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@article{174703,
        author = {Parthgiri Rameshgiri Gosai and Dr. Tejal Shah},
        title = {A Study On Service Quality Of AU Small Finance Bank},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {11},
        pages = {406-411},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=174703},
        abstract = {The service quality of financial institutions plays a critical role in customer satisfaction and retention. This study focuses on assessing the service quality of AU Small Finance Bank, a prominent small finance bank in India, known for catering to the underserved and unbanked segments of the population. The objective of this research is to evaluate customer perceptions of service quality, identify key areas of improvement, and provide recommendations for enhancing customer satisfaction.
A comprehensive survey was conducted among customers from various demographics, including urban, semi-urban, and rural regions. The study employed the SERVQUAL model, which assesses service quality based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data was collected through structured questionnaires and in-depth interviews with bank customers and staff.
The findings reveal that customers appreciate the bank's personalized services and localized operations. However, certain areas, such as the efficiency of digital banking services and customer support responsiveness, require improvement. The study also highlights that financial literacy and awareness programs can significantly enhance customer satisfaction, especially in rural areas.
By addressing these challenges and leveraging advanced technology, AU Small Finance Bank can strengthen customer trust and loyalty. This research provides valuable insights for bank management to formulate customer-centric strategies and enhance overall service quality, thereby improving customer retention and market competitiveness.},
        keywords = {Service Quality, Customer Satisfaction, AU Small Finance Bank, Financial Service, Digital Banking, Customer Experience, Financial Inclusion.},
        month = {March},
        }