Service Quality Gaps Among The Selected Public And Private Sector Banks In Visakhapatnam City
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 3
Abstract
Indian Financial System Is Undergoing Speedy Expansion And Quantitative Progression Of Existing Financial Service Institutions As Well As New Financial Systems. The Sector Comprises Commercial Banks, Insurance Companies, Non-Banking Financial Companies Etc. Rbi Has Permitted New Entities Such As Payments Banks Recently In Addition To The Existing Institutions. Indian Banking Sector Is Fiercely Competitive In The Post Liberalization Period Which Positions Up A Need To Emphasis On Service Quality Exponentially. Service Quality Is A Customer Centric Element In Service Sector Impacting Customers’ Satisfaction. Service Quality Is An Abstract Term Which Is The Difference Between Customer Expectations And Perceptions Of Service. Service Quality Among Customers Will Be Formed Through Core Services, Service Delivery, Tangibles, Reliability And Competency. In Banking Sector, Service Quality Is A Multi-Variable Concept. The Present Study Was Proposed To Be Performed Among Two Leading Banks Sbi And Icici Located In Visakhapatnam. The Study Has Focused On Ascertaining Customer Insights Regarding Service Quality In Banks By Comparing Perceptions And Expectations Of A Sample Of 100 From Each Bank By Using Convenience Sampling Method. The Research Carried Out By Comparing The Dimensions Of Service Quality Between Private And Public Sector Banks Using Servqual Basis. A 25 Item Scale Was Constructed And Administered To Identify The Gap Between Expectations And Perceptions Of The Banking Customers Known As Service Quality Gap And To Incorporate The Customer Expectations In Improving The Service Quality. This Research Developed An Instrument Which Helps Researchers And Managers To Measure The Service Quality Effectively By Defining Service Quality Dimensions And What Constitute Are Service Quality Dimensions. An In Detailed Discussion With Analysis Along With Findings And Suggestions Are Presented.
Authors and Affiliations
Mr. D. Sidhardha, Dr. P. Purna Chandra Rao
Keywords
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- EP ID EP409916
- DOI 10.9790/487X-2003032025.
- Views 62
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