Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank

Authors

  • Dharmendra Singh American University of Ras Al Khaimah United Arab Emirates, United Arab Emirates

DOI:

https://doi.org/10.32890/mmj2013.17.5

Keywords:

Banking sector, customer satisfaction, service quality, awareness

Abstract

This study focuses on the service quality and customer satisfaction among the private and public sector banks in India. Today customers are supposed to have awareness about the financial services provided by the banking sector. An attempt has therefore, been made in this paper to quantify the ‘awareness level’ of the customers and analyze the ‘service quality experience’ of the customers from their banks. The study has been carried out to compare the service quality experienced by customers of the public and private sector banks and to study the link between service quality and customer satisfaction. For that reason a well structured questionnaire was used to collect the views of customers on various service dimensions and the satisfaction of the customers regarding the services offered by the public and private sector banks. Various statistical tools like ANOVA, Factor Analysis and Multiple Regressions were used for analyzing the data collected on five service dimensions of SERVQUAL and satisfaction of customers. The results indicate that the private sector bank was better in terms of providing services and creating awareness about their products and services. The study also proves that an increase in service quality will most likely lead to customer satisfaction.

 

Downloads

Download data is not yet available.

References

Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. The International Journal of Bank Marketing, 18(2), 84-91. Managerial Implications The findings of the study have important implications for managers of the Indian http://mmj.uum.edu.my/

Banerjee, A. V. (2005). Bank competition in India. Working Paper Stanford Centre for International Development, Stanford University.

Bhat, M.A. (2005). Correlates of service quality in banks; An empirical investigation. Journal of Services Research, 5(1), 7791.

Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(2), 375-384.

Brady, M. K., & Cronin, J. J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65, 34-49.

Carlo, G. I. et al. (2005). Service quality in banks: Insights from the Brazilian experience. Journal of Internet Banking and Commerce, 10(3).

Chakrabarti, R. (2005). Banking in India-reforms and reorganization. Working paper Indian School of Business, India. Available at http://papers.ssrn.com/

Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performancebased and perception-minus-expectations measurement of service quality. Journal of Marketing, 58(1),125-31.

Cronin., J. Joseph., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.

Dhade, A., & Mittal, M. (2008). Preferences, satisfaction level and chances of shifting : A study of the customers of public sector and new private sector banks. ICFAI University Journal of Bank Management, 7(2), 62-74.

Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44. Hair, J. F. Jr., Anderson, R. E., Tatham, R. L., &

Black, W. C. (1998). Multivariate data analysis (5th ed.). Upper Saddle River, NJ: Prentice Hall.

Jabnoun, N., Hussein A., & Al-Tamimi, H. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20(4), 458-472. McAlexander., James, H., Dennis, K., & Harold,

K. (1994). Measurement and assessment of service quality in a health care setting. Journal of Health Care Marketing, 14(Fall), 34-41. Mihelis, G., Grigoroudis, E., Siskos, Y., Politis,

Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347-60. Parasuraman, A., Zeithaml, V. A., & Berry, L.

L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-51. Parasuraman, A., Zeithaml, V. A., & Berry, L.

L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1), 12–37.

Popli, G. S., & Rao, D. N. (2009). Customer relationship management in Indian banks. Social Science Research Network. Ravichandran, K., Tamil Mani, B., Arun Kumar,

S., & Prabhakaran, S. (2010). Influence of service quality on customer satisfaction – Application of SERVQUAL Model. International Journal of Business and Management, 5(4), 117-124.

Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. Thousand Oaks, California: SAGE Publication.

Saneyei, A. (2008). Customer satisfaction in Irani banking system. International Journal of Banking & Commerce, 11(3), 7-19.

Santos, U.V.(2002). Analysis of service quality in the hospitality industry using the SERVQUAL Model. Harvard Business Review, 69,71-81.

Saravanan, R., & Rao, K. S. P. (2007). Measurement of service quality from the customer’s perspective – An empirical study. Total Quality Management, 18(4), 435-449. http://mmj.uum.edu.my/ and customer satisfaction: A factor specific approach. Journal of Services Marketing, 16(4), 363-379.

Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163-78.

Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing – Integrating customer focus across the firm. New York: McGrawHill.

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46.

Zeithaml, V. A., Berry, L. L., & Parsuraman, A. (1993). The nature and determinants of expectations of service. Journal of the Academy of Marketing Science, 21, 1-12

Sathye, M. (2003). Efficiency of banks in a developing economy: The case of India. European Journal of Operational Research, 148, 662-671.

Seth, N., & Deshmukh, S. J. (2005). Service quality models: A review. International Journal of Quality & Reliability Management, 22(9), 913-949.

Siddiqi, K. M. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business Management, 6(3), 12-36.

Singh, S. (2008). A study of the quality of services provided to SSI customers by public sector banks. ICFAI University Journal of Bank Management, 7(3), 7184.

Sureshchandar, G. S., Chandrashekharan, R., & Anantharaman, R. N. (2002). The relationship between service quality http://mmj.uum.edu.my/

Downloads

Published

01-12-2013

Issue

Vol. 17 (2013): Malaysian Management Journal (MMJ) Vol. 17, 2013

Section

Articles

How to Cite

Singh, D. (2013). Service Quality and Customer Satisfaction: A Comparative Study of an Indian Public VS Private Bank. Malaysian Management Journal, 17, 59-75. https://doi.org/10.32890/mmj2013.17.5

Research impact

Harvested 2026-09-07
0 citations recorded so far

Counts differ between services because each indexes a different body of literature. None of them is the whole picture.

Identifiers DOI 10.32890/mmj2013.17.5