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This paper systematically examines human influence on M&A success, addressing a literature gap by proposing managerial, organizational and behavioral attributes (MOBA) framework. The study uses a systematic literature review and thematic analysis to investigate the impact of executives' traits on M&A success, analyzing 124 studies from 2017 to 2023. It identifies eight key themes: leadership styles, decision-making capabilities, managerial abilities, psychological biases, risk attitudes, stress management strategies, sociocultural factors, and language influences. The MOBA framework, a threedimensional model, is developed to understand the interplay between managerial attributes, behavioral attributes, and organizational factors in M&A success. The paper emphasizes the importance of non-financial metrics for a comprehensive post-merger performance evaluation. It provides insights into managerial capability's impact on performance, revealing connections between various managerial dimensions. The findings are particularly relevant to the banking sector and M&A-intensive industries, highlighting the need for assessing individual characteristics for strategic decision making. The paper suggests future research to refine our understanding of managerial ability in M&A contexts. It enriches our understanding of M&A by studying the interconnections between various managerial aspects, and offers a comprehensive framework for future studies. [ABSTRACT FROM AUTHOR]

The paper seeks to examine the broad trends in research on post-merger customer satisfaction, loyalty, and service quality in the banking sector. It identifies the top contributions to the body of knowledge in the sector in terms of authors, journals, countries, and institutions by examining the relevant literature in this area. The 189 research publications under analysis have a combined 455 authors, with more multiauthor studies than single-author ones. India has the most (111) publications in the dataset, while China has received the most citations overall. Graphic Era (Deemed to be University) from India is the leading research contributor in this area. The network visualization exercise also showed a substantial level of international cooperation in this field. [ABSTRACT FROM AUTHOR]

The paper presents a systematic review of literature on bank performance. One hundred and nine research papers were selected for the period 1985 to 2018. The selected papers were categorized and assigned codes based on nine study characteristics, namely, context, region, objective, subject, method, sector, topics, results, and study period. The findings reveal the research gaps and scope for future research. [ABSTRACT FROM AUTHOR]

Indian banks are continuously facing fund scarcity in meeting loan requirements. They have fewer deposits in comparison to the loan demands, which has led to a decrease in the liquidity of banks and nonbanking institutions. To get rid of this problem, banks use several conventional methods, and securitization is one of them. Securitization is known as the construction of security in any financial transaction. The paper seeks to find out whether securitization process can positively impact Indian banking industry, using selected bank performance parameters. The paper first presents the impact of securitization on banks' performance; then it depicts the hurdles to the growth of securitization in the country. [ABSTRACT FROM AUTHOR]

The paper examines the timeliness of independent auditors’ reports issued on financial statements of Islamic banks and discusses the timeframe for the audit report publication practices of Islamic banks. A statistical analysis of audit report lag of Islamic banks is performed. Statistical values from previous empirical research on audit report delays are used as control. The results show that most audit reports of Islamic banks are published before March. However, audit reports published in Malaysia and Yemen remain the least timely. The paper presents an empirical study and a comparative analysis of the timeliness of audit reports of Islamic banks operating in several countries. [ABSTRACT FROM AUTHOR]

With the increase in usage of technology, the number of digital frauds has been on an upward spiral year-on-year. As revealed in the annual report of the RBI, the number of frauds related to cards and Internet in FY2023-24 was 29,082, involving a total amount of 1,457 cr. This was around 10.46% of the total bank frauds in all areas of operations, which shows how grave the situation is. Banks all around the world are trying to develop security systems and educate their customers to prevent such frauds. With the advancement of artificial intelligence (AI)--especially machine learning (ML), which is a separate branch of AI--banks around the world are developing new models to combat the ever-increasing mountain of cyber frauds. With the growing sophistication of cybercriminals, traditional methods of fraud detection and prevention seem no longer sufficient. This has led banks to turn towards advanced technologies, and many banks in India have already started using fraud prevention and detection models based on AI, ML and data analytics to safeguard their operations and protect customers. This paper examines how AI can be leveraged by the banking sector to fight cybercrimes. [ABSTRACT FROM AUTHOR]

