Influence Of Service Quality Dimensions On Customers’ Behavior And Accessibility In The Public Sector Banking

European Journal of Molecular and Clinical Medicine

16 Pages Posted: 2 Mar 2021

See all articles by Baranidharan S

Baranidharan S

SRM Institute of Science and Technology; SRM Institute of Science and Technology; SRM Institute of Science and Technology

V. Vasanth

Anna University - P.S.R. Engineering College

K. Sankar Ganesh

University of Calicut - LEAD College of Managment

V. C. Priyangha

affiliation not provided to SSRN

S. Brindhadevi

affiliation not provided to SSRN

Date Written: December 24, 2020

Abstract

The Present study analyzes the quality of service and customer satisfaction and this both are crucial factors for success in the public banking sector in Pondicherry. There are factors together with the quality that effect customer expectations about the service. These two factors are selected such as (i) Reliability (ii) Tangibility. The study is based descriptive and 600 respondents are taken from Indian Bank, SBI and IOB of four blocks of Pondicherry Territory. The large portion of the customers concur the banks actual office and great climate condition, substantial quality of consumer loyalty. The result confirmed that the majority of the customers concur trust value and civilities, yet the bank gives and its administration at the time it guarantee to do so it very well may be seen that the respondents are not completely concurring about the speedy and productive customers care. The investigation portrayed that the sectioned the responsiveness customers' fulfillment levels of chose in banks, similar to State bank of India, Indian abroad bank and Indian bank. During the investigation time frame, dependability and substance is high in Indian Oversea Banks and its administrations are quality successful than other two banks Thus, the main purpose of the banking institution has attracted and retains them for long time by rendering timely and quality service which would give success for the banks.

Keywords: Banking Sector, Reliability, Tangibility, Customer Satisfaction, Customer Service

Suggested Citation

S, Baranidharan and Vasanth, V. and Ganesh, K. Sankar and Priyangha, V. C. and Brindhadevi, S., Influence Of Service Quality Dimensions On Customers’ Behavior And Accessibility In The Public Sector Banking (December 24, 2020). European Journal of Molecular and Clinical Medicine , Available at SSRN: https://ssrn.com/abstract=3756100

Baranidharan S (Contact Author)

SRM Institute of Science and Technology ( email )

Kattankulathour
Potheri
Chennai, TN Tamilnadu 603203
India

SRM Institute of Science and Technology ( email )

Kattankulathour
Potheri
Chennai, TN SRMIST 603203
India

SRM Institute of Science and Technology ( email )

Mahatma Gandhi Road, SRM Nagar
Potheri, Kattankulathur, Kancheepuram District
Chennai, TN Tamil Nadu 603203
India

V. Vasanth

Anna University - P.S.R. Engineering College

Sivakasi
Virudhunagar, Tamil Nadu 626140
India

K. Sankar Ganesh

University of Calicut - LEAD College of Managment

Dhoni
Palakkad
Kerala, 678009
India

V. C. Priyangha

affiliation not provided to SSRN

S. Brindhadevi

affiliation not provided to SSRN

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