• Khushbu Prajapati

Banking sector occupies a very important place in Indian economy and it is one of the fastest growing sectors in India. The competition is intense and irrespective of the challenge from the multinational players, domestic banks - both public and private are also seen rigorous in their pursuit of gaining competitive edge by acquiring or merging with potential opportunities as present today. New tendencies such globalization, integration, disintermediation and deregulation give the basis for new dimensions in the banking services industry. As a result, Mergers and acquisitions are the order of the day. Since the entire business depends on the customer’s positive feedback and satisfaction, good customer service is essential in this kind of business. It is always being argued that the impact of mergers and acquisitions on the customer is difficult to measure due to the direct influence of external factors like global competition or advancement in technology. Here we are considering a case of Vijaya Bank and Dena Bank which amalgamated into Bank of Baroda with effect from April 1, 2019 .Therefore, the aim of this article is to study the impact of mergers, acquisitions and amalgamation on service quality of these Banks.

merger and acquisition, Amalgamation, Banks’ Strategy, Human Resources, Bank and financial institutions, customer satisfaction, service quality

"Impacts of Mergers and Acquisitions on Service quality of Banks in Rajasthan", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.929-935, June 2019, Available :http://www.jetir.org/papers/JETIR1908606.pdf

"Impacts of Mergers and Acquisitions on Service quality of Banks in Rajasthan", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp929-935, June 2019, Available at : http://www.jetir.org/papers/JETIR1908606.pdf