1Assistant Professor-cum-Liaison Officer, Perambalur Study Centre, DDE, Annamalai University, Annamalai Nagar, Tamil Nadu, India
2Assistant Professor of Business Administration, Business Administration Wing, DDE, Annamalai University, Annamalai Nagar, Tamil Nadu, India
The concept of total quality and its implementation of total in the service industry is comparatively more critical and complex as well more difficult due to the fact that quality of services cannot be defined objectively. Additionally, service industry by nature has less control over factors which adversely affect quality. There are few methods considered to be effective measurement tools for services so far while a number of methods have been introduced and practiced for measuring the quality of physical goods. This paper attempts to highlight the implication of SERVQUAL in Public Sector Banks, one of the widely accepted methods for measuring service quality. The SERVQUAL methodology is briefly demonstrated by a small survey conducted on a randomly selected bunch of customers regarding the service quality provided by a particular Public Sector Bank. This paper also offers certain recommendations regarding service quality measurement.
Assurance, Empathy, SBI, SERVQUAL.