Digital technology has enabled organizations to be adaptive and competitive in the dynamic work environment. Technology acceptance and adoption have taken the center stage for success and growth of any business. For effective digital transformation, organizations need competitive human resources management (HRM) practices, besides managing challenges and improving overall employee experiences. This paper examines selected HRM practices with regard to employee experience. It also seeks to find out if there is any significant difference in HRM practices and their impact on digital transformation in selected public and private sector banks. Primary data was collected through a structured questionnaire administered on employees of selected banks in Jaipur, Rajasthan. Secondary data was collected from books, reputed journals, and online sources. Data analysis and hypothesis testing were done through descriptive analysis, correlation, and independent t-test. The findings suggest that HRM practices have a significant impact on digital transformation, and that there is no significant difference in the impact of HRM practices on digital transformation in public and private sector banks. [ABSTRACT FROM AUTHOR]

India is aspiring to become a developed nation (Viksit Bharat) by 2047, which requires sustaining annual economic growth rate of 8 to 10% for the next quarter century. Rising domestic savings and investment in India are found to be intimately interlinked with acceleration of economic growth over the decades. The Indian banking sector has played a critical role in mobilization of domestic savings and funding productive investments. This paper analyzes the role of improved banking profitability and productivity during the post-reform period in augmenting domestic savings and investments. However, high loan delinquencies had negative consequences, diminishing banking profitability and causing financial losses for several public sector banks in the late 2010s. To avoid any disruptions to Indian growth prospects, it is essential to avoid recurrences of loan delinquencies going forward. Adoption of innovative and prudential banking practices and regulations is imperative for continuous improvement in profitability and productivity of banks. [ABSTRACT FROM AUTHOR]

The paper contributes to the literature by showing the progress made in deposit insurance and risk domain in the banking sector using a bibliometric approach. A conjoint study of deposit insurance and risk yields a broader view on the research trend progression. The analysis shows that niche themes around banking regulation, Prompt Corrective Action (PCA), and emerging markets have evolved. Banking regulations form a cornerstone of financial stability, with PCA progressively showing predominance, reflecting early warning signals of a possible banking failure while deposit insurance may be a key tool to prevent the impact of such failure from reaching the consumers, it does not improve the protection available to other stakeholders which presents a corporate governance challenge of balancing conflicting interests of different stakeholders in the banking system. [ABSTRACT FROM AUTHOR]

The adoption of technology and its advancements have brought various fundamental and structural changes to various sectors of the economy, including the banking sector. In India, the move towards e-banking was initiated by the Reserve Bank of India (RBI) by relying upon several recommendations provided by high-level committees formed for promoting the growth of information technology in the field of banking. In the current scenario, digital payment methods have replaced conventional paper-based methods due to their costefficiency and expediency. However, it is accompanied by certain challenges, such as poor security measures followed by institutions, which in turn create reputational, operational, or legal risks as they might lead to the disclosure and misuse of sensitive personal information of customers. In order to combat such risks and meet the challenges, the legal framework needs to be strengthened and made more stringent, while specific laws governing electronic payments need to be complied with. The paper examines the relevance of the growing electronic fund transfer systems in India, issues associated with them, existing statutory provisions, and directions issued by the RBI to combat such challenges, and offers suggestions to strengthen the legal framework in order to protect customers as well as participating institutions. [ABSTRACT FROM AUTHOR]

