CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY IN STATE BANK OF INDIA, -AN EMPIRICAL STUDY

vijayanand vijayanand

Abstract


Service is an economic activity that creates value and provides benefits for customers at specific time Service quality seems to be a backbone for every organisation. All sectors now focussing on customer Orientation, rather than Market Orientation which they have practiced earlier. Due to rapid changes in technology and competition, customers experienced dissatisfaction with the quality of service will automatically switch over to the competitors. Hence it is inevitable to study the customer perception on service quality in all sectors. The purpose of this paper is to study the customer perception towards service quality in State Bank of India, Mohan Nagar Town Ship Branch, Salem District . The service quality was measured using SERVQUAL scale by a self-administered questionnaire. Paired sample ‘ t’ test was carried out to find the gap analysis and One Way Anova was carried out to find out the overall expectation and Perception among the personal variables. The Paper revealed that there is no significant different between the Expectation and Perception of service quality among the demographic and personal variables except age in respect of overall Perception.

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ISSN : 2251-1571