International Journal of Applied Research
Vol. 2, Issue 6, Part J (2016)
Service quality in the retail banking sector - A study of selected public and new Indian private sector banks in India
Aditi Baghla and Dr. Amandeep Garai
Economic prosperity has changed consumer demographics and technological factors have made consumers demand for better quality and efficient service. The service industry is becoming major contributor to the economy of many countries which were earlier dependent on the manufacturing sector. Service industry particularly the banking sector is not left behind in the competition. Banking industry has been highly commoditized. To be in business, every retail bank should have competitive difference that can be realized to a great extent through customer service excellence. The aim of retail banking industry is to satisfy customers and deepen their relationships. This can be achieved by taking the benefits of every cross-selling and up-selling opportunity. The availability of advanced technologies will help in boosting the cross-selling, increase customer retention and differentiate the brands in the retail banking sector. This empirical study assesses the current status of retail banking in service sector with special references to Banking Sector. The study focuses on service quality parameters and customer satisfaction. On the basis of an empirical study which was conducted in Malwa Punjab, the study concludes that all the service quality parameters play a vital role in customer satisfaction.
How to cite this article:
Aditi Baghla, Dr. Amandeep Garai. Service quality in the retail banking sector - A study of selected public and new Indian private sector banks in India. Int J Appl Res 2016;2(6):598-603.