Assistant Professor, Department of International Business & Commerce, Alagappa University, Karaikudi, Tamilnadu
Online published on 5 June, 2014.
Service quality is an approach to manage business in order to ensure full satisfaction of the customers which will help to increase competitive and effectiveness of the banking industry. Quality in service is very important, especially for the growth and development of service sector business enterprises. The importance of customers in service sector business is unquestionable, because the success of service sector business is mostly depending on customers, the future and the financial security of this business is in the hands of customers. Customer satisfaction has a positive effect on service sectors. In a service sector the service features offered are as important as how they are delivered. Human element of service delivery refers to all aspects (reliability, responsiveness, assurance empathy, moments of truth, critical incident and recovery) that will fall under the domain of the human element in the service delivery. The banking industry realized the need of consistent development in their service quality offered to their customers. There is an increase in sophisticated value added services to their customers at par in the foreign banks.