The study aims to capture the mediating effect of technical efficiency on the relationship between credit risk and financial performance in the Indian banking sector. This paper is based on secondary data extracted from the financial reports of commercial banks operating in India for the year 2021-22. Simple mediation analysis is used to analyze the data. The technique of data envelopment analysis (DEA) was deployed to calculate technical efficiency score. The findings show that credit risk has a negative and significant relationship with both financial performance and technical efficiency when taken alone as an independent variable. Overall, the results show that technical efficiency fully mediates the relationship between credit risk and banks' profitability. The mediating effect suggests that scheduled commercial banks operating in India can achieve both technical efficiency and good financial performance through vigilant supervision of credit risk. With specific reference to India, such empirical work showing the mediating effect of technical efficiency on financial performance and credit risk has not been taken up before. The findings of the study are expected to provide a better understanding of the role of managing nonperforming assets in determining technical efficiency and financial performance. [ABSTRACT FROM AUTHOR]

Banks play a vital role in channeling investors' savings. This paper investigates the probabilistic interpretation of the bankruptcy risk--evolved by Hannan and Hanweck (1988)--in Indian Public Sector Banks (PSBs) through the Z-index approach. Z-index has been used to determine the insolvency risk for 20 PSBs for the period 2010 to 2021. The secondary data was collected from the websites of respective banks and RBI. The data consists of 20 PSBs' Return on Assets (ROA) and Capital Adequacy Ratio (CAR). The results show that except Allahabad Bank, all PSBs' index is more than 10, offering a better financial position during the study period. Since the Z-index measured for SBI is highest among all the 20 PSBs, its financial soundness is reported to be at the top level. Therefore, there is no risk of insolvency for those banks with a high Z-index. The paper provides insights on trends of solvency position among the selected banks. It is helpful in improving the knowledge of banks' bankruptcy prediction and in analyzing their financial soundness. The paper reveals that bankruptcy could be due to poor management and improper investment estimation, leading to insolvency among the banks. A bank should focus on its ROA to improve its quality and avoid bankruptcy. CAR is also a sound indicator for a bank to maintain good solvency. Therefore, CAR and ROA are the most critical indicators to measure the risk associated with an investment in the banking sector. [ABSTRACT FROM AUTHOR]

Banking penetration has increased considerably in the last 15 years in Odisha, which is reflected in increasing bank branch density, per capita deposits/credit and double-digit growth in credit. However, Odisha still lags behind the national average in many banking development indicators such as Credit-Deposit (CD) ratio and credit/GSDP ratio. The lower and downward movement in CD ratio over the years has been raising questions on the role of banks in meeting the potential credit needs of the state economy. The present paper makes an attempt to explain the possible causes for the persistent low CD ratio of Scheduled Commercial Banks (SCBs) in the state. The CD ratio, being a product of the ratio of credit disbursement to deposit mobilization, has remained lower primarily due to much higher growth in deposits than the credit. The paper found that higher gross non-performing assets in banks, coupled with lower per capita income, physical infrastructure deficits and higher proportion of unorganized sector, pose challenges to the banking sector for higher credit flow. Further, comparatively less and skewed banking network and lack of big private investment by industry hinders higher credit demand prospects. An uptick in the CD ratio has been observed in recent years. The empirical evidence of a positive effect of credit on the state economy growth warrants higher credit flow from banks to achieve full potential output of the state. The paper focuses on the regional aspect of bank credit growth in India. [ABSTRACT FROM AUTHOR]

A recent innovation in the Indian banking system is the emergence of Small Finance Banks (SFBs). These banks are expected to carry forward the task of financial inclusion by providing basic banking services and credit services with a differentiated model. The challenge of these banks is to meet the objectives of constructing a low-cost liability portfolio and an affordable lending structure supported by robust technology. This paper evaluates the performance of five SFBs in addressing these challenges since their inception. The study is based on secondary data, and applies the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method, a multi-criteria decision analysis technique, for overall ranking of the banks based on their performance. The study finds that SFBs have concentration risk on assets and liabilities side of the balance sheet. On the liabilities side, they have low current and savings account deposits and rely heavily on bulk deposits, while on assets side, the share of unsecured microfinance loan is disproportionately large. This anomaly needs to be corrected to meet the objectives envisioned by the Reserve Bank of India while conceiving the idea of SFBs. [ABSTRACT FROM AUTHOR]

