Volume : V, Issue : II, February - 2015

Study of Correlation Between Customer Satisfactions of Public Sector Banks With Various Dimensions of Service Quality

Dr Mrs. Meenu Kumar

Abstract :

Satisfaction of customer is one of the major issues not only for product manufacturers but also for the business offering services. Satisfied customers come back again to avail services and can be easily converted into loyal customers. Their echoing of satisfaction also ings new customers thus help in multiplying business and grabbing market shares. The increased awareness of customers, availability of numerous alternatives, new technologies and information technologies are compelling the companies to satisfy their customers. The present study focuses on the dimensions of the services provided by public sector banks which are responsible for the satisfaction of the bank customers. Thus the relationship between the customer satisfaction and different dimensions of service like Tangibility, Assurance, Responsiveness, Reliability and Empathy has been examined through Pearson coefficient to achieve the objective of the study. The result indicates that though all the dimensions are correlated with customer satisfaction, Reliability is most highly correlated followed by Assurance and Empathy is least correlated with the customer satisfaction.

Keywords :

Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr (Mrs.) Meenu Kumar Study of Correlation Between Customer Satisfactions of Public Sector Banks With Various Dimensions of Service Quality Indian Journal of Applied Research, Vol.5, Issue : 2 February 2015

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