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An Empirical Analysis of Service Quality and Customer Satisfaction in Public Sector Banks in Chennai City
Dr. G. Vijayakumar Assistant Professor of Commerce, Sir Theagaraya College, Chennai.
Pages: 1-11 | First Published: 05 Mar 2020
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Abstract

In India, service sector has been growing rapidly and its contribution to GDP is increasing year by year. Among the service sector financial service is the life blood of monetary activity. Among the financial service banking sector plays an increasingly important role in the economy of nation. The policy of Liberalization, Privatization and Globalization (LPG) has created greater impact in the Indian banking system. This leads to emergence of private and foreign banks in the country. The private sector banks and foreign banks established in the country are providing the effective service with the use of latest technology. This situation may leads to competition for public sector banks. This study hypothesizes and develops an instrument of service quality dimensions and examines the relationship between perceived service quality dimensions and customer overall satisfaction. The detailed descriptive research has been undertaken by the researcher public sector banking service quality and customer satisfaction: A study with special reference to Chennai city. The sample size for the study is six hundred this categorized into three public sector banks namely State Bank of India, Indian Bank and Central bank of India two hundred samples each. The results reveal that the service quality dimensions of tangibles, responsiveness, reliability and assurance are positively and significantly influencing the customers overall satisfaction. Thus, this present research concluded that service quality is the basic and also most important factor that influences the overall customer satisfaction.

Key Words: Customer Satisfaction, Public sector banks, Service Quality.

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