Assessing Customer Perspectives on Mergers and Acquisitions in the Indian Banking Landscape: A Case Study from Manipur

Abstract

In today's dynamic corporate environment, mergers and acquisitions are crucial strategies for firms striving for long-term sustainability and effectiveness. This is especially pertinent in the Indian banking sector, which caters to a large customer base where exemplary customer service is essential for business prosperity. This study investigates the repercussions of mergers and acquisitions on customers within the Indian banking sector. Employing a descriptive approach, the research utilizes both primary and secondary data sources. Primary data is gathered through a convenient sampling method from customers in Manipur yielding 56 completed questionnaires out of 60. The collected data undergoes quantitative analysis using IBM SPSS, employing techniques such as percentage analysis and factor analysis. The results highlight three significant factors – technological improvement, customer orientation, and speed of integration – that collectively account for 60.74% of the variance. While acknowledging limitations such as potential variability due to sample size, the study offers valuable insights into the impact of recent mergers and acquisitions on Indian banking customers. By focusing on this specific demographic, it enriches the existing literature with a nuanced examination of their experiences and perspectives.