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Service Quality in Public and Private Sector Banks of India

International Journal on Customer Relations

Volume 4 Issue 1

Published: 2016
Author(s) Name: Shruti Agrawal, Mansh Mittal, Ratish Gupta | Author(s) Affiliation: Daly College Business School, Indore, Madhya Pradesh, India
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Banking sector and its performance play an important role in an economy. The current scenario of Indian banking sector is very dynamic and competitive. To maintain market share it is necessary for banking institutions to acquire large customer base. Customers today are very much aware about various financial services and institutions, moreover they are spoilt for choice. Therefore they can only be retained by providing quality services. The present study focuses on the service quality and customer satisfaction among private and public sector banks in India. It also attempts to compare service quality gaps between customer expectation and satisfaction regarding banking service. The outcome of the study shows that service gap is lower in private sector banks than public sector banks. Reliability and assurance are the dimensions where no significant difference has been observed between public and private sector banks.

Keywords: Customer Satisfaction, Service Quality, Private Banks, Public Banks, Servqual

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