A Study of Operational Performance and Service Quality of selected Public Sector Banks
Author(s):
Sandeep Kaur
Keywords:
operational performance, service quality, public sector banks, financial indicators, SERVQUAL model.
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.
Article Details
Unique Paper ID: 162026

Publication Volume & Issue: Volume 10, Issue 7

Page(s): 387 - 398
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