International Research Journal of Commerce , Arts and Science

 ( Online- ISSN 2319 - 9202 )     New DOI : 10.32804/CASIRJ

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    1 Author(s):  DR.R. SHOBA RANI

Vol -  10, Issue- 9 ,         Page(s) : 99 - 107  (2019 ) DOI :


This paper attempts to capture the service delivery effectiveness of commercial banks in Kanyakumari District from the management perspective. The branches of various banks (n=216) were approached to understand various service delivery variables like people, process and technology and the influence of these in performance of the branches. It is found that people, process and technology play a vital role in service delivery effectiveness and there is a medium or typical effect on annual sales to waiting time. The variables were tested against different hypothesis and the results are derived under statistically significant conditions. For mean comparison one sample t test and to measure effect, spearman’s rho was calculated. The issues provide parallels to various studies conducted at the global level.

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