Service Quality in Commercial Banks: A Comparative Study

Abstract

In today’s competitive environment, consumers are increasingly aware of alternatives on offer in relation to services and provider organizations and also of rising standards of service. Consequently, expectations rise and consumers become more critical of the quality of service. So companies can never afford to be complacent. In addition, knowledge of the costs and benefits of retaining consumers relative to attracting new ones draws company’s foremost attention to looking after present customers, responding to their needs and problems, and developing long term relationships. In view of this widespread belief, an attempt has been made in the present paper to study service quality in commercial banks with a view to offer suggestions to make overall service quality in banks more effective and efficient. The results of the study lead us to the conclusion that service quality of foreign banks is comparatively much better than Indian banks and suggests heavy investment by Indian banks in tangibility dimension to improve the quality of service to the customers.