Quality of Service in Select Private Sector Banks

The importance of ‘service quality’ in the banking sector has been gaining momentum over the years as the improvement in service quality is likely to enhance the degree of customer satisfaction, which, in turn, helps a bank to retain its existing customer base in a highly competitive regime. Service quality and customer satisfaction are of great importance in service sector because of their interrelationship and service quality of a firm often leads to improvement in overall performance of the organization and ultimately leads to higher degree of customer satisfaction. Service quality, in the banking industry, is often considered as an important antecedent of customer satisfaction and is extremely important since customer is the monarch in any society where protected or regulatory regime has gradually been replaced by a new order characterized by the features ofa capitalist economy.