Service Quality of Private and Public Sector Banks: A Critical Review

Asian Journal of Human Development and Livelihood (AJHDL) - A Peer Reviewed Research Journal, Volume 05, Issue: 01, March 2016. ISSN- 2250-3161

14 Pages Posted: 9 Aug 2022

See all articles by Narayana Maharana

Narayana Maharana

GVP College of Engineering (A), Visakhapatnam

Chandra Sekhar Pattnaik

Berhampur University

Dr.Suman Kalyan Chaudhury

Berhampur University

Date Written: FEB 12, 2016

Abstract

Service quality may be defined as holistic judgement, or attitude, relating to the superiority of service. In today's increasing competitive atmosphere providing quality service is important for any service industry. Service quality has been conceptualized as the outcome arising out of the difference between perceived and expected level performance of any service. The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the banking sector. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. A critical review of literature was conducted to find out the relationship among service quality, customer satisfaction and customer loyalty in the backdrop of the different quality measurement tool employed in various studies. The authors at the end have summarised the findings of study in order to get a bird's eye view of the literature reviewed.

Keywords: Service Quality, Perception of Quality, Service Attributes, Customer Loyalty

JEL Classification: G2, G21

Suggested Citation

Maharana, Narayana and Sekhar Pattnaik, Chandra and Chaudhary, Dr.Suman Kalyan, Service Quality of Private and Public Sector Banks: A Critical Review (FEB 12, 2016). Asian Journal of Human Development and Livelihood (AJHDL) - A Peer Reviewed Research Journal, Volume 05, Issue: 01, March 2016. ISSN- 2250-3161 , Available at SSRN: https://ssrn.com/abstract=4172568

Narayana Maharana (Contact Author)

GVP College of Engineering (A), Visakhapatnam ( email )

Kommadi
Visakhapatnam, IN Andhra pradesh 530048
India
9493482084 (Phone)

HOME PAGE: http://www.gvpce.ac.in/

Chandra Sekhar Pattnaik

Berhampur University

Bhanja Bihar
Berhampur
Berhampur, OR 760007
09493482084 (Phone)
760007 (Fax)

Dr.Suman Kalyan Chaudhary

Berhampur University ( email )

Faculty Member, Dept. of Business Admn. Bhanja Bih
Berhampur, OR Orissa 760007
India
9437400402 (Phone)

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