Service quality and customer satisfaction at Indian Banks

This article examines whether service quality of Indian commercial banks is correlated with customer satisfaction that fosters customer loyalty. Further an analysis is done to study the perceptual difference of public and private sector bank customers with respect to service quality rendered to them. The Service quality is assessed through well-established SERVQUAL dimension. Data were collected from 100 valued customers of public and private scheduled commercial bank branches in BilaspurChhattisgarh. A questionnaireeliciting information on SERVQUAL dimensions to measure service quality was served to respondents. The data collected is analyzed through Correlation analysis and ANOVA analysis. A significant correlation between quality of service and customer satisfaction is found. Further public sector and private sector banks differ in service quality offered by them as per perception of their customers.