Service Quality Of Banks A Study Of Private And Public Sector Banks In Ncr

Abstract

The Indian banking service quality literature is replete with studies measuring newlineand debating the superiority of private banks over public banks. Though offering congruent newlineproducts, yet the new age private sector banks are perceived to provide better service quality newlineand customer satisfaction as compared to the old public sector banks in India. The research newlineseeks to understand and compare the perceived service quality differences between private newlineand public sector banks in NCR. newlineLiterature has reached the consensus that service quality impacts customer newlinesatisfaction and customer satisfaction influences business success and survival. Realizing newlinethe importance of service quality, several researchers have examined service quality newlineperceptions across public and private banks across geographies. Besides studies in newlineinternational settings, several researchers examined service quality differences in Indian newlinebanking sector too. Most of the studies evaluated service quality differences across public newlineand private sector banks in India through traditional banking or branch banking. With the newlinecoming up of technology, several researchers studied service quality differences across newlineonline banking or e-banking too. However, these studies focused only on only service newlinedelivery channel traditional/branch banking or modern/online banking. Modern banking newlineencompasses both branch and online banking with customer switching across channels newlinedepending on his needs. Service quality can thus be explained as a composite index newlinecomprising of both branch banking and online banking experience. Owing to this realization, newlineit becomes imperative to evaluate service quality across branch banking and online banking newlineservices. Analysis of both branch banking and online banking service delivery channel helps newlinefill the void in service quality literature. newlineWith the aim to fill this void, the study uses the pre-existing service quality newlinemodel called SERVPERF for performing comparative assessment of service quality across newlineprivate and public sector banks in National Capital