Volume : IV, Issue : IV, April - 2014

Analysing Service Quality in Commercial Banks in Lucknow City

Dr Vikram Bisen, Mr Swatantra Singh

Abstract :

 In the modern customer focused competitive arena customer satisfaction and quality are to be a key factor reciprocally interrelated in a cyclical relation. The higher the service quality the more satisfied are the customers. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000). This study attempts to measure and compare service quality and customer satisfaction among Commercial banks in Lucknow City. A survey has been used to collect primary data through questionnaires and the questionnaires were distributed randomly to customers of select commercial banks anches located in Lucknow City for  analysis.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr Vikram Bisen, Mr Swatantra Singh Analysing Service Quality in Commercial Banks in Lucknow City Indian Journal of Applied Research, Vol.IV, Issue. IV

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