Assessment of Service Quality in Public versus Private Sector Banks of Lucknow

Abstract

In the present scenario banking sector of India is running under dynamic challenges, concerning both customer base and performance. Service quality is an indispensable competitive strategy to retain customer base. Service quality plays a major role in getting customer satisfaction. Banks are trying hard to win customer satisfaction by providing better quality services. This study compares customer’s perceptions of service quality in both public and private banks of India. The service quality of both banks has been measured using SERVQUAL (service quality) scale. The results show that dimensions of service quality such as, tangibility, reliability, responsiveness, empathy and assurance, significantly predicts customer’s trust and commitment.