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Service Quality Significance in Banking Industry with Reference to India

Service Quality Significance in Banking Industry with Reference to India

Alok Satishchandra Mittal, Sunita Jatav
Copyright: © 2016 |Pages: 15
ISBN13: 9781522501435|ISBN10: 1522501436|EISBN13: 9781522501442
DOI: 10.4018/978-1-5225-0143-5.ch018
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MLA

Mittal, Alok Satishchandra, and Sunita Jatav. "Service Quality Significance in Banking Industry with Reference to India." Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector, edited by Upendra Singh Panwar, et al., IGI Global, 2016, pp. 309-323. https://doi.org/10.4018/978-1-5225-0143-5.ch018

APA

Mittal, A. S. & Jatav, S. (2016). Service Quality Significance in Banking Industry with Reference to India. In U. Panwar, R. Kumar, & N. Ray (Eds.), Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector (pp. 309-323). IGI Global. https://doi.org/10.4018/978-1-5225-0143-5.ch018

Chicago

Mittal, Alok Satishchandra, and Sunita Jatav. "Service Quality Significance in Banking Industry with Reference to India." In Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector, edited by Upendra Singh Panwar, Raj Kumar, and Nilanjan Ray, 309-323. Hershey, PA: IGI Global, 2016. https://doi.org/10.4018/978-1-5225-0143-5.ch018

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Abstract

This research tried to investigate consumer expectations and perceptions about elements of service quality of most used public, private and foreign banks in Indian context and actual services received by the customers. Apart from service quality this research tried to analyze the best bank in terms of benchmarking, which they follow because every time requirements of customers are changing but according to changing customer expectations what steps banks should take during services was also analyzed in research. Data was analyzed by taking expected – perceived /actual services and gap was determined between both of them. Impact of benchmarking and service quality towards expected and actual services was thus found out with regards to the service quality model concerning the influences of perceived service quality.

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