Comparison of Service Quality between Government and Private Banks in Indore

  ijett-book-cover  International Journal of Engineering Trends and Technology (IJETT)          
  
© 2013 by IJETT Journal
Volume-4 Issue-7                      
Year of Publication : 2013
Authors : Ganesh Patidar , Dr. Devendra Singh Verma

MLA 

Ganesh Patidar , Dr. Devendra Singh Verma. "Comparison of Service Quality between Government and Private Banks in Indore". International Journal of Engineering Trends and Technology (IJETT). V4(7):3073-3077 Jul 2013. ISSN:2231-5381. www.ijettjournal.org. published by seventh sense research group.

Abstract

The main objective of this research paper is to measure and compare the service quality offered by government and private bank in Indore. In present time competition is increasing among the banks, this study is used to finding the key strategic tool to achieve competitive advantage and customer satisfaction. The service providing firms are now realizing the significance of customer satisfaction and turning to quality management processes to managing their business. This paper highlights the difference between services of private and government banks. In this paper quality of service is measured on the basis of SERVQUAL model. This model is adopted by Parsuraman et. al (1988). The gap score is calculated on the basis of five dimensions of service quality Tangibility, Reliability , Resp onsiveness, Assurance, Empathy. Another aim of this paper is how service improvement can become more integrated and logical with respect to the prioritized service quality dimensions and their affection on increasing or decreasing service quality gaps.

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Keywords
Service Quality, Expectation, Perception, Satisfaction, Government and Private Banks.