文章基本信息

标题：Bank Officers’ Perspective on Implementation of Citizen Charter
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作者：Vijeta
期刊名称：International Journal of Research in Management, Science & Technology
印刷版ISSN：2321-3264
出版年度：2015
卷号：3
期号：2
出版社：Prannath Parnami Institute of Management & Technology, Hisar
摘要：Citizen charter proposed to make the citizen powerful by mentioning their right, duties and advantages, to make the administration citizens friendly. Around the globe, many countries adopted the concept of citizen charter as a result of extensive global reforms in public service delivery. Even the citizen charter are of great importance, in recent years there have been many doubts between professionals on whether service providers are achieving the desired service delivery standards listed in the charter. The study focused on perspectives of bank officers regarding the implementation of citizen charter. The study focused on the disposition and competency of the bank employees.Improvement in service delivery is demanding due to increased awareness level of consumers regarding their rights which they can access in getting the service to fulfil their demands. Because of an increase in literacy level there is a need for an effective administration. Citizen charter is a document stated the set of principles and guidelines which one can use in getting the service.
关键词：Citizen Charter; service delivery; competency