Customers' Perception towards Service Quality in Select Public Sector Banks

Abstract

The banking sector is facing a changing market due to new technologies, economic uncertainties, concentrated competition and more demanding customers. Banking is a customer-oriented services industry. Therefore, customer is the focus and customer service is the differentiating factor. The purpose of this paper is to evaluate awareness level of customers regarding various services and to examine the key drivers for enhancing the service quality of various public sector banks. This study helps public sector banks to adopt strategies, to frame their policies and to enhance their soundness in service quality. For this study, the data is collected through the questionnaire. The information is gathered from the different customers of public sector banks (SBI, OBC, PNB and Union Bank of India) in Haryana. The results indicated that the quality of services provided by public sector banks are below customers' expectations and in order to achieve higher level of service quality, bank managers should redesign their strategies so as to provide maximum customer satisfaction in terms of service quality.