Digital Banking Units (DBUs) are established to enable the digital ecosystem, which improves customer experience by facilitating seamless banking transactions and ensuring that banking services reach the last mile. The very purpose of DBUs is to benefit people in small towns and villages with digital infrastructure for banking services. 75 DBUs (four in Karnataka) were proposed in the Union Budget 2022-23. The success of DBUs depends on the rural customers’ digital literacy and preparedness for using digital banking services. The study aims to assess the perception of rural customers and evaluate their preparedness for adopting DBU services. Primary data was collected from 200 respondents using a structured questionnaire. Secondary sources include annual reports, RBI publications, research papers, journals, magazines, and newspapers. Descriptive analysis and factor analysis, using SPSS version 24, of the collected data were done. The study finds that the rural population is more accustomed to branch banking and their dependency on face-to-face banking is high, but the respondents’ education, occupation, and digital literacy level, their association with the bank, usage of debit cards, mobile banking, and Internet banking indicate their receptiveness to digital banking services. Though it is not their first banking choice, the respondents do use technologybased bank applications for certain transactions. Adequate digital infrastructure and awareness will encourage them to avail all digital banking services. [ABSTRACT FROM AUTHOR]

The banking sector at present is witnessing significant changes, largely driven by technological developments. The banking ecosystem has undergone impactful alterations as a result of technological advancements in customer choice and access, as well as the increasing influence of fintech and other technology companies. Application Programming Interface (API) and open banking systems have led to the emergence of new banking business models. The paper traces the evolution of technology in banking, and the role of major technologies in bringing about changes in the banking ecosystem. It further explores the emerging banking business models. These models reflect the innovations in banking, resulting in increased customer access, choice, convenience, and personalization. [ABSTRACT FROM AUTHOR]

The global nature of recent financial crises calls for studies on Indian public sector banks (PSBs) with respect to their productivity, efficiency and performance to ensure that past disreputable episodes are not repeated. In this regard, the present study is an empirical attempt to analyze the Indian PSBs for the period 2012-2020 using Stochastic Frontier Approach (SFA), which is one of the popular parametric approaches for estimating technical efficiency and measuring productivity. The study finds that PSBs are not efficient in achieving business goals and pursuing banking growth. Though borrowing and fixed assets are key determinants, its combination with profit goals or bank growth has not been appropriately done. In relation to this, PSBs should pursue attractive deposit policies, efficient risk and exposure management, and optimization of crisis management and communication tools. [ABSTRACT FROM AUTHOR]

The study examines the service quality of selected commercial banks in Mysore, Karnataka state, in extending home loan services to individual customers. The study seeks to understand the relative importance of service quality dimensions in measuring the performance of the four selected commercial banks, namely, State Bank of India, Canara Bank, HDFC Bank and ICICI Bank. It also compares the service quality of the selected banks sector-wise. The findings reveal that the service quality of the selected banks is good and that the banks need to focus more on tangibility, reliability, responsiveness, assurance, and empathy factors to stay competitive. [ABSTRACT FROM AUTHOR]

Scheduled commercial banks (SCBs) in India have been playing a pivotal role, contributing immensely to the overall development of the economy. The SCBs comprise public sector banks (PSBs), private sector banks (PVSBs) and the branches of foreign banks (FBs). These banks are facing a major challenge in the form of deteriorating asset quality, triggering a substantial increase in the amount of non-performing assets (NPAs). Consequently, their profit is either plummeting or they are suffering and reporting higher losses. This study examines the asset quality of three ownership groups of SCBs, viz., PSBs, PVSBs and FBs, and the impact of asset quality on their reported profit, using performance statistics for the period 2012-13 to 2021-22. For evaluation of asset quality of banks and also its impact on their profit, descriptive statistics, one-way ANOVA, chi-square, correlation and t-test are used. It is found that deteriorating asset quality is the root cause for the mounting NPAs and the provision against these NPAs. The study also establishes that the amount of profit has been affected adversely by the deteriorating asset quality of SCBs in varying rates (insignificant to significant and negative to positive). [ABSTRACT FROM AUTHOR]

