uncovered
contribution of mid-level
representatives, yet additionally
of the most senior people in the
administration and furthermore
political obstruction towards the
“favorable to corporate”
approach of chief personnel.
• The Banks’ financial framework
is tormented with significant
degrees of Non-Performing
Loans or Assets and it
contributes as a reason for stress.
It mirrors monetary misery of
debtors, for example, “Vijay
Malya”, “Nirav Modi”, Dewan
Housing and so forth, and
shortcomings in broadcast
components.
• According to reports, India
became one of the world's ten
largest economies in 2018, with
the second-worst growth rate
behind Italy. This is on the
grounds that administration
controlled moneylenders are
assessed to hold roughly 90% of
such Non-Performing Loans /
Assets.
• The four Public Sector Banks
(PSBs), namely “Bank of
Baroda”, “IDBI Bank Ltd”,
“Oriental Bank of Commerce”,
and “Central Bank of India”,
collectively lost Rs. 21,646.38
Crores in the fiscal year ending
March 31, 2018, following
which the government organized
these consolidations.
The above said horrendous
circumstances brought about Center's
encouraged (constrained or forced) Bank
consolidations.
Preamble
The process of combining banks
in the Public Sector Banks (PSBs) space
started with SBI consolidating its five
partner banks and “Bharatiya Mahila
Bank” in month of April’ 2017. This was
trailed by consolidation of “Dena Bank”
and “Vijaya Bank” into “Bank of
Baroda” in the month of April’ 2019.
Subsequently, Central Government has
decided to merge
ii
1. Punjab National Bank, Oriental
Bank of Commerce and United
Bank;
2. Canara Bank and Syndicate
Banks;
3. Union Bank of India, Andhra
Bank and Corporation Bank; and
4. Indian Bank and Allahabad
Bank.
From April 1, 2020, the mergers
were conceivable. Currently, there are 12
public sector banks, down from 27 in
2017. Aside from that, the government
announced Rs 55,250 Crore in direct
capital infusions into Public Sector
Banks (PSBs).
Recent Merger1: PNB = “PNB + OBC
+ UBI”
“Oriental Bank of Commerce
(OBC)” and “United Bank of India
(UBI)” are converged with the “Punjab
National Bank (PNB)”. As a result of this
Mr.Manoj Sangisetti, et. al.
4155
© 2021 JPPW. All rights reserved
consolidation, the PNB will now be
India's second-largest public sector bank,
after the State Bank of India, in terms of
branch organization. The total number of
branches would be 11,437, and the PNB's
total business would be Rs. 17.95 Lakh
Crore.
Recent Merger 2: Canara Bank =
“Canara Bank + Syndicate Bank”
“Syndicate Bank” is converged
with the “Canara Bank”. After this
merger, “Canara Bank” will be India's
fourth largest public sector bank. With
branch strength of 10,342, Canara's total
business will be worth 15.20 lac crore.
Because of the organization
covers, this consolidation would reduce
the cost of activities. Because these two
institutions have similar work cultures, it
would prompt work with a smooth
transition.
Recent Merger 3: Union Bank of India
= “Union Bank of India + Andhra
Bank + Corporation Bank”
“Andhra Bank” and
“Corporation Bank” are converged with
“Union Bank of India”. “Union Bank of
India” would become the fifth largest
public sector bank as a result of this
merger. The post-consolidation bank's
business might grow by 2-4.5 times as a
result of this consolidation. Union Bank
of India's total business would be Rs.
14.59 lakh crore after this consolidation,
with 9,609 total branches.
Recent Merger 4: Indian Bank =
“Indian Bank + Allahabad Bank”
In the fourth consolidation, the
“Allahabad Bank” would be converged
with the “Indian Bank”. After the merger,
"Indian Bank" will be India's seventh
largest public sector bank. After the
merger, Indian Bank's total business will
be Rs. 8.08 billion, with 6,104 branches.
Review of Literature
Aneeb K Jose, Ameya Rane,
and Manoj P K (2021)
iii
Authors argues
that probably the most grounded area of
the economy is banking. In the public
sector, consolidation and security are
important. Banks enable banks to expand
and improve their operations. Mergers
and acquisitions (M&As) can be
beneficial in a variety of ways, they
likewise have downsides. In this review,
researchers have attempted to research
the awareness of customers and reaction
to consolidation of Indian Bank with
Allahabad Bank in light of primary data.
