Author Login IJIRT Partner Network (IPN) Login

A Study of Operational Performance and Service Quality of selected Public Sector Banks

  • Unique Paper ID: 162026
  • Volume: 10
  • Issue: 7
  • PageNo: 387-398
  • Abstract:
  • This study aims to investigate the operational performance and service quality of selected public sector banks. The banking sector plays a critical role in the economy, and understanding the factors that influence operational efficiency and customer satisfaction is vital for the banks' success. The study utilizes a mixed-method research approach, combining quantitative analysis of financial and operational data with qualitative assessment through customer surveys and interviews. A sample of public sector banks will be chosen based on their size and geographical representation. The quantitative analysis will involve examining key financial indicators such as profitability, asset quality, and capital adequacy, as well as operational efficiency ratios. Additionally, the study will employ the SERVQUAL model to measure service quality perceptions of customers, focusing on dimensions like reliability, responsiveness, assurance, empathy, and tangibles. The qualitative aspect will involve collecting feedback from bank customers through structured surveys and conducting in-depth interviews to gain insights into their expectations and experiences with the banks' services. The findings of this study will shed light on the operational strengths and weaknesses of the selected public sector banks and their impact on customer satisfaction. The study will provide valuable recommendations for improving operational efficiency and service quality, helping banks to better meet the expectations of their customers and enhance overall performance in the competitive banking industry.
Download article email to a friend

Cite This Article

  • ISSN: 2349-6002
  • Volume: 10
  • Issue: 7
  • PageNo: 387-398

A Study of Operational Performance and Service Quality of selected Public Sector Banks

Related Articles

Impact Factor
8.01 (Year 2024)
UGC Approved
Journal no 47859

Join Our IPN

IJIRT Partner Network

Submit your research paper and those of your network (friends, colleagues, or peers) through your IPN account, and receive 800 INR for each paper that gets published.

Join Now

Latest Publication

Archive

View More

Recent Conferences

NCSEM 2024

National Conference on Sustainable Engineering and Management - 2024 Last Date: 15th March 2024

Submit inquiry