Volume : III, Issue : VIII, August - 2013

Measuring Service Quality in Retail Banking

Ms. Richa Pandit, Dr. Ram Kumar Balyan

Abstract :

The banking industry is the backbone of any monetized economy. Retail banking facilitates mobilizing deposit form individuals and providing loan facilities to them in the form of home loans, auto loans, credit cards, etc, & it is becoming popular nowadays. More over competition also becoming high as the new entrants also coming in, all these circumstances compelled a bank to raise its service quality to survive in highly competitive market. Banks which are having standard service quality norms are effectively surviving, on the other hand banks with low level service quality has been thrashed out during the depression period. By using non–probability convenience sampling a survey of 180 customers of Banks in Ahmedabad was carried out using a structured questionnaire. Analysis was carried out using descriptive statistic & Annova. This paper is intent to measure the service quality of retail banking services.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Ms. Richa Pandit, Dr. Ram Kumar Balyan Measuring Service Quality in Retail Banking Indian Journal of Applied Research, Vol.III, Issue.VIII August 2013

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