Dept. of Commerce, Dr. B.R. Ambedkar Open University, Hyderabad-500 033
Online published on 4 August, 2014.
This paper analyzes the customer expectations and perceptions of service quality with regards banking services as a case study of IDBI Bank. The study focused on five SERVQUAL dimensions such as RATER (Reliability, Assurance Tangibility, Empathy and Responsiveness) as important elements for influencing customer satisfaction of services quality.
Service Quality, Customer Needs and Expectations, Customer Delight, Customer Retention
