Service Quality Dimensions in the Banking Sector

Authors

  • Dr. S. Revathi Assistant Professor, Department of Bank Management (SS), Ethiraj College for Women, Chennai, TN, IND. Author

DOI:

https://doi.org/10.54368/qijcm.1.1.0005

Keywords:

Service Quality, SERVQUAL, Tangibility, Reliability, Responsiveness, Assurance, Empathy

Abstract

The dynamic role played by services marketing in the growth and development of any country is tremendous and inevitable, since emphasis is on to delivery of quality services in all the sectors.  This paper examines the discriminatory power of service quality dimensions regarding ‘Tangibility’, ‘Reliability’, ‘Responsiveness’, ‘Assurance’, and ‘Empathy’ with respect to Public bank, Private Bank and Foreign Bank. The standardized questionnaire is used to collect the data and SPSS package is used to carry out percentage and Multiple Discriminant Analysis.

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Published

2021/03/30

Issue

Vol. 1 No. 1 (2021)

Section

Original Articles

License

Copyright (c) 2021 Quing: IJCM

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Revathi, S. (2021). Service Quality Dimensions in the Banking Sector. Quing: International Journal of Commerce and Management, 1(1), 1-6. https://doi.org/10.54368/qijcm.1.1.0005

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