Growing influence of BSQ on the performance of commercial banking sector in Orissa

Banking performance comes from the Banking Service Quality (BSQ). The objective of the present study is to identify how Banking Service Quality dimensions are positively linked to the Banking Performance (BP). Nowadays, banks are in a fluctuating business environment as they have to face heavy competition in the industry and in customers’ demand, and a decrease in profit margin. Hence, this study is focused on how the poor banking service quality in commercial banking sectors directly affects the performance of various commercial banks in Orissa. Despite financial sector reforms in India since the 1990s with an aim of improving profitability, efficiency and productivity in banking sector, commercial banks’ performance is not so much encouraging as there remains a substantial gap in service delivery to the bank customers. It shows how the service performance is being driven by the customers’ satisfaction and it's resulted from the best service quality. The literature review confirms this relationship between the BSQ and BP.