A Study on the Service Quality of Banks with Regard to Demographical Variables of their Customers
Keywords:
Service quality, private banking sector, public banking sector, foreign banking sector, Banking Service QualityAbstract
It is increasingly being recognized that the competition in Indian banking industry is going to be intense day by day. To beat one another, service providers viz. public sector, private sector and foreign sector banks launches new kind of technological application into banking services every day. In this situation, expectations rise and customers become more inclined towards the quality of service aspects. Thus, it is now clear that it is the service quality that differentiates the best banking, in the days to come, out of the average one. This research adopted a survey questionnaire based on the amended Banking Service Quality Scale. It included five service quality dimensions, broken down into 28 statements, for capturing the wide range of services offered by the three banks namely public sector, private sector and foreign sector banks. The research findings show that there are significant differences among the Indian private, public and foreign banking sectors in terms of customer perceptions of service quality and the degree of importance attached to various dimensions of service quality.
References
Bhattacharyay, Biswa N. (1990), "Is Customer Service Deteriorating in the Indian Banking Industry?", the fast growing new marketing concept of Vikalpa, Vol. 15, No. 3, PP. 23-29.
Bhattacharyay, S. K., and Zillur Rahman (2004), "Capturing the Consumers Voice: The Centerpiece of Strategy Making, A Case Study in Banking", European Business Review, Vol: 16, No. 2, pp. 128-138.
Chaudhari, Sumitra (2002), '"Some Issues of Growth and Profitability in Indian Public Sector Banks", Economic and Political Weekly, Vol. 37, No. 22,-pp. 2155-2162.
Coskun, A., and Cheryl J. Frohlich (1992), "Service: The Competitive Edge in Banking." The Journal of Services Marketing, Vol. 6, No. 1, pp. 15-22.
Debasish, Sathya Swaroop (2003), "Service Quality in Commercial Banks: A Comparative Analysis of Selected Banks in Delhi", Indian Journal of Marketing, Vol. 30 (March).
Ghakrabarty, K.C. (1996), "Customer Service in Banks: Search for a New Paradigm", in Jadhav, Narendra (ed.), Challenges to Indian Banking Competition, Glnbalisation and Financial Markets (New Delhi: Macmillan Indian Ltd.), pp. 201-212.
Gopal, K.S. (1997), "Competition in the Banking Industry", IB A Bulletin, January, pp. 11-15.
Kumar, Rajeev, and R.K. Mittal (2002), "Challenges before the Public Sector Banks in India: A Managerial Perspective", The Journal of Indian Management and Strategy, Vol. 7, No. 4, pp. 27-32.
Nash, Susan, and Derek Nash (2003), Delighting Your Customer (New Delhi: BPI Indian Pvt Ltd.), pp. 11-154,.
Phatak, Yogeshwari and Naseem Abidi (2000), "Clients Perception of Quality in: Banking Services: andEmpirical Study", in M. Raghavachari, and K.V.Ramani (eds.), Delivering Service Quality (New Delhi:Macmillan India), pp. 141-146.
