A Study on Measurement of service quality of Banking Service in Raipur City

As scenario changes and customers are in the top hierarchy, in this competitive era every company tries to satisfy their customer as much as possible. It is very important for all the banks to satisfy their customer to maintain their profit and brand image in the market. This paper basically deals with banking service. The various factors influences customer satisfaction. The banking industry of India is now running in a dynamic challenge concerning both customer base and performance. Service quality, customer satisfaction, customer retention, customer loyalty and delight are now the major challenges in gripping the banking sector. Service quality plays a major role in getting customer satisfaction and creating brand loyalty in banking sector. This study attempts an investigation of the service quality process in banks, and the customers’ satisfaction. One of the study’s major contributions to the advancement of knowledge is the investigation of the service quality process from a comparative perspective of different banks customer perceptions and expectations. This research emphasizes on discussion of the evolution of the literature on customer satisfaction, then the relationship between customer satisfaction and service quality, measuring service quality using modified SERVQUAL model and gap model.