• Tony Thomas
• Sreeraj N R

Services quality and word of mouth publicity are positively correlated concepts, where the former contributes towards the latter. Service quality mentions about the perfect comparison between the expectations and actual performance in terms of the output and finally promotes to favourable word of mouth with positive opinions about the availed services. The purpose of this paper is to understand, summarize and highlight the current research work in the area of word-of-mouth (WOM) along with the existing gaps in the literature. This study is primarily an analytical work about the role and influence of service quality in facilitating favourable mouth publicity in banking services. The key selected banks in nationalized, private and foreign ownership segments are State bank of India, Housing Development Finance Corporation (HDFC) and Standard Chartered banks respectively from Ernakulam district of central Kerala. The sample bank customers were selected based on researcher’s convenience and judgemental basis as the frequency of foreign bank customers is high in Ernakulam town of central Kerala. Primary data were collected through a Likert scale google form questionnaire. The results revealed that customers having length of relationship above ten years are more strongly bonded with their organization of availing banking services and length of relationship differ significantly in customer bonding. Findings also convey that customer’s willingness to express positive word of mouth depends on customer bonding.

Service quality, Word of mouth, Publicity, Financial services, customer bonding

"Service Quality and Word of Mouth Publicity in Banking Services among SBI, HDFC and Standard Chartered Banks in Central Kerala", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 4, page no.1-10, April-2019, Available :http://www.jetir.org/papers/JETIR1903G69.pdf

"Service Quality and Word of Mouth Publicity in Banking Services among SBI, HDFC and Standard Chartered Banks in Central Kerala", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 4, page no. pp1-10, April-2019, Available at : http://www.jetir.org/papers/JETIR1903G69.pdf