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- Title
EMPIRICAL INVESTIGATION OF SERVICE QUALITY IN RETAIL BANKING: COMPARISON OF STATE BANK OF INDIA AND ICICI BANK, AHMADABAD.
- Authors
GOPLANI, RASHI M.
- Abstract
The service sector essentially has an element of intangibility. Hence, quantitative methods may not be of use to solve this issue. The service sector is the one which has direct and utmost customer interaction and so their satisfaction can be used as a benchmark for quality management. This paper focuses on the perceptions of the customers of service quality provided by a public sector bank (SBI) and a private sector bank (ICICI).A sample of 100 customers was taken from each bank so as to gauge their satisfaction levels regarding the services provided by the bank of their choice. The customers of SBI showed dissatisfaction regarding employee behaviour whereas for ICICI, the customers perceived lack of reliability. The employees of ICICI failed to instill confidence in customers. The banks can thus design a service that raises the satisfaction levels of employees.
- Subjects
RETAIL banking; CUSTOMER satisfaction; STATE Bank of India; ICICI Bank Ltd.; EMPLOYEE attitudes; CUSTOMER services
- Publication
CLEAR International Journal of Research in Commerce & Management, 2013, Vol 4, Issue 3, p93
- ISSN
2249-4561
- Publication type
Article