Analysing the impact of service quality on customer satisfaction in selected private banks services at Chennai City

Abstract

The private Banking segment and its performance play an important place in a financial system. The present circumstances of the Indian banking sector is very powerful and competitive. Consumers nowadays are extremely responsive to various financial services and institutions. Service quality is a necessary spirited approach toward maintaining customer support. It plays a central position in the receipt of customer fulfillment. Banks are making strenuous efforts to improve consumer satisfaction by providing higher-quality services.  In the bank sector, service quality has become consumer faithfulness and the common maintenance rate of consumers. Reliability, security, and empathy have always played a fundamental role in the determinants of service quality. The service qualities of private banks have been measured with the SERVQUAL method [service quality]. Therefore, many companies are growing attention to developing their service quality. This study report will examine the level of service quality with customer satisfaction in the banking sector. It will examine the significance of service satisfaction, meeting customer expectations, and various dimensions of service quality offered by a bank. This study is analytically based on the primary data and secondary data, Primary data was collected from customers of private sector banks in Chennai.