Assistant Professor, Department of Business Administration, Muthurangam Govt. arts College, Vellore
*Corresponding author: Dr. R. Vasumathi can be contacted at: vasumathiakil@gmail.com
Online published on 7 June, 2019.
This article reveals that the level of banker's perception of customer's expectation did not match with the level of customer's expectation and it ensures the necessity for reviving the perception about customer expectation by bankers. Further this article clearly declares that nowadays banks are driven by customers who demand service quality. The other factors like advertising, recommendation of others and service charges ranked next to service quality.
