A study on service quality dimensions With special reference to Banking sectors

Abstract

The Indian banking industry is going through turbulent times A newlinedecade of economic and financial sector reforms has strengthened the newlinefundamentals of the Indian economy and transformed the operating newlineenvironment for banks and financial institutions in the country The banking newlineindustry being very competitive not only focuses on providing wide product newlinelines to create competitive advantages but also emphasizes the importance of newlineits services particularly in maintaining service quality For the first time in newlinethe last five decades quality has become the key slogan in Indian newlineorganizations as they strive for a competitive advantage in an atomosphere newlinecharaterised by liberlisation globilisation and knowledgeable customers newlineToday Customers are deeply concerned about having a high quality newlineexperience in Banking They expect atmosphere and entertainment and prefer newlinebanks with a personality rather than those perceived as offering a commodity newlineQuality of service is becoming an increasingly important differentiator newlinebetween competing businesses in the Banking sector newline newline