1Research scholar, BIMS, Manasagangotri, University of Mysore, India
2Associate Professor, BIMS, Manasagangotri, University of Mysore, India
Online published on 15 March, 2019.
Banking sector, one of the core sectors of service economy is fiercely competitive. Post liberalization the competition has only increased. Due to this the importance of service quality and its management has gained in importance. One of the most popular ways to measure the service quality is SERVQUAL. All banks in India offer similar services but are different in terms of service quality. The role of service quality plays an important role in banking sector and it provides new entrants about the current diffusion of technology and the unprecedented competition in the industry. The construct of service quality has therefore been a subject of great interest to service marketing researchers. In order to achieve better understanding of service quality in banking sector, the proposed five service quality dimensions i.e. RATER are conceptualized to illustrate the overall service quality of the banking sector. Service quality measure is based on modified version of SERVQUAL as proposed by which involve five dimensions of service quality namely Reliability, Responsiveness, Empathy, Assurance and Tangibles. The purpose of this study is to review the literature survey on service quality in banking sector. The customers expect a high level of service quality factors, which influences the performance of bank.
Service quality, service dimensions, Indian banks
