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Service Quality of Commercial Banks in Sivakasi


Affiliations
1 P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India
     

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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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  • Service Quality of Commercial Banks in Sivakasi

Abstract Views: 32  |  PDF Views: 0

Authors

M. Selvakumar
P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India
V. Sathyalakshmi
P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India
R. Mohammed Abubakkar Siddique
P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India
M. Eswari
P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India
P. Packia Lakshmi
P.G. and Research Department of Commerce, Ayya Nadar Janaki Ammal College, Sivakasi, Virudhunagar District, Tamil Nadu, India

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.

References