UGC Approved Journal no 63975(19)

ISSN: 2349-5162 | ESTD Year : 2014
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Published in:

Volume 5 Issue 5
May-2018
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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JETIR1805614


Registration ID:
182550

Page Number

43-48

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Title

Impact of Service Quality on Customer Satisfaction: A Comparative Study of Public and Private Sector Commercial Banks of Punjab

Abstract

Banking Industry being service industry, the key concern of the banks is to provide quality service to customers which lead to customer satisfaction. Financial products and services and has direct impact on satisfaction of the customers. The aim of the study is to examine impact of service quality dimensions such as tangibility, reliability, responsiveness, assurance and empathy on customer satisfaction. This study is based on a limited sample size in the areas of Ludhiana and Mansa districts, so that there could be comprehensive study comprising the customers of public and private sector banks in the said area. The sample unit is a customer using the above said service from the different Banks. In the present study, Random Probabilistic (Stratified Random Sampling) sampling technique has been adopted. Statistical techniques used are Correlation analysis, t-test, ANOVA and multiple regression analysis. It is concluded that service quality dimensions in one form or another has significant impact on the customer satisfaction of both public and private sector banks.

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"Impact of Service Quality on Customer Satisfaction: A Comparative Study of Public and Private Sector Commercial Banks of Punjab ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 5, page no.43-48, MAY-2018, Available :http://www.jetir.org/papers/JETIR1805614.pdf

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2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"Impact of Service Quality on Customer Satisfaction: A Comparative Study of Public and Private Sector Commercial Banks of Punjab ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 5, page no. pp43-48, MAY-2018, Available at : http://www.jetir.org/papers/JETIR1805614.pdf

Publication Details

Published Paper ID: JETIR1805614
Registration ID: 182550
Published In: Volume 5 | Issue 5 | Year May-2018
DOI (Digital Object Identifier):
Page No: 43-48
Country: Mandi Gobindgarh, Punjab, India .
Area: Management
ISSN Number: 2349-5162
Publisher: IJ Publication


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