Service Satisfaction in Indian Retail Banking

Abstract

This research paper is an effort to examine the relationship bet111een service quality and customer satisfaction of hvo private sector bank of India. Service quality has been described as a form of attitude that results /roll/ the colllparison of prospect 111ith recital (Cronin and Taylor, 1992 Parasuraman et aL, 1985). Gronroos (1982) argued that customers, 1J1hile evaluating the quality of a service, compare the service thry expect //lith perceptions of the services thry actual!J receive. Since financial p roducts offered ry various banks are silllilar ry nature then 111qy a'!)! particular bank of product of atry bank is p referred than others is al}l)ays a matter of interest for academician as 1vell as banking industry. There may be difference beh11ee11 customers of p ublic and private sector banks, but 111qy are //110 banks of one sector beingpreferred diffe1wt!J ry customers. This research stucfy is an effort to find out the a11s111erof these questions.