Open Access Journal

ISSN : 2456-1304 (Online)

International Journal of Engineering Research in Electronics and Communication Engineering(IJERECE)

Monthly Journal for Electronics and Communication Engineering

Open Access Journal

International Journal of Science Engineering and Management (IJSEM)

Monthly Journal for Science Engineering and Management

ISSN : 2456-1304 (Online)

Service Quality in Commercial Banks: A Study of Public Sector Banks in Warangal District

Author : D.Srinivas 1

Date of Publication :16th November 2017

Abstract: This study attempts an investigation of the service quality process in public sector banks, and the customers’ satisfaction thereof. In addition, it will evaluate the existing literature and establish the identity of the gaps in the literature, which will provide the framework on which this research is based. One of the study’s major contributions to the advancement of knowledge is the investigation of the service quality process from a comparative perspective of different commercial banks customer perceptions and expectations. Most of the existing literature refers almost exclusively to the perception of service quality and determining customer satisfaction based on disconfirmation of expectation from customer perspective. The concept advanced within the present study focuses on the role of discriminating customers as satisfied and dissatisfied for the assessment of customer satisfaction on banking services as a refined process. This chapter emphasizes on discussion of the evolution of the literature on customer satisfaction, then the relationship between customer satisfaction and service quality, measuring service quality using modified SERVQUAL model, research gap, and conceptual framework

Reference :

    1. Ahmed, J.U. (2008). Public Sector Banks in the Barak Valley: A Study on Customer Satisfaction. The Nehu Journal. 6 (2). pp. 55–74.
    2.  Amanfi, J.N. & Benjamin (2012). Service Quality and Customer Satisfaction in Public Sector Organizations:. Commonwealth Executive Masters in Business Administration. [Online]. 2012. Research Paper. Available from: http://www.ijsrp.org/research-paper-0217/ijsrpp6223.pdf. [Accessed: 5 September 2017]
    3. Ananth, A., Ramesh, R. & Prabaharan, B. (2011). Service Quality Gap Analysis in Private Sector Banks – A Customers Perspective. Indian Journal of Commerce and Management Studies. 2 (1). pp. 245–252.
    4. Bahia, K. & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing. [Online]. 18 (2). pp. 84–91. Available from: http://www.emeraldinsight.com/doi/10.1108/0265 2320010322994.

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