Service Quality in Commercial Banks A Comparative Study of Select Public and Private Sector Banks in Warangal District

Abstract

The service sector in India1 is remarkably diverse. It comprise a wide array of industries that promote to individual customers and organizational customers, as well as to government agencies and nonprofit organizations. The service sector in India is the most vibrating sector which is estimated to contribute around 54.0 per cent of India s Gross Value Added in 2017-18 and employed 28.6 per cent of the total population. Net Services exports from India3 grew 14.98 per cent year-on-year to US$ 77,562.89 million in 2017-18. Both domestic factors and global factors significantly affect the services sector. The Indian facilities management market is expected to grow at 17 per cent CAGR between 2015 and 2020 and surpass the US$19 billion mark supported by booming real estate, retail, and hospitality sectors. The success for the growth of services sector has increased the responsibility of the service providers towards qualitative services. The increasing competition in the services sector has made the service quality as the core determinant of success of the service organizations newline