Prabhakar.K, Vasanth
Ebenezer.H (2020)
iv
Authors have
determined that the customers are aware
of the bank merger and are well aware of
the recent developments in the banking
industry. The banks’ mergers has
definitely increased the trust on banks by
the customers as the weaker banks have
been joined together to be more efficient
and more productive which in turn will
contribute to the country’s economic
development. This study also visualized
that the ratio of respondents below the
age of 20 also have a significant increase
to have a bank account. This research
definitely voices out the perception of the
customers towards various factors the
banking industry, and concluded that
recent developments and the mergers
have a positive impact in the minds of
customers.
Abhirami R, Akshara M S,
Aparna Pradeep, Shabu K.R. (2020)
v
SBI converging into one of the biggest
financial specialist organization in India
had its Pros’ as well as Cons’ to its
customers. “State Bank of India”
combined itself with its five partner
banks which incorporate “State Bank of
Bikaner & Jaipur”, “State bank of
Mysore”, “State Bank of Hyderabad”,
“State Bank of Travancore” and “State
Bank of Patiala” and with the “Bharatiya
Mahila Bank”. Researchers in this
research work have inferred that a few
clients are of the assessment that
consolidation impacted them severely
however an incredible extent upholds
consolidation. As a result, according to
the researchers, the consolidation of
"SBI" with its partners is one of the
important improvements in the Indian
financial sector that would propel the
Indian banking industry to worldwide
prominence.
Meenakshi Sharma H, Tanvi
Gaur, and Yamini Bansal (2015)
vi
Authors points out that Mergers and
Acquisitions (M&As) contrarily affects
clients, workers, investors and so on.
This paper discusses the fulfillment level
4156 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
of clients post Mergers and Acquisitions
(M&A) and furthermore concentrates on
the instance of “Bank of Rajasthan”
converging into “ICICI bank”. The
significant discoveries were that post
Merger and Acquisition administrations
gave in ICICI is smarter to clients. For
instance, e-banking, e-funds transfer, and
ATM services are only a few instances.
The clients are satisfied with the speedy
critical thinking which prior was
somewhat delayed in BOR. Clients said
that presentation of new arrangements
and techniques improved the working.
Suresh Kumar (2013)
vii
After
the execution of change measures, there
has been huge changes in the way of
thinking, discernments, and working of
“Commercial Banks” and banks are
relied upon to deal with the enormous
inflows and surges of monetary assets.
As a result, a strong banking system
based on a combination is required. In
such cases, it is critical to focus on the
impact of combination on the banks'
respective productivity and effectiveness
boundaries. The goal of this paper is to
compare “Bharat Overseas Bank” and
“Indian Overseas Bank's” pre-
consolidation and post-consolidation
performance by contrasting different
proficiency boundaries such as Profit per
Employee, Business per Employee,
Investment and Advances, Interest
Income, Return on Assets, NPAs, and so
on. The evaluation concluded that after
consolidation, all of the banks'
boundaries have improved.
Statement of the Problem
The banking industry has
become commoditized. With everyone or
participant offering nearly identical
things and services and little room to
compete on price, customers' experiences
with their banks provides one bank an
advantage over another. After
consolidations or mergers, there are still
a few areas where banks may truly
differentiate themselves by providing an
exceptional customer experience.
• • The relationship between a
bank and its customers has the
greatest impact on customer
loyalty.
• Clients can interact with a bank
in a variety of ways, including
online and mobile banking,
using an ATM, and using a
Smartphone. Perhaps the most
important thing we've learned is
that clients value a consistent
experience across media.
• Effective problem solving skills
in fixing and provide solution to
the problem.
• Change in the mindset of
employees and management.
There have been a lot of studies
conducted on customer satisfaction or
customer perception towards a particular
area of a bank or financial institution, but
there is a research gap in those studies
where the basic understanding of the
effects of “merger of pub
viii
lic sector
banks" seems to be lacking. Hence, this
study helps us understand the perception
of customers towards the recent
developments of banks and the merger of
banks with more focus on Public Sector
Banks.
