Linking the service quality aspects, customer satisfaction and customer loyalty in banking sector of Tamilnadu

Understanding the tough competition in the industry the banking sectors are providing number of products as service to retain their customers. Banks are preparing themselves and changing or developing their infrastructure according to the new products. Huge attempts the managements are making to survive. This study explores the customer loyalty for the service quality aspects of banks in Tamilnadu. Using SERVQUAL model for measuring service quality and Caruana (2002) model scale used to measure customer loyalty. Concluded as the influence of service quality is more in private sector banks when compared to public sector banks and in the case of private sector banks the influence of customer satisfaction over customer loyalty is also greater than that of the public sector banks.