Service quality impact on customer satisfaction-A study of ICICI bank in Mysore city

Service quality plays a major role in customer satisfaction and creating brand loyalty in banking sector. In the competitive environment in the banking sector, customer satisfaction and service quality have emerged as one of the important aspect. The rapid growth and competitive competition in service sectors, in developing countries, has made it significantly important for the organizations to measure and evaluate their service quality this paper examines the service quality in the banking and identifies dimensions which contribute to customer satisfaction. In this study five dimensions are used namely responsiveness, reliability, assurance, empathy and tangibles. The study is based on the primary data which has been collected through a structured questionnaire. The study is confined to the only ICICI bank. The data has been collected from 152 respondents through the simple random sampling method in Mysore city. The data were analyzed by one sample t-test and regression analysis. The result revealed that all the dimensions which have been used in the study are positively related to customer satisfaction.