Assessment of Service Quality in Public versus Private Sector Banks of Lucknow

ADHYAYAN: A JOURNAL OF MANAGEMENT SCIENCES

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Field Value
 
Title Assessment of Service Quality in Public versus Private Sector Banks of Lucknow
 
Creator Mitra, Shruti; Associate Professor, IILM Academy of Higher Learning, Lucknow
Gulani, Richa; Faculty Associate, IILM Academy of Higher Learning, Lucknow
 
Subject Service quality, customer perception, customer satisfaction, customer trust, reliability.
 
Description In the present scenario banking sector of India is running under dynamic challenges, concerning both customer base and performance. Service quality is an indispensable competitive strategy to retain customer base. Service quality plays a major role in getting customer satisfaction. Banks are trying hard to win customer satisfaction by providing better quality services. This study compares customer’s perceptions of service quality in both public and private banks of India. The service quality of both banks has been measured using SERVQUAL (service quality) scale. The results show that dimensions of service quality such as, tangibility, reliability, responsiveness, empathy and assurance, significantly predicts customer’s trust and commitment.
 
Publisher School of Management Sciences
 
Date 2016-05-16
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://myresearchjournals.com/index.php/ADHYAYAN/article/view/4017
10.21567/adhyayan.v3i2.10187
 
Source Adhyayan: A Journal of Management Sciences; Vol 3, No 2 (2013)
2455-8656
2249-1066
 
Language eng
 
Relation http://myresearchjournals.com/index.php/ADHYAYAN/article/view/4017/3754
 

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