Need for the Study
Now, almost few years are over
and the Banking Industry in India has
gone through various Mergers &
Acquisitions (M&As) during the years
2017-2020, These M&As could have a
decent monetary effect however it
doubtlessly overlooks the human
viewpoint as far as employees and
customers. Understanding customer
perception, satisfaction towards various
operations of the bank, in general can be
easy thought, but it is ever changing,
dynamic, and competitive in nature.
In this scenario, this research
study has been undertake to find about
their awareness about Bank Mergers,
perceptions and satisfaction of customers
regarding the Banks’ products and
services in India after Mergers &
Acquisitions.
Objectives of the Study
1. To understand and identify
awareness of customers about
Mergers and Acquisition of
Public Sector Banks.
2. To study and analyze the
customers’ perception after
Mr.Manoj Sangisetti, et. al.
4157
© 2021 JPPW. All rights reserved
Merger and Acquisitions
(M&As) of Public Sector Banks.
3. To evaluate and present the
customers’ satisfaction on
quality of services after Merger
and Acquisitions (M&As) of
Public Sector Banks.
4. To provide appropriate
suggestions for improvement
and deployment of services
offered by Public Sector Banks
and Policy Makers.
Hypotheses of the Study
H1: “There are no significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Gender”.
H2: “There are no significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Age”.
H3: “There are no significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Education”.
H4: “There are no significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Marital Status”.
H5: “There are no significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Income”.
Scope of the Study
This research study is an attempt
to analyze the customer awareness about
Merger and Acquisitions, their
perceptions and satisfaction on quality of
services of Public Sector Banks and
geographically covers all over India.
Research Methodology
This study had a requirement to
collect data from the primary source and
use quantitative methods through the
questionnaire method in order to derive
at a conclusion to this research problem.
The information that this study ascertains
will help the reader understand the true
impact on the customers and gives a
scope for the banks to increase the
standard based on the solutions derived
from it. This research required the use of
probability sampling to derive the factual
data from various respondents holding an
account in various public sector banks.
The data was collected by distributing
questionnaires to the public who held a
bank account, preferably in a public
sector bank. All the One Hundred and
Fifty respondents were from different
backgrounds and most of them having
sound knowledge about the merger and
the recent developments in the banks.
Research Design
• Size of Sample - 150 respondents are
considered as sample size in this
research study.
• Sampling Unit - Respondents having
accounts in Public Sector Banks
involved in mergers and
acquisitions.
• Research Design – Analytical and
Descriptive research approach has
followed in this study.
Limitation of the Study
• Time factor was the main constraint
in this study as this research will last
for just Eight Weeks.
• Respondents’ responses may have
Bias and may influence the study and
its results.
• Customer’s resistance to fill the
questionnaire in the fear of being
exposed.
• Few responses of the respondents
were not clear and not considered for
the study and not able to get full
responses due to lack of adequate
knowledge of the respondents about
this topic.
Research Analysis and Interpretations
Demographics of the Respondents:
The demographics of the 150
responders are presented in Table 1. Out
of 150 respondents, 57 (64.7 Percent) are
males and 53 (35.3 percent) are females.
Major percentage of (63, 42.0
percent) respondents belongs to the age
group of 21-30 years. Only 5.3 percent of
respondents are below 21 years. 26.7
percent belongs to 31-40 years, 16.7
belong to 41-50 years, 9.3 percent
belongs to 51-60 years of age groups
respectively. Age above 60 years is not
participated in this survey.
Major part of the respondents are
post-graduates (71, 47.3 percent), and
only 0.7 percent are below intermediate
or HSC qualifications. Graduate are 20.7
4158 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
percent, Doctorates are 27.3 percent and
Professional are 4.0 percent are
participated in the survey.
Out of 150 respondents, 60
percent are married and remaining 40
percent are un-married. Highest number
of respondents (59, 46.0 percent) are
earning below 2.5 lakhs per annum.
Small number of respondents (5, 3.3
percent) is earning 7.5-10 lakhs per
annum.
