A Comparative Study onService Quality Gap in Public and Private Sector Banks: With Special Reference to PNB and HDFC Bank Ltd
Abstract
The main focus of every business is the customers. Banking industry is no different and is undergoing a wave of revolutionary changes from the 18th century to 21th century. The purpose of the study is to assess the service quality dimensions in the selected private and public banks in Indore city. In this study we determine the perceived and desired level of service quality in both the selected banks. The empirical method is adopted with the basic arrangement of SERVQUAL instrument to measure the service quality of banks. Arithmetic mean calculated with the assistance of SPSS to examine the data. Questionnaire method is also adopted to collect the primary data from the customers. A sample of 300 respondents was selected for the study of Indore city.