Perceived service quality and customer satisfaction: An empirical study

Customer service is an integral part of any organization especially service organizations like banks. The key success factors lies in customer satisfaction. Because of intense competition the banks are improving their service quality so that they can maximize their profits and increase the market share. Today, the concept of core banking, mobile banking and other facilities have made banking a reality. In this information technology era, the banking services are delivered to the customers with ease. In this scenario this study is conducted to evaluate the service quality SBI bank by identifying the major factors responsible for customer satisfaction. SERVQUAL Model (Parasuraman et al (1988) is used to see the service quality dimensions of SBI bank. The results show that the banks customers are dissatisfied with the empathy dimension which deals with individual attention by the employees of the bank.