A Case Study on Customer Satisfaction level post Merger & Acquisition (With special reference to ICICI Bank and Bank of Rajasthan)

Dr. Meenakshi Sharma; Ms. Tanvi Gaur; Ms.Yamini Bansal

Volume : IV, Issue : V, May - 2015

A Case Study on Customer Satisfaction level post Merger & Acquisition (With special reference to ICICI Bank and Bank of Rajasthan)

Dr. Meenakshi Sharma, Ms. Tanvi Gaur, Ms. Yamini Bansal

Abstract :

Mergers and Acquisitions (M&A) has been recognized as the most common way of corporate restructuring. It has been rightly said that change is a necessity of life. In today�s era of technological advancement, firms have to keep in pace with the technological advancement else they are bound to fail in long run. The impact of mergers on consumers can be positive or negative, depending on the industry and the market competition. Mergers and Acquisitions (M&A) has its positive and negative impact on customers, employees, shareholders etc. This paper talks about the satisfaction level of customers post Mergers and Acquisitions (M&A) and also study the case of Bank of Rajasthan merging into ICICI bank. Whenever a company undergoes Mergers and Acquisitions (M&A) they tend to make changes that make a big difference to customers. This results in shifting of even the most loyal customers to switch. The main idea behind Mergers and Acquisitions (M&A) is to venture into new businesses and markets; increase the market share; and aim for monopolizing the market. In this paper the study is done to find out whether the customers are satisfied post Merger & Acquisition. The major findings were that the customers were satisfied with the change and happily accepted the change.