Service Quality: A Comparative Study Between State Bank of India and ICICI Bank

Abstract

Service quality has become an important tool in the service industry. The concept of customer satisfaction is widely recognised as a key differentiator which occupies a vital position in marketing thought and practice and is the major outcome of any marketing activity. This study makes an effort to understand the difference in service quality offered by the state bank of India and ICICI bank. SERVQUAL model which was proposed by Parasuram et al. is used to measure the service quality perceived by the customers of the state bank of India and ICICI bank in Srinagar city, a city in Jammu and Kashmir and a state in India. The information as gathered from the different customers of both banks Viz., State bank of India and ICICI bank Forty respondents from each bank were contacted personally in order to seek fair and frank responses on the quality of services in banks. The analysis clearly shows that there exists a wide perceptual difference among state bank of India regarding overall service quality with their respective customers when compared to ICICI bank whereas the said perceptual difference in ICICI bank is narrow.