The study seeks to ascertain the impact of a supportive supervisor and availability of opportunities for employees’ professional and personal growth on employees intention to remain in an organization. A survey was conducted among banking staff and convenient sampling technique was used. Two independent variables, supportive supervision and career opportunities and development, were selected to study their effect on employee retention.The findings reveal that employee retention in private sector banks is unaffected by career opportunities and growth. While a significant relationship exists between respondents’ age and employee retention in the case of public sector banks, no such association was found in the case of private sector banks. Again, a positive correlation between supervisor support and employee retention was found for public sector banks, but not for private sector ones. [ABSTRACT FROM AUTHOR]

This study investigates the impact of green transformational leadership on green performance, with a focus on the mediating role of green mindfulness in the context of banking sector. Primary data from 224 employees across eight commercial banks in Sri Lanka were collected and analyzed using bivariate and multistep mediation analyses. Results indicate a positive influence of green transformational leadership on both green mindfulness and green performance. The study highlights that the relationship between green transformational leadership and performance is partially mediated by green mindfulness. Practically, organizations are encouraged to prioritize development of green transformational leadership and mindfulness to enhance overall green performance. The study contributes by emphasizing the need for aligning employees with proenvironmental values, fostering positive responses to green transformational leadership, and providing insights into the relationship between green transformational leadership and green performance. [ABSTRACT FROM AUTHOR]

Considering the current global concerns over environmental degradation, environmental corporate social responsibility (CSR) and green human resource management (GHRM) practices need additional attention from all organizations, including the banking sector which plays a vital role in a nation's development process. The present study focuses on environmental CSR in two leading Indian banks, namely, State Bank of India (SBI) and HDFC Bank. An analysis of available CSR data for six years from FY2016-17 to FY2021-22 reveals that in both the banks, CSR spending on environment-related activities was significantly lower as compared to other CSR activities. The study provides theoretical insights on GHRM practices as strategic resource with attributes of resource-based view (RBV) Theory, to achieve sustained competitive advantage and better environmental CSR. Strategic implementation measures to improve environmental CSR have also been highlighted. An empirical study of both the banks regarding the effect of GHRM practices on improving environmental CSR has been carried out. The data analysis, using the Smart PLS4, shows that GHRM practices have a significant effect on environmental CSR through the mediating support of organizational citizenship behavior for environment (OCBE). [ABSTRACT FROM AUTHOR]

Financial technology (fintech) has seen significant growth and development in recent years. In the banking sector, understanding the interaction between customers and technology is critical for effective implementation of e-banking services. Given its low usage, the present study intends to investigate the factors important for enhancing e-banking services. Differences in the perceptions of two groups of customers--heavy users and light users of e-banking services--are also examined. The study employed survey method to collect data from bank customers in India. The results of discriminant analysis showed that only 'performance expectancy', 'information content', and 'selfinterest' are significant differentiators of heavy and light users of e-banking services. The findings reveal that factors for initial adoption or behavioral intentions are different from continual use post adoption of e-banking services. So, the banks, while formulating strategies and restructuring their operations, should focus more on performance, information, and entertainment to elicit more users and their usage. These factors would enhance customer engagement in e-banking, increase its usage and earn returns to banks. Policymakers can also design their economic programs and channelize public resources accordingly to achieve a cashless economy. [ABSTRACT FROM AUTHOR]

