Ensuring customer satisfaction through service quality: An empirical study

Abstract

The impact of privatization and globalization on the Indian economy has made it difficult for the banking sector to hold on to existing customers while attracting new ones. Customer satisfaction level can only be built by providing quality services with quality assurance to them. Thus, the study measures five dimensions in service quality i.e. Tangibility, Reliability, Responsiveness, Empathy and Assurance (SERVQUAL) with customer satisfaction in the banking sector of Rajasthan. The research was carried out in a survey applied to 60 respondents of ICICI and PNB banks. The study finds that services opened by retail elements are significantly related and have positive impact in construction of customer satisfaction in selected Private Sector Banks.