Service Quality of Public and Private Sector Banks in Erode City: A Comparative Study

Nowadays, banks are realizing that service quality constitutes the basis of their business and it is a strategy with which they could effectively differentiate their superiority from those of its competitors and to hold on and expand their customers’ base. At present the banks have to find out the needs of the customers and make them available at competitive prices without delay. The banks cannot continue with the old strategy of one cap for all. It necessitate the banks to assess and analyse their quality of service which enable them to satisfy their customers and also improve their business as a whole. The present study attempts to analyze the customers’ perceived and desired levels of service quality using SERVQUAL method and the resultant service quality gap of the selected public and private sector banks in Erode city.