Service Quality in Commercial Banks

After the Industrial Revolution we now have the Technology Revolution. Technology is changing the way we live, the way we work and the nature of work life itself. As science continues to advance we will increasingly see technology being integrated as a natural part of our day-to-day existence. All this will mean information that is readily accessible at reduced costs to all those who want it.

The Service Sector contributes a major portion of the Gross Domestic Product of developed countries. In India the contribution of the service sector (which comprise services relating to transport, communications, trade, banking, insurance, other financial services, medical and hospital services, public administration and defense and miscellaneous services) has been growing rapidly.

Banking services worldwide can broadly classified into investment banking and commercial banking. In India, since the nationalization of banks in 1969, banking has been primarily in the Central Government's domain. As part of the Government's liberalization policy which began in 1991, New Private Sector Banks (NPSBs) were allowed to be set up. Today, India has nine NPSBs that provide commercial banking services. These success can be attributed in large measure to the superior Quality of Services that these banks have been able to provide.

Dr M Edwin Gnanadhas, M.Com, M. Phil, Ph.D is working in the Post Graduate and Research Centre in Commerce, Scott Christian College (Autonomous), Nagercoil. He has published twenty articles in National and International Journals. He has also presented many research papers in national and international conference, seminar and workshops.

He is the Coordinator for the Career Guidance and Campus Placement Cell. The author is also the Coordinator for the Internal Quality Assurance Cell (IQAC). He has put more than twenty eight years of teaching experience in UG, PG and M.Phil. The author has successfully completed a Minor Project sponsored by University Grants Commission, New Delhi. The UGC has also sanctioned a Major Project. The author is a recognised guide of the Manoramaniam Sundaranar University, Tirunelveli. Under his guidance and co guidance twenty candidates were awarded Ph.D in Commerce. He is presently a Member Syndicate in Manonmaniam Sundaranar University, Tirunelveli.

Ms S Fatima Holy Ghost has been completed her Ph.D in commerce under the guidance and supervision of Dr M Edwin Gnanadhas in the Post Graduate and Research Centre in Commerce, Scott Christian College, (Autonomous), Nagercoil affiliated to Manonmaniam Sundaranar University, Tirunelveli.