Table 1
Demographics of the Respondents in the Study-Frequencies, Percentages and
Cumulative Percentages
Description of Demographics of the
Respondents in the Study
Frequencies
Percentage
Cumulative
Percentage
Gender
Male
97
64.7
64.7
Female
53
35.3
100.0
Transgender
0.0
Age
Below 21 Years
8
5.3
5.3
21-30 Years
63
42.0
47.3
31-40 Years
40
26.7
74.0
41-50 Years
25
16.7
90.7
51-60 Years
14
9.3
100.0
60 Years Above
0
0.0
Educatio
n
Up to Intermediate / H.S.C.
1
0.7
0.7
Graduate
31
20.7
21.4
Post-Graduate
71
47.3
68.7
Doctorate
41
27.3
96.0
Professional
6
4.0
100.0
Marital
Status
Married
90
60.0
60.0
Un-Married
60
40.0
100.0
Income
Per
Annum
Less Than 2.5 Lakhs
69
46.0
46.0
2.5-5 Lakhs
49
32.7
78.7
5-7.5 Lakhs
16
10.7
89.4
7.5-10 Lakhs
5
3.3
92.7
Above 10 Lakhs
11
7.3
100.0
Source: Primary Data
Respondents Awareness about
"BANK MERGERS AND
ACQUISITIONS" based on “Gender,
Age, Education, Marital Status and
Income”:
The following Table 2 represents
respondents awareness about "Bank
Mergers and Acquisitions" based on
“Gender, Age, Education, Marital Status
and Income”
It is noted that out of 97 males,
76 and out of 53 females, 36 are aware
of "Bank Mergers and Acquisitions".
Majority of 48 respondents out of 63 are
belong to the age group of 21-30 years
and a small number of 2 out of 8 are
belong to the age group below 21 years
aware about mergers and acquisitions of
banks.
Table 2
Respondents Awareness and Chi-Square Test Results about
"BANK MERGERS AND ACQUISITIONS"
based on “Gender, Age, Education, Marital Status and Income”
Awareness about "BANK MERGERS AND
ACQUISITIONS" based on “Gender”
Value
df
Asymp.
Sig.
(2-sided)
Result
No
Yes
Total
Pearson
Chi-
Square
1.970a
1
.160
Accepted
Male
21
76
97
Female
17
36
53
Total
38
112
150
Mr.Manoj Sangisetti, et. al.
4159
© 2021 JPPW. All rights reserved
Awareness about "BANK MERGERS AND
ACQUISITIONS" based on “Age”
Value
df
Asymp.
Sig.
(2-sided)
Result
No
Yes
Total
Pearson
Chi-
Square
11.607a
4
.021
Rejected
Below 21 Years
6
2
8
21-30 Years
15
48
63
31-40 Years
9
31
40
41-50 Years
6
19
25
51-60 Years
2
12
14
Total
38
112
150
Awareness about "BANK MERGERS AND
ACQUISITIONS" based on “Education”
Value
df
Asymp.
Sig.
(2-sided)
Result
No
Yes
Total
Pearson
Chi-
Square
13.430a
4
.009
Rejected
Up to Intermediate
1
0
1
Graduate
13
18
31
Post Graduate
16
55
71
Doctorate
5
36
41
Professional
3
3
6
Total
38
112
150
Awareness about "BANK MERGERS AND
ACQUISITIONS" based on “Marital Status”
Value
df
Asymp.
Sig.
(2-sided)
Result
No
Yes
Total
Pearson
Chi-
Square
.055a
1
.815
Accepted
Married
19
71
90
Un-Married
19
41
60
Total
38
112
150
Awareness about "BANK MERGERS AND
ACQUISITIONS" based on “Income”
Value
df
Asymp.
Sig.
