CUSTOMER AWARENESS AND FACTORS: VALUE ADDED SERVICES PROVIDED BY BANKS IN DELHI NCR.

Received: 19.09.2021; Revised: 28.10.2021, Accepted: 26.11.2021, Published Online: 31.12.2021

Ms. Manika Garg

Research Scholar, PCJ School of Management, Maharaja Agrasen University, Baddi (Himachal Pradesh) India, Email Id: manika16garg@gmail.com,

Dr. Sangeeta

Assistant Professor, PCJ School of Management, Maharaja Agrasen University, Baddi (Himachal Pradesh) India, Email Id: sangeeta@mau.edu.in,

ABSTRACT

The main aim of this paper is to investigate the customer awareness, usage and factor affecting adoption of Value added services by customers in Delhi NCR. VAS (Value Added Services) is delivered to satisfy client requests. Activities are carried out on a product before the client receives it, or on a service given at the customer’s premises. Customers have begun assessing the banks on the basis of their comfort and convenience. Otherwise, the consumer’s acceptance of the new technology may not be viable. Worldwide, the number of mobile phone subscribers surpassed 1 billion in 2002. In Japan, currently seven of ten individuals have mobile phone accounts, and the market penetration of mobile phones in nations such as Italy, Norway, Sweden and the United Kingdom has already surpassed 100%. However, the banking sector is anticipated to have a major influence on the value-added services to be given to consumers and this paper ends with a debate on the value-added services to be provided by the banking sector. In order to analyse these objective, exploratory research  is applied on the responses in order to identify the latent factors which influence the adoption of value added services by customers,  the primary data is collected from the customers with the help of self-designed questionnaire.

KEYWORDS: Banking, Value Added Service, Usage, Awareness, Customer Satisfaction.