*Assistant Professor, Department of Management Studies, Erode Sengunthar Engineering College, Erode, Tamilnadu, India
**Associate Professor, Bharathiar University, PG Extention Centre, Erode, Tamilnadu, India
Online published on 2 August, 2016.
Post liberalization, Indian banking sector which was traditionally dominated by public sector banks has become very competitive with the advent of private sector banks. In a new competitive scenario, service quality has become an important competitive tool. For this purpose, 293 sample respondents have been taken for the study. The primary data has been collected through well structured questionnaire by using random sampling method. The study conducted in Erode district. The research found that when compared with customers’ expectations, empathy and responsiveness dimensions of service quality shows the highest shortfall considering all public sector banks together and the dimension of assurance shows the smallest gap.
SERVQUAL, Public Sector Bank, Service Quality Perception, Gap Score, Five Dimensions, Tangibility, Reliability, Responsiveness, Assurance, Empathy
