Volume : III, Issue : VII, July - 2013

Literature Review on Customer Perception on Service Quality in Banking Sector

A. R. Sudhamani, Dr. N. Kalyanaraman

Abstract :

The purpose of this study is to review the literature survey on customer perception on service quality in banking sector. The role of service quality plays an important role in banking sector and it provides new entrants about the current diffusion of technology and the unprecedented competition in the industry. 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. The customers expect a high level of service quality factors, which influences the performance of bank.  

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

A. R. Sudhamani, Dr. N. Kalyanaraman Literature Review on Customer Perception on Service Quality in Banking Sector Indian Journal of Applied Research, Vol.III, Issue.VII July 2013

Number of Downloads : 1810

References :