Recently, McKinsey & Co. released a study on the Indian Banking System. According to the study, the IT effectiveness of some leading Indian banks is better than that of banks abroad.
The study also finds the level of customer satisfaction in Indian metros is lower than that in rest of Asia. Banks' IT infrastructure in the past year has been focused on implementing Know Your Customer (KYC) as per Basel II guidelines. So does the 'effective IT infrastructure' fall back on satisfying Indian customers? Or do Indians (in the metros) demand 'something more' out of banks that the banks aren't (yet) able to deliver?
Tuesday, November 27, 2007
Customer Satisfaction lower in metros
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1 comments:
It would be useful if you left a link to the McKinsey article you reference.
In absence of that, I think it is not unusual for city/metro residents to have higher expectations arising from, amongst other things, competitive offerings on price and performance from the marketplace...
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