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(
    [id] => 8055
    [paper_index] => EW201803-01-002408
    [title] => MEASURING THE SERVICE QUALITY – A STUDY WITH REFERENCE TO CORPORATION BANK, UDUMALPET
    [description] => <p><strong>Books</strong></p>

<ol>
	<li>Gupta S.P., <em>Statistical Methods</em>, New Delhi, Sultan Chand and Sons., 2015.</li>
	<li>Uppal R.K., <em>Service Quality Customer Satisfaction and Efficiency in Indian Banks, </em>Sarup Book Publishers Pvt. Ltd., 2011.</li>
	<li>Edwin Gnanadhas M &amp; Fatima Holy Ghost S., <em>Service Quality in Commercial Banks, </em>Discovery Publishing House Pvt.Ltd.,2016.</li>
	<li>Natarajan L., <em>Services Marketing, </em>Margham Publicataions., 2015.</li>
	<li>Govind Apte., <em>Services Marketing, </em>Oxford University Press., 2014.</li>
</ol>

<p><strong>Journals</strong></p>

<ol>
	<li>Lakshmishree P &amp; Raja P., &ldquo;A Study on Service Quality Gap in Banking Sector, with special reference to State bank of India in Salem city&rdquo;, <em>International Journal of Applied Research, </em>ISSN 2394 &ndash; 7500, February 2017, pp 887-891.</li>
	<li>Vasanthi T &amp; Gowri D., &ldquo;Study on Customer Perception towards Service Quality Attributes of Public Sector Banks and Private Sector Banks&rdquo;, <em>&nbsp;International Journal of Scientific and Research Publications, </em>Volume 3, Issue 2, February 2013.</li>
	<li>Thangapandi G &amp; Gobinath K., &ldquo;A study on Customer Service Quality of Banks in Tamilnadu&rdquo; <em>Indian Journal of Research, </em>Volume 3, Issue 2, May 2016, pp 61- 65.</li>
</ol>

    [author] => S.Suriyadharshini
    [googlescholar] => https://scholar.google.co.in/citations?user=KeqZGcIAAAAJ&hl=en
    [doi] => 
    [year] => 2018
    [month] => March
    [volume] => 6
    [issue] => 3
    [file] => eprapub/EW201803-01-002408.pdf
    [abstract] => <p>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. &nbsp;Service quality is defined as a global judgement, or attitude, relating to the superiority of the service. In today&rsquo;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.</p>

<p><strong>KEYWORDS: </strong>Service Quality, Customer satisfaction, Gap analysis</p>

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    [journalname] => EPRA International Journal of Economic and Business Review(JEBR)
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    [eissn] => 2347-9671 (O), 2349-0187(P)
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