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Service Quality of Commercial Banks in Sivakasi

International Journal of Banking, Risk and Insurance

Volume 6 Issue 1

Published: 2018
Author(s) Name: Selvakumar M., Sathyalakshmi V., Mohammed Abubakkar Siddique R., Eswari M., Packia Lakshmi P. | Author(s) Affiliation: Assist. Prof., P.G. and Research Dept. of Comm., Ayya Nadar Janaki Ammal College,Tamil Nadu, India.
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Abstract

Indian banking industry in current scenario is booming and undergoing a rapid growth. Emergence of new generation private and foreign banks in Indian banking sector has raised competitiveness in the industry. The present study aims at identifying the extent to which the service quality of a bank affects its competitiveness. The outcome of the study reveals the current perception about banks, rooted in minds of customers which could be useful in formulating the strategies in future operations of the banks and for attainment of its goals in this competitive scenario.

Keywords: SERVQUAL, Commercial Banks, Expected Service Quality, Perceived Service Quality

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