R ES E ARC H
OB JE CT IVE
The objective of the study is as follows:
To examine the essential dimensions of service quality and its effect on customer
To find out the level of perception of the customers from the service qua lity offered by the banks.
To know which service quality dimension of the bank is performing well.
To identify which dimension of service quality needs improvement so that the qualityof service of banks is enhanced
IMP ORT ANC E AN D SC OP E OF T HE S
T UD Y
The study would try to throw some insights into the existing services provided by the banks, perceptions and the actual service quality of the bank. The results of the study would beable to recognize the lacunae in the system and thus provide key areas where improvementis required for better performance and success ratio. In the days of intense competition,superior service is the only differentiator left before the banks to attract, retain and partner with the customers. Superior service quality enables a firm to differentiate itself from itscompetition, gain a sustainable competitive advantage, and enhance efficiency.