SERVICE QUALITY OF PUBLIC SECTOR BANKS - A STUDY

G. Ramu; V. Anbalagan

doi:10.29121/granthaalayah.v5.i7.2017.2173

Authors

Dr. G.Ramu Research Advisor and Assistant Professor, P.G and Research Department of Commerce, Thiru. Vi. Ka. Govt. Arts College, Tiruvarur, India
V.Anbalagan Assistant Professor, P.G and Research Department of Commerce, M.R. Government Arts College, Mannargudi, India

DOI:

https://doi.org/10.29121/granthaalayah.v5.i7.2017.2173

Keywords:

Service Quality, Private Sector Banks, Dimensions of Service Quality, Customer Satisfaction and Banking Services

Abstract [English]

The banking scenario in India is of a highly developed nature, even though it is still far from achieving world standards in terms of size, products and services. Indian banks have realized that along with organic growth there is a need to grow inorganically as well, in order to be competitive with other players in the market. In this scenario, banking has been the focus of attention for the banking industry. Gronross, a service marketing expert, proposed that a service firm, in order to simultaneously attain success, must develop its service quality. Firstly, it must define how the consumers perceive service quality and secondly, determine in what way service quality is influenced. Consumers all over the world have become more quality conscious; hence there has been an increased customer demand for higher quality service. Service operations worldwide are affected by this new wave of quality awareness and emphasis. Therefore service-based companies like the banks are compelled to provide excellent services to their customers in order to have sustainable competitive advantage, especially in the current trend. This study identifies quality dimensions significant to enable the banks to develop the strategies improving the quality of service delivery. It is found through the present study that the public sector banks in Karur district are losing market share to private and foreign banks. To survive in this competitive scenario all public sector banks are forced to introduce innovative services, schemes in order to retain existing customers and attract new customers.

Downloads

Download data is not yet available.

References

Bauer, Hans H. et al., (2005). Measuring the quality of e-banking portals, International Journal of Bank Marketing, Vol. 23, No.2, pp. 153-1 75.

Benson (2006), Reforms in Banking sector and their impact in banking services, SAJOSPS, July-December, pp 77-81.

Bhat, Mushtaq A. (2005), Correlates of service quality in banks: An Empirical Investigation, Journal of Services Research, Vol. 5, No. l, April-September, pp 77-99.

Dhar, Upindar et al. (2004), Service with a difference A Comparative analysis of private and public sector banks, Prestige journal of Management and Research, Vo1.8, No. 12, April-October, pp. 17-43.

Golden, S. A. R. (2015). Regional Imbalance affecting quality of e-banking services with special reference to Tuticorin District-An Analysis. International Journal of Research, 2(3), 788-798.

Golden, S. A. R., & Franco, C. E. (2014). Role of Commercial Bank in the Growth of Micro and Small Enterprises. Golden Research Thoughts, 3 (7), 1, 5.

Golden, S. A. R., (2015). Satisfaction of Customers towards User Friendly Technological Services offered by Public and Private Sector banks at Palayamkottai, Tirunelveli District. International Journal of Research, 2(3), 775-787.

Gopalakrishnan, V. (2004), Marketing of Banking Services in the globalised scenario - Emergency challenges, Indian Journal of Marketing, Vol. 34, No.5, May, pp. 26-28.

Khan, Nisar Ahmed and Rahmatullah, Md. (2005), Performance of Commercial banks in India, Southern Economist, Vol. 44, No. l, May 1, pp 55-58.

Krishnaveni, R and Divyaprabha, D. (2005), The impact of globalization on banking industry, SAJOSPS, July-December, pp 74-80

Lewis and Booms (1983), Service quality perceptions in banks: A comparative analysis, VISION - The Journal of Business Perspective, Vol. 9, No.1, January-March, pp 11 – 19.

Prabha, Divya and Krishnaveni (2006). Service quality perception of banking service - with reference to corporate customers, ACRM Journal of Business and Management Research, Vol. l, No. 1, February, pp. 45-49.

Sathye, Milind (2005), Privatization, Performance and efficiency: A Study of Indian banks, VIKALPA, Vol. 30, No. 1, January-March, pp 7-16.

Velmurugan R.and Vanitha E., (2015) Service Quality of Public Sector Banks, PARIPEX - Indian Journal Of Research, Volume: 4 , Issue : 4, April 2015, p.4.