Consumers? Perception on Service Quality of Public Sector Banks

Consumers? Perception on Service Quality of Public Sector Banks
Author(s):
P. Sanyasi Rao, Prof. K.Rama Mohana Rao
Keywords:
Banks, Customer, Perception, Quality, Satisfaction, Service
Abstract
In the era of global economic integration and technology advancement, rapidly changing taste, preferences, and expectations of customers together with increased competition and introduction of new product and services, service industries have started to think to cope up with these new challenges to sustain in the business and marketplace. Customer satisfaction is one of the important outcomes of marketing activity and has been considered the essence of success in today’s highly competitive banking industry. In the changing scenario from product-centric to customer-centric approaches, the focus of marketers has shifted toward their customers and more deliberately on their experiences. The present study focuses on the customers’ perception on service quality of public sector banks. The results reveals that the elements quality of tangibles, reliability, responsiveness and empathy show significant influence on consumers’ perception whereas assurance does not show significant influence on consumers’ perception on service quality.
Article Details
Unique Paper ID: 147066 Publication Volume & Issue: Volume 5, Issue 4 Page(s): 10 - 17
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