Measurement of Service Quality in Banking Sector

This research aims at measuring the service quality in public and private banking sector in Madurai and Virudhunagar districts of Tamilnadu state and identifying its relationship to customer satisfaction and behavioral intention. The study was conducted among 802 bank customers by using revised SERVQUAL (BANQUAL) instrument with 26 items. Behavioral intention of the customers was measured by using the behavioral intention battery. The study concludes that the individual service quality dimensions have a positive impact on Overall Satisfaction and satisfaction leads to customer behavioural intention.

Autorentext

The Author is a faculty in Marketing Management with 19 years of academic experience. He is honored with Academic Leadership award. Passionate towards training, behavioural studies and consultancies He has published more than 30 articles in journals, completed 2 Strategic consultancy projects and published 4 books and also presented 30 plus papers.