A Study on Customers’ Perception and Expectation on Core Service Quality in Commercial Banks

Abstract

Substantial liberalization of the financial services sector has taken place which has led to an increasingly competitive environment in which the market share of government banks has been reduced. Customers in major urban centers have not only indented their choices, but are also being benefited from competitive prices and improved services. The market today has become more customers centric and has also seen a humongous change in its environment. The key to success in this changed competitive environment will be one's ability to reach the customer at his doorstep and meet his requirements of services and products in a tailored mode, paving way to increased glee and satisfaction of the customers. This will call for innovation in the abilities to identify, anticipate, manage and minimize risks in the process of adverse selection of customers not only with the existing products and services but also in relation to the banking products of tomorrow.