A study on customer perception towards services of ICICI bank in Khammam district

Abstract

Banking sector is one of the major service sectors of the economy. Its main aim is to attract customers towards investing. Those banks which provide efficient services to their customers attract huge investments, automatically. Both public and private sector financial banks are involved in serving the people. This paper highlights the impact of quality of service on individual customers of Indian banking sector. This study descriptive in nature using non-probability sampling technique and a sample of 100 individual clients has been taken as per the convenience of the researcher. For this purpose, the questionnaire based on various service quality dimensions was prepared with both i.e. Expectations and Perceptions. Various statistical tools have been used to compile the result. This paper is an attempt in making suggestions regarding further studies related to service quality in banking industry especially, ICICI bank.