Service Quality of Indian Bank in Thanjavur District: Evidence from Survey Data

E Mubarak Ali, G S David Sam Jaykumar and P L Senthil

The IUP Journal of Bank Management, 2011, vol. X, issue 2, 77-94

Abstract: ‘Quality Services’ is the key to win global competition. It influences customer value and customer satisfaction which in turn leads to customer loyalty. Customer perceptions of service quality have greater potential to make correct decisions and to deliver true value services to customers. This paper identifies the critical quality dimensions of banking services based on the quality scale proposed by Parasuraman et al. (1991a and 1991b). The paper investigates the five different service quality dimensions and presents the results.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:icf:icfjbm:v:10:y:2011:i:2:p:77-94

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