Customers‘ Awareness about the Services Provided by the Commercial Banks in Gulbarga district of Karnataka

Mr. Shashikant Kulkarni

Volume : III, Issue : IX, September - 2014

Customers‘ Awareness about the Services Provided by the Commercial Banks in Gulbarga district of Karnataka

Mr. Shashikant Kulkarni

Abstract :

To enhance reputation and gain customer loyalty, a study of the performance of the commercial banks is done to see if the perception of service quality has an effect on the banks. It has been observed that in the commercial banks which are perceived to be offering better quality of service it is the increasing competition amongst banks, the findings can act as a strategic tool to achieve competitive advantage and customer satisfaction. It is also an eye–opener for the commercial banks to see the gap between customer expectation and perception regarding the quality of services rendered which should further act as a motivation which results, increases reputation and to achieve customer loyalty. The present study is an attempt in the direction, where quality perceptions of the commercial banks have been compared to reach at logical conclusions