Main Article Content
Abstract
In Indian banking industry, satisfying customers is becoming very difficult mainly because of two reasons, first the homogeneity of the products and services and second, the pricing is largely regulated by the apex bank, the Reserve Bank of India. Hence distinction among the banks can be drawn through the service quality only. Service Quality plays a very important role in achieving customer satisfaction in all service sectors, the reason being services are perishable and intangible in nature, therefore, the person who delivers the service, and the quality of the delivered service, can create a long lasting impression on customer’s mind. Therefore, in attaining customer satisfaction, service quality is becoming a tool for the success of the banks through retention of customers and expansion of existing customer base. With this idea, a study was conducted to determine the impact of service quality on customer satisfaction on 100 customers of private and public sector banks in Delhi NCR. Statistical tools such as factor analysis and regression were used for the purpose of data analysis. The results of the present study indicate that more improvements are needed in the dimensions of tangibility and responsiveness of service quality. The results also show a positive relationship between all service quality dimensions and customer satisfaction.