(2-sided)
Result
No
Yes
Total
Pearson
Chi-
Square
8.200a
4
.085
Accepted
Less than 2.5 Lakhs
25
44
69
2.5-5 Lakhs
8
41
49
5-7.5 Lakhs
2
14
16
7.5-10 Lakhs
1
4
5
Above 10 Lakhs
2
9
11
Total
38
112
150
Source: Primary Data
Majority of 55 respondents out of 71 are post-graduates and a small number of 3
out of
6 are professionals aware about mergers
and acquisitions of banks. Out of 90
married, 71 and out of 60 un-married,
41 aware about mergers and
acquisitions of banks. Out of 69
respondents, 44, Out of 49 respondents,
41, Out of 16 respondents, 14, Out of 5
respondents, 4, Out of 11 respondents,
9, belong to the income levels “Less
than 2.5 Lakhs, 2.5-5 Lakhs, 5-7.5
Lakhs, 7.5-10 Lakhs and Above 10
Lakhs” are aware of mergers and
acquisitions of banks respectively.
Chi-Square Test Results about
"BANK MERGERS AND
ACQUISITIONS" based on “Gender,
Age, Education, Marital Status and
Income”:
As the data collected is non-
parametric nature, it is appropriate to
conduct analysis based on Chi-Square
Tests at 5 percent significant level
(a=0.05). Null hypothesis is accepted
when (a>0.05) and is rejected when
(a<=0.05). Based on the survey results
and statistical inferences it is inferred that
4160 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
null hypothesis is accepted based on
Gender, Marital Status and Income.
Hence, “There are no significant
differences among respondents regarding
awareness of Mergers and Acquisitions
of Banks based on Gender, Marital Status
and Income” is concluded
. Table 3
Respondents Perception on Banking Experiences after Merger and Acquisitions
Respondents
Perception Criteria
SD
D
N
A
SA
Total
WA
Ran
k
Perception about
“Unnecessary
Charges imposed by
Bank”
6
(4.0)
17
(11.3
)
45
(30.0
)
57
(38.0
)
25
(16.7
)
150
(100.0
)
3.52
1
Perception about
“Comfort with
Banking Products /
Services”
6
(4.0)
12
(8.0)
54
(36.0
)
69
(46.0
)
9
(6.0)
150
(100.0
)
3.42
2
Perception about
“Change in Service
Charges”
7
(4.7)
15
(10.0
)
55
(36.7
)
56
(37.3
)
17
(11.3
)
150
(100.0
)
3.41
3
Perception about
“Positive Change in
the Attitude of
Bank’s Management”
7
(4.7)
15
(10.0
)
61
(40.7
)
56
(37.3
)
11
(7.3)
150
(100.0
)
3.33
4
Perception about
“Safety of Funds”
5
(3.3)
19
(12.7
)
67
(44.7
)
50
(33.3
)
9
(6.0)
150
(100.0
)
3.26
5
Perception about
“Delay in Banking
Services”
10
(6.7)
33
(22.0
)
48
(32.0
)
51
(34.0
)
8
(5.3)
150
(100.0
)
3.09
6
Source: Primary Data
*
Note: ”SD-Strongly Disagree, D-
Disagree, N-Neutral, A-Agree, and SA-
Strongly Agree, WA- Weighted
Average”.
On the other part, null hypothesis
is rejected based on Age and Education.
Hence, “There are significant differences
among respondents regarding awareness
of Mergers and Acquisitions of Banks
based on Age and Education” is
concluded. This research work clearly
shows the pivotal role of Age and
Education of respondents in the
awareness of Bank Mergers and
Acquisitions, whereas Gender, Marital
Status and Income does not play any role
and contributes to the existing
knowledge to further level.
Respondents Perception on Banking
Experiences after Merger and
Acquisitions:
The above Table 3 shows the
Respondents Perception on Banking
Experiences after Mergers and
Acquisitions based on various
parameters as shown in the criteria with
respective weighted average values and
subsequent ranks. Because the weighted
average is a crucial tool in statistical
analysis for unequal or misleading data,
it ensures that related data points are
represented in the same proportion. As a
result, we used weighted average as a
statistical technique for our data set,
recognizing that some views are more
valuable than others.
The weighted average values are
observed in the above Table 3 and
indicates the respondents perceptions
towards given criteria. A “5 point Likert
Scale” is considered with “SD-Strongly
Disagree, D-Disagree, N-Neutral, A-
Agree, and SA-Strongly Agree”
Mr.Manoj Sangisetti, et. al.
4161
© 2021 JPPW. All rights reserved
categories and finally ranking was given.
