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International Journal of Scientific & Technology Research

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IJSTR >> Volume 8 - Issue 10, October 2019 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



A Structural Compendium On Service Quality And Customer Satisfaction: A Survey Of Public Sector Banks In India

[Full Text]

 

AUTHOR(S)

Dr.J.POORNIMA, Dr.S.AMUDHAN, S.B.SALEENA DESAIv

 

KEYWORDS

BANKQUAL, customer satisfaction, service quality, Public sector Banks, structural compendium, money lenders and financial services.

 

ABSTRACT

The Indian banking sector has emerged as one of the strongest drivers of India’s economic growth. Today, banking sector has been facing stiff competition among intra and inter-banks on one side and foreign banks on other side after economic reforms. Service Satisfaction of the customers is an invaluable asset for Banking Institutions providing unmatched competitive edge. It helps in building long term relationship as well as brand equity. The best approach to customer retention is to deliver high level of customer satisfaction that result in strong customer loyalty. Customer satisfaction is a very important construct in today’s market. Therefore, it is the utmost duty of banks to safeguard his interests and meet his expectations with the products/services offered. The core aim of the research is to measure and analyze the quality of services offered by the selected public sector banks in India and to attempt to know how bank services quality affects customer satisfaction. By administering both questionnaires and personal interviews, researchers garnered the opinions of a total of 700 respondents with BANKQUAL statement. The authors applied Cronbach’s alpha to test reliability and the selected hypotheses have been proven with Mann-whitney U test, Henry Garrett Ranking Method and Friedman Test. The research is most precious to diverse stakeholders of the Indian banking industry, particularly to banks who want to know about their existing service quality for further improvement. For the first time, the researchers introduced the comprehensive BANKQUAL statement to test out the quality of bank services in India.

 

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