Evaluation of Service Quality and its Impact on Customer Satisfaction in Indian Banking Sector – A Comparative study using SERVPERF
S. Vijay Anand1, M. Selvaraj2
Research Scholar, Anna University of Technology, Coimbatore 641 047, India
Department of Management Studies, Sona College of Technology, Salem 636 005, India
Abstract: This study examines the impact of service quality on customer satisfaction in Indian Banking sector encompassing Public sector banks, Private sector banks, and India’s Post savings bank through SERVPERF scale. The sample included 158 respondents who are customers of various banks have been selected through convenient sampling method. Tools like Reliability analysis, Factor Analysis, One way ANOVA and Regression Analysis were applied and the findings made known that except Tangibility in Public sector and Responsiveness, Tangibility, Competence in India’s Post Saving banking sector, rest of the factors are significantly associated with overall service quality. Besides, factors like Empathy and Responsiveness are highlighted as significant predictors and key factors in determining the customer satisfaction in public sector banks rather than other sectors.
[S. Vijay Anand, M. Selvaraj. Evaluation of Service Quality and its Impact on Customer Satisfaction in Indian Banking Sector – A Comparative study using SERVPERF. Life Sci J 2013:10(1):3267-3274]. (ISSN: 1097-8135).http://www.lifesciencesite.com. 2
Key words: Demographic Variables, Banks, SERVPERF, Competence, Service Quality, Customer Satisfaction, Behavioural Intention.