Service quality of banks: A comparative study of private and public sector banks in Thoothukudi district of Tamilnadu

Ever since the day of deregulation and opening up of markets has added to increase in competition. Service quality is a differentiating factor that provides a competitive edge. Hence service quality has become a critical issue marketing which is well recognized by the service sectors. This paper is attempt to study and measure of customer perception about service quality among private and public sector banks. The researcher followed multi stage sampling in the selection of samples. To attempt a comparative study between public sector banks and private sector banks, two public sector banks (SBI and IOB), one old generation private sector bank (TMB) and one new generation private sector bank (ICICI Bank) having the largest network of branches in Thoothukudi district were selected for the study. In total 421 respondents were surveyed.