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All Journal Journal of Global Business and Management Review
DES RAJ
Kurukshetra University Kurukshetra
Economics, Econometrics & Finance

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A Study of Customer Perceptions of Service Quality in the Indian Banking Sector DES RAJ
Journal of Global Business and Management Review Vol 4 No 1 (2022): Journal of Global Business and Management Review
Publisher : Program Sarjana Manajemen Universitas Internasional Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37253/jgbmr.v4i1.6548

Abstract

Service quality is a powerful weapon which is used by the marketers to differentiate their services from the competitors. In this context, this study investigates the difference between the banks in respect to the service quality dimension. SERVQUAL model has been selected to measure the service quality in Northern Province of Sri Lanka. Four main commercial banks were selected for the study. Three hundred and fifty questionnaires were issued for data collection based on Convenience sampling method. SPSS version 18 was used for data analysis. Discrepancy was found in customer perception of services in terms of tangibles and reliability dimensions between banks. Keywords: Service quality, tangibles, reliability, responsiveness, assurance, empathy, banks
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