A COMPARATIVE ANALYSIS OF CUSTOMER SERVICE QUALITY IN PUBLIC AND PRIVATE SECTOR BANKS IN INDIA WITH A SPECIAL REFERENCE TO BANGALORE

Charles Ambrose A PhD Research Scholar, Department of Commerce, St. Joseph's College (Autonomous), Trichy-2. Affiliated to Bharathidasan University, Trichy
Subhash N PhD Research Scholar, School of Commerce and Management, Garden City University, Bangalore.
Dr. Durai Pandiyan Professor, School of Commerce and Management, Garden City University, Bangalore.
Princy Nisha D PhD Research Scholar, Department of Commerce, St. Joseph's College (Autonomous), Trichy-2. Affiliated to Bharathidasan University, Trichy.
Dr.K.Alex Associate Professor, Department of Commerce, St. Joseph's College (Autonomous), Trichy-2. Affiliated to Bharathidasan University, Trichy.
Dr.S.Mariadoss Assistant Professor, Department of Commerce, St. Xavier's College (Autonomous), Tirunelveli. Affiliated to Manonmaniam Sundaranar University, Tirunelveli.

Abstract

In the context of technological revolutions and business diversification strategies in Government run PSU Banks and Private Sector Banks in India, banks need to design best service policies to attract customers keeping in view exponential growth of customer base. The customer service quality plays a vital role in achieving the productive, growth via maximizing its reach to target customers and profitability. Assessment of the quality of services rendered by the PSU Banks and private sector banks is very important for the banking business. The study has identified, the service model to identify the gaps between perception and expectations from various service quality dimensions amongst its customers of PSU Banks and private sector banks. To improve the bank's performance in terms of Profitability, Outreach of customers base and removing the obstacles in offering valuable services, the PSU Banks are facing high competition amongst its counterparts i.e. the private sector banks and Foreign banks. In this era of globalization, digitalization and changing consumer needs, the PSU Banks have to face challenges in venturing new areas of customers desires. The PSU Banks are forced to adapt to the best practices in terms of redesigning the new economic/ monetary policies and at a micro level the banking products.

 

 

 

Keywords:

PSU Banks – Govt owned banks which holds more than 51% of Equity, bank's performance, comparative analysis, service model, service quality,

 

 

 


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References



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