Influences of Service Quality on Customer Satisfaction of Nationalised Banks in Rural Areas

In a developing country like India there is a need for exercising strict control over the quality of service provided by banks. If banks are under the control of the Govt., it becomes easy for the Central Bank to bring about co ordinated service quality control. The necessity is important for nationalized banks. This paper investigates the influence of service quality on customer satisfaction in Nationalised banks. This study conducted in rural areas and 245 samples were used to analyze the data. Descriptive, multiple regression and correlation statistical tool applied to know most predict variable and relationship between variables in service quality determinants. It is found that responsiveness and reliability are the most predictable variables on customer's satisfaction and tangibility and assurance highly influence customer satisfaction among other service quality variables. M. Priyanghaa | S. Suganya "Influences of Service Quality on Customer Satisfaction of Nationalised Banks in Rural Areas" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26587.pdfPaper URL: https://www.ijtsrd.com/management/other/26587/influences-of-service-quality-on-customer-satisfaction-of-nationalised-banks-in-rural-areas/m-priyanghaa