Banking Technology Services Quality Gap between Public and Private Sector Banks
G. Uma Maheswari
Dr. G. Uma Maheswari, Assistant Professor, Department of HR, Siva Sivani Institute of Management, Secunderabad, India.
Manuscript received on September 24, 2019. | Revised Manuscript received on October 15, 2019. | Manuscript published on October 30, 2019. | PP: 970-973 | Volume-9 Issue-1, October 2019 | Retrieval Number: A9449109119/2019©BEIESP | DOI: 10.35940/ijeat.A9449.109119
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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: The key objective of the paper is to draw out the association between the quality of services rendered by banks and the satisfaction of the customer in public and private sector banks. To identify the gap of these two factors, gap analysis performed and the finding are disclosed. The study also aims at bringing out the most important attributes of the service quality that distinguish one bank from another. A comparative analysis was performed between the customers of public sector and private sector banks with the factor perceived quality. The SERVQUAL tool is the most effective tool to assess the service quality in banks all over the world. The survey adopted the five dimensions of the service quality (Tangibility, Responsibility, Reliability, Assurance and Empathy) to measure their effect on satisfaction of customer. The structured questionnaire was distributed to 420 customers of different public and private sector banks and preferred 418 completely filled questionnaires, analyzed the data and interpreted the results.
Keywords: Servqual, Public Sector, Private Sector, Customer Satisfaction, Banking Sector, Perceived Quality, Gap analysis.