Factors Influencing Overall Service Quality of Online Banking: A Comparative Study of Indian Public and Private Sector Banks

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. Service quality in private sector banks is good compare to public sector banks. The various issues the banks are not able to provide immediate response to customers, service time duration is more, long queue deposit the money, waiting for long time, staff behavior is not good, especially public sector banks are not providing multitude services like payment of bills, payment of tax, Banc assurance etc. and problem relating to banking service such as bank statements, error in the statements are not provided immediate response to customers. The scope of this research is to identify the service quality of public and private sector banks in Tirunelveli district. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The study was done taking two types of banks such as public and private sector banks in Tirunelveli district into consideration. The survey was restricted to the bank customers in Tirunelveli district only. As the population size is infinite, 672 respondents are selected as sample among the population using stratified random sampling. The sample has been stratified as 528 from public sector bank customers and 144 from private sector bank customers in Tirunelveli district.

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Banking Technology Services Quality Gap between Public and Private Sector Banks

International Journal of Engineering and Advanced Technology - Regular Issue ◽

10.35940/ijeat.a9449.109119 ◽

2019 ◽

Vol 9 (1) ◽

pp. 970-973

Keyword(s):

Service Quality ◽

Private Sector ◽

Gap Analysis ◽

Public And Private ◽

Five Dimensions ◽

Two Factors ◽

Technology Services ◽

Public And Private Sector ◽

Structured Questionnaire

The key objective of the paper is to draw out the association between the quality of services rendered by banks and the satisfaction of the customer in public and private sector banks. To identify the gap of these two factors, gap analysis performed and the finding are disclosed. The study also aims at bringing out the most important attributes of the service quality that distinguish one bank from another. A comparative analysis was performed between the customers of public sector and private sector banks with the factor perceived quality. The SERVQUAL tool is the most effective tool to assess the service quality in banks all over the world. The survey adopted the five dimensions of the service quality (Tangibility, Responsibility, Reliability, Assurance and Empathy) to measure their effect on satisfaction of customer. The structured questionnaire was distributed to 420 customers of different public and private sector banks and preferred 418 completely filled questionnaires, analyzed the data and interpreted the results

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A STUDY ON CUSTOMERS’ PERCEPTION INDEX ABOUT SERVICE QUALITY OF PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

International Journal of Research -GRANTHAALAYAH ◽

10.29121/granthaalayah.v5.i9(se).2017.2257 ◽

2017 ◽

Vol 5 (9(SE)) ◽

pp. 56-61

Author(s):

C.Eugine Franco ◽

V.P. Sharmi

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Private Sector ◽

Growth And Development ◽

Service Sector ◽

Business Enterprise ◽

Public And Private ◽

High Service ◽

Public And Private Sector

Quality of service is very important, especially for the growth and development of service sector business enterprise. Due to the increasing importance of the service sector in the economy, the measurement of service quality became important. Undoubtedly owing to the belief that delivery of high service quality is a must for attaining customers’ satisfaction and a number of other desirable behavioural outcomes, recent years have incensed a flurry of research exploring the interrelationship between service quality, satisfaction and behavioural outcomes. 400 sample respondents were selected from Public and Private Sector Banks. This study was undertaken to know study the Customers’ Perception towards Service Quality of Public and Private Sector Banks in Tirunelveli District.

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Impact Of Service Quality On Students Satisfaction In Higher Education Institutions

Journal of Business & Tourism ◽

10.34260/jbt.v6i1.176 ◽

2020 ◽

Vol 6 (1) ◽

pp. 1-18

Author(s):

Roohul Amin ◽

Dr. Asma Khuwaja ◽

NisarAfridi

Keyword(s):

Higher Education ◽

Service Quality ◽

Private Sector ◽

Higher Education Institutions ◽

Public And Private ◽

Learning Stage ◽

Quality Of Higher Education ◽

Public And Private Sector ◽

Students Satisfaction

In prevalent competitive environment of higher education institutions it has become vital for the institutional management to pursue for attainment of students satisfaction and maintain it throughout their stay in the institution during the course of study. Besides many predictors, the service quality is considered very vital factor in education sector to ensure students satisfaction all along their learning stage. Therefore, this research study aims to measure the relationship between the service qualities of higher education institutions with their customers (students) satisfaction. The service quality of higher education is determined by measuring various dimensions of service quality such as; the tangibility of institution and its infrastructure, reliability in its service delivery, responsiveness of its service providers, assurance and empathy. The research furthers its measurement of relationship of each dimension of service quality with students satisfaction level with a view to ascertain significance of each or otherwise. The research intends to investigate students of public and private sector universities of Khyber Pakhtunkhwa. The research is not only expected to determine the prevalent level students satisfaction and service quality of higher education, but also help to draw a comparative analyses between the public and private sector in this regard. The research would help the management of higher education institutions to revisit and regulate their strategies to deliver better service quality to its customers by focusing each dimension of the service quality individually.

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A COMPARITIVE STUDY ON SERVICE QUALITY PERCEPTION AND PREFERENCE OF CUSTOMERS ABOUT PUBLIC AND PRIVATE SECTOR BANKS IN TIRUNELVELI DISTRICT

International Journal of Research -GRANTHAALAYAH ◽

10.29121/granthaalayah.v5.i1(se).2017.1919 ◽

2017 ◽

Vol 5 (1(SE)) ◽

pp. 32-42

Author(s):

G. Bright Jowerts ◽

C. Eugine Franco

Keyword(s):

Service Quality ◽

Private Sector ◽

Banking Sector ◽

Secondary Data ◽

Primary Data ◽

Public And Private ◽

Public Sector Banks ◽

Technological Developments ◽

Public And Private Sector

Service Quality of the banks referred as an obligation of all banks to fulfill the objectives and needs of the customers. The present need of banks is to have good relationship with customers by providing quality services to retain the existing and generate or acquire new customers. Thus, this study attempts to study the service quality in the banking sector in the present scenario. The scope of this study is to identify the service quality of public and private banks in Tirunelveli district. This research is based on primary data and secondary data. This study only focuses on the dimensions of service quality i.e. reliability, assurance, tangibility, empathy and responsiveness. The primary data was collected from 300 customers of banks located in Tirunelveli district. The analysis was carried out with the responses of the customers of the public sector banks and private sector banks by adopting stratified random sampling through questionnaire and presented in the form of tabulation. This study brought to light the fact that the customers were very much satisfied on the service quality of the banks in the region but at the same time they expect a lot more from the banks in the present scenario of technological developments in banks.

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