Factors Determining Service Quality Aspects of Banking Sector in India (With Special Reference to Delhi NCR- A Pilot Study)

Author:Anand Sharmaa, Ashish Gupta*b, Sandeep Kumar Bhartic

Abstract:
In present-day globalized era, companies are vigorously focusing on retaining existing customer in cut-throat competition. Customer loyalty is very significant in creating and retaining competitive advantage in the service industry specifically in sectors like banking industry in India. This realization has made industry researchers and academics to pay more and more attention to study service quality dimensions and their impact on customer satisfaction and loyalty. This study aims to find important dimensions of service quality and study whether service quality dimensions affects customers satisfaction. The paper is based on empirical study to analyze service quality dimensions of banking services in banks located in Delhi-NCR region. For this purpose primary data was collected through a scientifically developed questionnaire. The questionnaire has been personally administered on a sample size of 100, chosen on a convenient basis in Delhi-NCR region. The study found Tangibility, Reliability, Responsiveness, Assurance, Empathy and Assurance as reliable factors to measure service quality of banking services. Service quality dimensions leads to customer satisfaction which ultimately helps in maintaining customer loyalty.

Keywords:Key Words: Banking sector, Service quality, Customer satisfaction, Customer loyalty.

DOI:

International Journal of Trade & Commerce (Vol: 3 Issue:1)