Empathy-Reliability-Assurance positively influences the service quality in banks

Mamman, Jose and Verma, Vaibhav and Najeeb, Roshen (2012) Empathy-Reliability-Assurance positively influences the service quality in banks. In: Information Technology and Its implications on Banking Sector: Challenges and Prospectus, 17/04/2012, University College, Manglore.

[img] PDF
DisplayPdf.pdf - Accepted Version
Restricted to Registered users only

Download (151kB) | Request a copy


The banking sector of India after the economic reforms of 1991 has evolved drastically. New private sector banks have brought the necessary competition into the industry and spearheaded the changes towards higher utilization of technology, improved customer service and innovative products. This had necessitated even the existing and early established public sector banks to shift from a “product-centric” to a “customer-centric” model of operations as customer satisfaction has become one of the major determinants of business growth. This study evaluates difference between customer perception and experience on service quality in a public sector bank. Data was collected from 200 customers of public sector banks using a structured questionnaire. Servqual methodology was used for analysis of data. The result shows that the dimension of service quality such as Empathy and Accessibility has more gap, as the customer expectations are high to their perceived service. The study implies that bank should reduce the service gap to deliver superior quality of service to retain existing customers as well as to attract new customers.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: customer perception, customer experience, Servqual, Empathy, Reliability, Assurance
Subjects: Management > MIM Manipal
Depositing User: MIM User
Date Deposited: 13 Dec 2017 04:09
Last Modified: 13 Dec 2017 04:09
URI: http://eprints.manipal.edu/id/eprint/150219

Actions (login required)

View Item View Item