The study examines the impact of executives having multiple directorships on the financial performance and asset quality of banks. The research has been carried out on 36 banks operating in India over a 19-year period (2001-2019) using an unbalanced panel implementing fixed effects model, with statistical evidence demonstrating its applicability. The study finds a positive significant effect of multiple directorships on bank performance, thereby confirming the “quality hypothesis” that busy directors are more likely to be better directors. In addition, it also finds significantly negative effect of multiple directorships on gross nonperforming asset ratio. Furthermore, the findings also reveal that larger board size and CEO duality are positively associated with a firm’s profitability, which helps to improve the asset quality of banks, and the total number of committees is inversely associated with the profitability of the firm. Overall, the findings suggest that despite the strain that many directorships may impose on directors, busy directors bring in more experience, knowledge, abilities and network that enhance the value of the firm. In sum, the findings imply that board effectiveness, as assessed by numerous directorships, is an important aspect of board operations. [ABSTRACT FROM AUTHOR]

ChatBots (CB) technology is an artificial intelligence-powered system that uses chat or speech interface to engage with users and execute basic tasks. With technological advancement, the banking sector has started using CBs for customer convenience. The interest of the customers in digital transformation has created space for financial CBs as a prominent technology. CB technology has been promptly incorporated in banking sector. The aim of the study is to evaluate individual perspective of banking CBs in Coimbatore district of Tamil Nadu. The measurement scale is based on the Technology Acceptance Model created by Venkatesh and Davis (2000) and extended with TAM 3 (Venkatesh and Bala, 2008). The novel model uses digital literacy as the moderator. The extended variables constructed for examining individual perspectives on chatbots in the banking industry are: explicitly perceived enjoyment, perceived risk, self-efficacy, technology anxiety, personal innovativeness and the variables of TAM. The study sample included a combination of both public and private bank customers. [ABSTRACT FROM AUTHOR]

The Indian stock market's benchmark index Nifty Bank includes 12 banks from both public and private sectors. Six of these 12 banks, which make up the Nifty 50 index, are big commercial banks; hence, the performance of the banking industry is important to stock market results. This study investigates the determinants of financial health of indexed banks and their relationship with the risk factors. In the study, financial health is assessed using return on equity (ROE) and return on assets (ROA), while risk is assessed using the factors related to regulatory requirement, operating expenses, interest expenses, cost of funds and non-performing assets (NPAs). ROA and ROE are the dependent variables, and capital adequacy ratio (CAR), net non-performing assets (NNPA), cost to income (COI), operating expenses ratio (OER) and interest expense ratio (IER) are the independent variables. Pooled regression estimation and fixed effects panel estimation are used to analyze the relationship between performance-related and risk-related variables. The regression estimates suggest that there is a significant impact of risk on bank's financial health. The financial health measures ROE and ROA are greatly impacted by the risk elements COI, CAR, NNPA and operating expenses. The study suggests that banks should reduce their COI and NPAs for better financial health. [ABSTRACT FROM AUTHOR]

Technological advancements have led to a paradigm shift in banking, emphasizing 'Digital Banking'. However, as with any nascent technology, the adoption of digital banking services brings forth many challenges. This study focuses on the challenges and issues faced by employees within the banking industry due to digitalization. Conducted through a survey involving 105 bank employees across selected banks, this study employs a range of methodologies, including Kendall's coefficients of concordance, univariate, and cross-tabulation analyses. The findings of the study shed light on varied challenges, some of which are significantly pronounced, while others remain moderately prevalent among employees. The degrees of impact of these challenges differ based on individual characteristics, with public sector bank employees encountering more pronounced challenges compared to their counterparts in the private sector. This study contributes to the existing body of knowledge by addressing gaps in the current literature, offering insights into the challenges posed by digitalization. Moreover, the outcomes of the study hold practical implications, aiding top managers in understanding the extent of challenges faced by employees. This awareness enables corrective measures to be undertaken, enhancing the overall digitalization experience. Its insights not only advance academic understanding but also provide actionable guidance for banking leaders striving to navigate the digital landscape effectively. [ABSTRACT FROM AUTHOR]

