IJFANS International Journal of Food and Nutritional Sciences

ISSN PRINT 2319 1775 Online 2320-7876

Service Quality Measurement In Private Sector Banks In India: An Empirical Study

Main Article Content

Dr. Md. Rahmatullah

Abstract

In an atmosphere of intensifying globalisation and increasing competition, customer satisfaction has taken a priority like never before and the banking sector is not exclusive of the demands and standards in service quality expectations. It is important for each banking corporation to attract and acquire a large customer base to stay relevant and the struggle is more than ever with the increasing choices, ranging from public sector banks to corporate private banks. Technology integration in banking has also seen a higher influence on customer satisfaction, customers prefer tech savvy banking experience as there is a demand for a no-wait or minimum wait banking experience. And unlike before, private banks like HDFC and ICICI are slowly taking over the market in India, a field which was previously ruled by sheltered public sector banks like SBI. And this is happening not just in metropolitan cities but in rural areas as well, as there are more innovative, integrative and attractive offers being given on top of high quality customer value and service. This paper intends to study existing literature to evaluate the measure of service quality in Private sector banks in India. The researcher had surveyed 297 people from private sector banks to know the Service Quality Measurement and its effects in Private Sector Banks in India. The study concludes that there is a significant effect of Service Quality Measurement in Private Sector Banks in India.

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