Customers' Perception towards Service Quality Dimensions of the Public and Private Sector Banks - An Empirical Study in Erode District of Tamil Nadu

Retail banking in India is currently experiencing a fierce competition as public sector banks, private sector banks and foreign banks are trying to perform their best to expand their respective retail market share. If a bank is incapable of satisfying customers' expectations, it will lose customer-base which, in turn, will result in contraction of market share and adverse impact on profitability. Customer expectations and the need for quality services have substantially increased. As customers become better educated, they demand new products, better and more reliable delivery, as well as more responsive services. As a consequence, to improve competitiveness, banks have to understand customer needs and expectations and satisfy their customers by providing better products and services. Against this backdrop, the present study has been undertaken to analyse the service quality dimensions of the public sector and private sector banks in Erode District of Tamil Nadu.