Measurement of service delivery performance of and Indian private sector bank — Mystery shopping as a tool

Attending the customers in a pleasant manner builds repeated business, contented customers and results in higher profitability. The organisation should understand the expectations, motivations and desires of the customers together with their demographics to gain a competitive advantage. The way in which the customers feel about the quality of customer service determines the customer satisfaction. The measurement of customer service reveals the reason for its continuous improvement. Mystery shopping is a method of observation through participation for measuring and monitoring the service processes performance of a product or service. Random sampling method is adopted for the collection of the data from the customers of ICICI Bank, Kumbakonam. 200 questionnaires were distributed and out of 200 questionnaires 15 are found incomplete and 185 are fully complete with 92.5 % of response rate. The data collected were analysed with the help of ANOVA single factor and weighted ANOVA. The respondents feel that the staff was very friendly with a positive attitude towards them and they want to have repeated relationship with the bank.