Banking Industry and its Service Quality: Customer Perception and Expectation

This paper examines the customers' expectations and their perceptions related to various services offered by banking industry. Customer satisfaction being top priority across all industries, we find determinants of service quality performance in Banks. Being industry there may be a big difference between expected perceived quality. Expectation customers with regards can vary based on range factors such as prior experience, personal needs what other people have told them. The is determined five dimensions which are: Reliability, Responsiveness, Assurance, Empathy Tangibles (Appearance physical facilities, equipment etc.). SERVQUAL method used gap Customers Public Sector Banks Multinational are target population for research, while sampling frame includes Kanpur Some non-users also included understand Banks' pull them users. To minimize error bias demographic segments been sample size. findings results useful PSU improve quality, emerging managers get idea same future prospects