MEASURING THE SERVICE QUALITY â€“ A STUDY WITH REFERENCE TO CORPORATION BANK, UDUMALPET
Bank plays a significant role in the economic development of a country. The banking industry in India is facing certain challenges such as quality service, customer satisfaction, customer retention, customer loyalty. Service quality has become an important tool in the service industry. Service quality is defined as a global judgement, or attitude, relating to the superiority of the service. In today’s increasing competitive environment providing service quality is important for any service industry. Now a days banks have recognize that cost of attracting a new customer is much more than retaining existing customers, so bank are more emphasizing upon customer satisfaction. This paper aims to study the customer satisfaction towards service quality in banks. The result of the study revealed that quick and quality service and safe transaction is the major reason for selecting this bank. The highest gap was found in the dimension of tangibility and reliability.
KEYWORDS: Service Quality, Customer satisfaction, Gap analysis