Customers’ Perception Towards Service Quality Of Public Sector Banks Using Servqual

Abstract

Service sector is the lifeline for the social economic growth of a country. It is today the largest and fastest growing sector globally contributing more to the global output and employing more people than any other sector. For most countries around the world, services are the largest part of their economy. The real reason for the growth of the service sector is due to the increase in urbanization, privatization and more demand for intermediate and final consumer services. Availability of quality services is vital for the well being of the economy. The study is based on both primary and secondary data. The primary data were collected from customers having account with the selected four banks for the study. The secondary data were collected from bulletins of RBI and IRDBT, books, bank official websites, bank magazines, reports, newspapers, journals and websites. Details of customers from each bank could not be obtained from the banks due to banks’ privacy issues and topic sensitivity. Therefore, the researcher decided to contact the respondents from the selected bank branches in the district. Simple random sampling method was adopted to select the branches and purposive sampling method was adopted to select the respondents. Customers who are availing banking services from the selected bank are selected for the study. 400 sample respondents were selected for the study from the selected four banks. This paper discussed on the consumers’ perception towards service quality of public sector banks in Tirunelveli District, Tamilnadu, India.