Banking Services and Customer Satisfaction – A Study of Banks in Campus of University of Rajasthan

Retail banks serving ethnically diverse customer bases are challenged to measure up to differing perceptions of service quality. While there is existing research about customer satisfaction and service quality in the banking industry around the world, there are no clear conclusions as to the most important service quality dimensions for satisfying bank customers. Moreover, there is little published work about the similarities or differences with which ethnically diverse customers view the service aspect of retail banking. This study examines the perceptions of four specific ethnic groups about how service quality dimensions contribute to their satisfaction with retail banking in university of Rajasthan Jaipur campus. University of Rajasthan Jaipur campus was a logical research location given the large number of expatriates living and working there as well as its own ethnically diverse citizenry. The research has been carried out through secondary research and primary research. Survey method has been used for primary research. Personal contact approach through questionnaire has been introduced to conduct the survey. The findings concludes that there is significant impact of personnel behaviour on customer satisfaction and result also shows that there is a positive impact on customer satisfaction of the perceived service quality which leads to the not only customer satisfaction but increases loyalty and commitment toward bank.