Impact of Bank Mergers on Customer Satisfaction and Service Quality: A Study of Public Sector Banks in NCR, Uttar Pradesh
Abstract
India's strategic public sector bank mergers (2017-2023) represent a transformative consolidation aimed at enhancing global competitiveness and operational resilience. While the macroeconomic rationale is established, there is limited empirical insight into how these structural changes impact frontline customer experience, particularly in dynamic economic regions like the National Capital Region (NCR) of Uttar Pradesh.
Fields of Study & Subjects
Banking Sector Performance and Management
Customer Service Quality and Loyalty
Banking stability
regulation
efficiency
Publication details
- Journal / source
- International Journal For Multidisciplinary Research
- Volume
- 8
- Issue
- 1
- Publication date
- 28 January 2026