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Shankari, L.
- Perception of Bank Customers-An Impact Analysis
Authors
1 Sona School of Management, Salem, IN
Source
PES Business Review, Vol 5, No 2 (2010), Pagination: 60-75Abstract
In this competitive banking era, the three segments of banks in India namely, SBI and its Associates, Other Public Sector Banks and Private Sector Banks should make an attempt to identify the service quality factors and analyze the impact of the perception of the customers on the service quality dimensions, so that they could try to capitalize on the most influencing service quality dimensions and improve on the other service quality dimensions to have a competitive edge. In this research study, an attempt is made to identify the various factors influencing service quality of banks and the impact of the perception of customers on various service quality dimensions. The study is done in commercial banks at Salem district, Tamil Nadu and the sample size of the customers is 895 and customers are chosen using stratified random sampling method. For the purpose of analysis, multiple regression and factor analysis have been used.Full Text
- Relative Importance of Servqual Dimensions in Indian Service Sectors
Authors
1 NMSSVN College, Madurai, IN
2 Sona School of Management, Salem, IN
Source
PES Business Review, Vol 3, No 2 (2008), Pagination: 3-14Abstract
The Indian Service Sector is facing inter-changes in the economy especially after globalization. The entry of private and foreign companies puts a high pressure on government owned companies and challenges the provision of services at the international standards. These changes result in higher focus on non-price strategy especially service quality of the companies. Each company wants to become more customer centric for their survival and growth. Even though there are so many studies related to service quality and its consequences, only a few studies are related with the relative importance of service quality dimensions in various service sectors as per their customers' view. Hence the present study focuses to fill up this research gap.
The study includes five service quality dimensions proposed by Parasuraman et.al., (1986). The included service sectors are Banks, Insurance, Hotels, Restaurants, Health Care Centres, Transports and Educational institutions. The customers of the above said seven sectors have been included for the present study. The relative importance of each service quality dimension is measured in all seven sectors with the help of paired comparison and 't' test. The results suggest that the relative importance on service quality dimensions in the service sectors is statistically different. Hence, it is highly essential to use the weighted SERVQUAL/SERVPERF scale to evaluate the service quality analysis in any service sector.
Keywords
Service Quality, Growth, Indian Service Sectors, Non-Price Strategy.Full Text