The source for this is SERVQUAL Instrument from servicesmarketing of Parusuram and BerryAspects of Quality Services: Tangibles, Reliability,Responsiveness, Assurance, Empathy. These are the fivedimensions that have been taken. For each dimensions thereare several items means questions that are to be taken.ADMINISTRATING THE QUESTIONING (data collection)CODING THE QUESTIONNAIREDATA TABULATION WITH THE HELP OF SPSS: State thehypothesis if any, research resign, primary and secondarysources of data can be used and application of statisticDATA ANALYSIS AND INTERPRETATION: Verifying if thehypothesis framed is to be accepted or rejected and accordinglydrawing conclusions.SUGGESTIONS AND CONCLUSIONBIBILOGRAPHY: This consists of the sources of data whichwere referred during the time of survey and all secondarysources like books, journal, e journals etcText books
Service Quality: Gaps in the Indian Banking Industry,
The ICFAI Journal of MarketingManagement, Vol. IV No.1, Feb. 2005.
Zeithaml, Valarie A, Bitner, Mary Jo,
second addition, Tata Mc Graw-Hill PublishingCompany Limited. Reprint 2000.
, Excel Books, FirstEdition 2002
Lovelock Christopher, Wirtz Jochen, Services Marketing,Pearson Education, fifth edition, second Indian reprint – 2004