A STUDY WITH REFERENCE TO PRIVATE BANKS IN GHAZIABAD

Abstract

Banks are very important financial service sector, and in banking sector there is an  intense competition amongst the local and foreign banks throughout the world and service quality in banking sector is the most important criteria and asset for evaluating and satisfying customers customer's and thereby increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. Prior research suggests that customer perception and expectations are more likely to be different across service sector. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in private banks in Ghaziabad. By realizing the gap between the perceived and actual service quality, customer satisfaction can be improved.

The purpose of this study is to investigate the relationship dimensions and difference in perception of customers with respect to services provided by private banks. The relationship dimensions which lead to customer satisfaction have been identified.