Does Service Quality Differentiate Banking Services? Evidence from India

Abstract:     
The banking sector in India has made significant progress since the economic reforms in 1991 owing to entry of private sector banks, higher utilization of technology, innovative products and so on. Service quality (or excellence), of course, is still debatable issue in Indian banks due to lack of trained manpower, ignorance of general public towards advancement in banking services, lack of trust on technology, etc. The present study seeks to address some of these issues related to service quality in a sample of public sector and private sector banks in Dehradun which is one of the most beautiful resort centers in India because of its scenic natural beauty, beautiful forests, waterfalls and surroundings and also, the capital of the newly formed state of Uttarakhand.

Number of Pages in PDF File: 24

Keywords: Banks, service quality, servqual, gaps in service quality, expected service, perceived service

JEL Classification: D53, E44, G21, L32, O16

working papers series