The study examines the impact of bank-specific and macroeconomic factors on the profitability of Indian scheduled commercial banks. The analysis is based on the panel data of 71 scheduled commercial banks in India for a period of 15 years. Traditionally, banking performance is measured by return on assets, and factors such as bank size, operating efficiency, credit risk, Non-Performing Assets (NPA), Ratio of Interest Income (RII), cost of funds, capital ratio, deposit ratio, ratio of priority sector lending, liquidity and asset management are used as bank-specific factors. GDP, inflation, interest rate, demonetization and financial crisis are used as macroeconomic factors. Linear regression model is used with pooled, fixed and random effect methods. The results show that bank-specific factors such as operating efficiency, NPA and RII have a statistically negative impact on ROA, while asset management has a favorable influence. In terms of the effect of macroeconomic determinants, the results show that GDP, interest rate, demonetization and financial crisis have a negative effect, while inflation is coefficiently negative but has an insignificant impact on ROA. [ABSTRACT FROM AUTHOR]

The concept of Coupling Coordination Degree (CCD), which originated in Physics, refers to the phenomenon of variety of interactions between two or more systems and how they affect each other. This study applies the concept to four important Indian sectoral indices, namely, Banking, Automobile, Foreign Institutional Investors (FII) and Domestic Institutional Investors (DII), to understand their interactions in the economy. Using data from FY2010 to FY2019 as a research sample, the CCD of the above-mentioned sectoral indices is measured. The result shows that in recent years, the coupling between the automobile and the banking industry is at a higher level due to several factors including foreign investments. This suggests that policymakers should concentrate more on foreign investments for the development of the economy. The coupling coordination between DII and automobile sector has been very strong for the past three years, which may help the authorities to formulate more effective policies. [ABSTRACT FROM AUTHOR]

High customer interaction is required in the banking industry, making emotional intelligence an indispensable skill for bankers. The aim of this study is to examine the relationship between emotional intelligence and work satisfaction amongst banking professionals in India. While a myriad of studies have been conducted on emotional intelligence in the banking industry, there have been very few in the Indian setup. After conducting the primary study and collecting data from 600 professionals in India's banking sector, the outcome reveals that both emotional intelligence and work satisfaction are significantly related to each other. The findings indicate that the higher the emotional intelligence among employees, the higher their work satisfaction. Banks are part of the service industry and must comprehend customer requirements, aspirations, and ambitions in order to establish a good perception among customers. Banks should invest in a robust customer relationship management technology that enables them to comprehend their customers' desires when engaging with them, allowing them to cross-sell various offerings based on demand. Human capital is critical in ensuring the banking sector's growth and continuation. That is why high emotional intelligence among banking professionals is necessary for the banks to be successful in achieving customer satisfaction and retention. [ABSTRACT FROM AUTHOR]

Productivity and profitability are closely interrelated, and it is almost impossible to improve profitability without improving productivity. This is true even in the case of the banking sector. In this backdrop, the present study aims at measuring and comparing bank productivity from two different dimensions, viz., branch offices and manpower of three ownership groups of Scheduled Commercial Banks (SCBs) in India, viz., Public Sector Banks (PSBs), Private Sector Banks (PVSBs) and branches of Foreign Banks (FBs). For this purpose, the relevant data was collected for 16 years, 2004-05 to 2019-20; and the same was analyzed with the help of 't', 'f' and Tukey HSD (Honest Significant Difference) tests, besides using descriptive statistics and compound annual growth rate. The study finds that all the three groups have improved their productivity during the period. However, branch and/or manpower productivity differs across groups. It is also found that the FBs have achieved higher productivity in all the parameters when compared to both the groups of domestic SCBs, except in the two parameters, viz., number of employees per branch office and Total Business per Rupee of Wages (TBPRW). Between the two groups of domestic SCBs, the performance of PVSBs is better compared to that of PSBs on a majority of parameters and for a majority of the years. The present study enables the domestic SCBs to identify the area wherein they need to focus for improving their performance, which in turn improves their productivity, leading to improvement in their profitability. [ABSTRACT FROM AUTHOR]