Service Quality Gap in Public and Private Sector Bank in Uttarakhand

Abstract

newlineEvidence from various studies supports that private banks outperform public banks with respect to service quality levels. Although, much has been written on the topic of service quality, there is no research investigating the differences between the private and public banks in terms of the perceived service quality in a developing country such as India. newlineTherefore, an analysis of banks in India from a service quality perspective should be an interesting prospect. Such an investigation may provide the banks with subtle, intricate information that will help them to reach the elusive competitive edge they are searching for. newlineThis study on banking service quality has been dominated by research aimed at measuring the perceived service quality of the Indian private and public banking sectors. newlineThe statistical analysis of the study showed that the six service quality dimensions mentioned above are indeed valid, reliable and suitable to measure service quality within Indian banks which helped to achieve the research objectives. The research findings revealed that customers of public banks and private banks have not expressed any major difference in the perceptions of service quality. An additional study is needed to help explore and provide insights into the factors responsible for the difference apparently seen in the perceptions of public and private banks service. newline newline newline newline