The highest weighted average value 3.52
is observed for the criteria “Unnecessary
Charges imposed by Bank” and allotted
Rank 1. This is followed by “Comfort
with Banking Products / Services”,
“Change in Service Charges”, “Positive
Change in the Attitude of Bank’s
Management”, and “Delay in Banking
Services” with 3.42, 3.41, 3.33, 3.26 and
3.09 weighted average values
respectively.
From the above analysis, it is
observed that all the weighted average
values are above 3 and indicates that the
respondents, those who are customers of
banks (After Mergers and Acquisitions)
are expressed their satisfactory
perception with the given criteria or
parameters. It is also noted that all the
considered parameters or criteria are
possessing weighted average values less
than 4. These values are supposed to
increase, if the banks would promote
their practices more customers friendly
without unwanted and service charges
need to improve their operational ability
to provide on-time delivery of service.
Respondents Satisfaction on Banking
Experiences after Merger and
Acquisitions:
The below Table 4 shows the
Respondents Satisfaction on Banking
Experiences after Merger and
Acquisitions based on various
parameters as shown in the criteria with
respective weighted average values and
subsequent ranks. We've also explored
the weighted average as a statistical
technique for our data collection, which
recognizes that some satisfactions are
more essential than others.
Table 4
Respondents Satisfaction on Banking Experiences after Merger and Acquisitions
Respondents
Satisfaction
Criteria
HD
D
N
S
HS
Total
WA
Rank
Satisfaction with
“Overall
Performance of
Mobile Banking”
3
(2.0)
3
(2.0)
44
(29.3)
91
(60.7)
9
(6.0)
150
(100.0)
3.67
1
Satisfaction with
“User Interface of
Mobile Banking”
8
(5.3)
7
(4.7)
34
(22.7)
81
(54.0)
20
(13.3)
150
(100.0)
3.65
2
Satisfaction with
“User Interface of
Net Banking”
6
(4.0)
7
(4.7)
49
(32.7)
66
(44.0)
22
(14.7)
150
(100.0)
3.61
3
Satisfaction with
“Overall
Performance of Net
Banking”
2
(1.3)
6
(4.0)
51
(34.0)
81
(54.0)
10
(6.7)
150
(100.0)
3.61
3
Satisfaction with
“Overall
Performance of
Service Quality”
4
(2.7)
8
(5.3)
56
(37.3)
66
(44.0)
16
(10.7)
150
(100.0)
3.55
4
Satisfaction with
“overall
Performance of the
Bank”
3
(2.0)
14
(9.3)
46
(30.7)
79
(52.7)
8
(5.3)
150
(100.0)
3.50
5
Satisfaction with
“Overall Product /
Service Quality of
the Bank”
3
(2.0)
15
(10.0)
48
(32.0)
75
(50.0)
9
(6.0)
150
(100.0)
3.48
6
Satisfaction with
“Overall
8
(5.3)
12
(8.0)
46
(30.7)
76
(50.7)
8
(5.3)
150
(100.0)
3.43
7
4162 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
Performance of
ATM Services”
Satisfaction with
“Overall
Performance of
Customer Service”
4
(2.7)
15
(10.0)
54
(36.0)
67
(44.7)
10
(6.7)
150
(100.0)
3.43
7
Source: Primary Data
*Note: “HD-Highly Dissatisfied, D-Dissatisfied, N-Neutral, S-Satisfied, and HS-Highly
Satisfied, WA- Weighted Average”
The weighted average values are
observed in the above Table 4 and
indicates the respondents satisfaction
towards given criteria. Here also, A 5
point Likert Scale is considered with
“HD-Highly Dissatisfied, D-
Dissatisfied, N-Neutral, S-Satisfied, and
HS-Highly Satisfied,” categories and
finally ranking was given. The highest
weighted average value 3.67 is observed
for the criteria “Overall Performance of
Mobile Banking” and allotted Rank 1.
