Measuring Banking Service Quality among Public Sector Banks in Tiruchirrappli District
Sujatha Jeyarama1, I.Narsis2
1Mrs. Sujatha Jeyaraman, Assistant Professor Department Of Business Administration Government Arts College Tiruchy.
2Dr.I.Narsis, M.Com, M.Phil, Mba, M.A, M.Ed, Pgdca, Ph.D Assistant Professor & Research Advisor Pg & Research Department Of Commerce, Government Arts College, Tiruchy.
Manuscript received on September 16, 2019. | Revised Manuscript received on 24 September, 2019. | Manuscript published on October 10, 2019. | PP: 1898-1904 | Volume-8 Issue-12, October 2019. | Retrieval Number: L28801081219/2019©BEIESP | DOI: 10.35940/ijitee.L2880.1081219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Background: In a competitive environment all commercial banks retail services either Public sector banks or Private sector banks are required to offer almost same services. They want to attract a new customer and retain the old customer by the way of differentiate themselves in providing and performing the well know banking services to its customer. This research study has measuring the effectiveness of banking six service quality constructs among public sector banks. Objective: Based on the above background of the study, the research paper have an objective to measure the effectiveness of six banking service quality constructs among public sector banks. Methodology: This study was purposive to measure the effectiveness of banking service quality among public sector banks in urban area of Tiruchiraappalli district. The researcher has purposively select 292 bank customer as sample respondent of Public sector bank located in the urban area of Tiruchirappalli District. Results and Discussion: In Public sector bank, the tangible indicator namely “Comfortable lobby area and adequate parking space” and the tangible indicator namely “Availability large number of branches with internet banking facility” were influence the customer.
Keywords: Service Quality, Responsiveness Tangibility Reliability Assurance Accessibility Empathy
Scope of the Article: e-Commerce