Abstract
Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. The present need of banks is to have good relationship with customers by providing quality services to retain the existing and generate or acquire new customers. Thus, this study attempts to study the service quality in the banking sector in the present scenario. The scope of this study is to identify the service quality of public and private banks in Tirunelveli district. This research is based on primary data and secondary data. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The primary data was collected from 300 customers of banks located in Tirunelveli district. The analysis was carried out with the responses of the customers of the public sector banks and private sector banks by adopting stratified random sampling through questionnaire and presented in the form of tabulation. This study brought to light the fact that the customers were very much satisfied on the service quality of the banks in the region but at the same time they expect a lot more from the banks in the present scenario of technological developments in banks.
Highlights
IntroductionService quality remains a critical issue in maintaining and propagating business in the competitive marketplace
Across all service industries, service quality remains a critical issue in maintaining and propagating business in the competitive marketplace
The need for technology based services, new and improved product services and e-services are viewed as important aspects of banking service quality that supports improved and superior quality services provided to customers
Summary
Service quality remains a critical issue in maintaining and propagating business in the competitive marketplace. Environment, it is apparent that service industries need to provide customer with high quality services. Quality means not just meeting but exceeding customer expectations. For this reason, service quality is viewed as an important aspect in the banking industry. The need for technology based services, new and improved product services and e-services are viewed as important aspects of banking service quality that supports improved and superior quality services provided to customers. These are the areas where banks have to focus upon in order to satisfy their customers
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