This is followed by “Overall
Performance of Mobile Banking”, “User
Interface of Net Banking”, “Overall
Performance of Net Banking”, and
“Overall Performance of Service
Quality”, “overall Performance of the
Bank”, “Overall Product / Service
Quality of the Bank”, “Overall
Performance of ATM Services”,
“Overall Performance of Customer
Service” with 3.65, 3.61, 3.61, 3.55, 3.50,
3.48, 3.43 and 3.43 weighted average
values respectively.
From the above analysis, it is
observed that all the weighted average
values are above 3 and indicates that the
respondents, those who are customers of
banks (After Mergers and Acquisitions)
are expressed their satisfactions at par
with the given criteria or parameters. It is
also noted that here also all the
considered parameters or criteria are
possessing weighted average values less
than 4. These values are supposed to
increase, if the banks would build and
promote their technological practices
more user friendly with increased
performance of ATM Services and need
to improve their customer service as per
the requests or demands of customers.
Suggestions
1. Bank staff and management need to
change and follow on customer first
approach and need to change their
attitude as service centre instead of
cost center.
2. Bank staff and management need to
serve the customer without any
delay. They should concentrate on
quality of services offered instead of
quantity of services offered every
day.
3. Banks need to concentrate on
improving the user friendly
interfaces and ease of use
technological services through both
Net and Mobile banking.
4. Need to examine use of latest
technologies, or use of secured and
ease of use services with existing
technologies.
5. Banks need to improve ATM
Services performance and provide
24/7 uninterrupted service to
customers.
Future Scope of Research
• The same research can be done in
future after some time, because
customers are ever changing and
their perceptions and satisfactions
towards banking services differ from
time to time.
• This research can be extended to
know perceptions, satisfaction levels
of employees and HRM practices
after Merger and Acquisitions.
• This research can be further taken to
understand and know the intended
results have come or not after merger
in terms of operational excellence,
reduced frauds, efficiency of ATM
services etc.
Conclusions
Mr.Manoj Sangisetti, et. al.
4163
© 2021 JPPW. All rights reserved
The present research study
enlightened that the customers are aware
about bank merger and acquisitions. It
shows that are knowledgeable in recent
developments that are happening in the
banking sector. The findings from the
study reveal that there are significant
differences in the awareness of bank
mergers and acquisitions based on age
and education. The perceptions and
satisfaction levels of the customers
towards given criteria after merger are
satisfactory and certainly have a positive
outcome. It is also evident that most of
the customers are preferred to use online
and mobile platforms for their banking
i
https://www.rba.gov.au/publications
/bulletin/2021/dec/the-indian-
banking-system.html
ii
https://economictimes.indiatimes.co
m/news/economy/policy/nirmala-
sitharaman-announces-fresh-
reforms-special-agencies-to-monitor-
loans-above-rs-250-crore-to-avert-
another-nirav-modi-like-
situation/articleshow/70909169.cms?
utm_source=contentofinterest&utm_
medium=text&utm_campaign=cppst
iii
Aneeb K Jose, Ameya Rane, and
Manoj P K (2021), “A Study on
Customer Awareness on Merger of
Indian Bank with Allahabad Bank”,
Turkish Online Journal of Qualitative
Inquiry (TOJQI) Volume 12, Issue 7,
July 2021: 3772 – 3783.
https://www.researchgate.net/publica
tion/353923600
iv
Prabhakar.K, Vasanth Ebenezer.H
(2020), “A Study on the Customer
Perception towards Bank Merger and
the Recent Developments with
Reference to Public Sector Banks”,
Mukt Shabd Journal, volume - IX
issue - IV, No. 2.
http://shabdbooks.com/gallery/26%2
0mr.%20prabhakar.k.pdf
v
Abhirami R, Akshara M S, Aparna
Pradeep, Shabu K.R. (2020), “A
Study on the impact of bank merger
needs during this pandemic period and
satisfied with these channels as
compared to other parameters. This
research paper argues that still banks
need to improve operational excellence,
provide better customer service, reduce
costs to customers, responding to
customer voice, improve ATM services
efficiency, on-time delivery of services
etc. This research paper is a one of the
valid contribution to the new and existing
literature of customer perceptions,
satisfactions based on discussed
parameters towards banking sector after
mergers and acquisitions.
References
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4164 Journal of Positive School Psychology
© 2021 JPPW. All rights reserved
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