Quality of service evaluation a study with reference to public sector banks in chennai district

Abstract

Economic liberalization and globalization, information technology newlinerevolutionary, changing customer requirements and increasing competition have newlineposed a challenge to the existing Indian Banking Scenario. During the past few newlineyears, the banking sector had witnessed revolutionary changes1. The entry of newlineprivate and foreign banks has posed a challenge to the monopoly enjoyed by the newlinenationalized banks. With increasing competition, the importance of quality newlineservices in banking has gained paramount importance. To survive, banks will newlinehave to rethink their strategies in delivering quality services to attract and hold newlinecustomers. The service challenge involves developing new services that will newlinemeet customers needs in a better manner improving the quality and the variety newlineof existing services and finally, providing and distributing these economic newlineservices in a manner that best serves the customers. newlineThe international economic environment is witnessing a number of newlinechanges. Trade negotiations among different countries have led to opening up of newlinevarious sectors to foreign participation, which so far enjoyed government newlineprotection. The General Agreement on Tariff and Trade (GATT) which newlinesuccessfully launched seven rounds of negotiations has led to a reduction in newlinetariffs from 5 per cent to less than 4 per cent as well as reductions in non tariff newlinebarriers. newline