• Dr.P.Selvamani

The banking sector has considered their customer perception in order to survive in intense competition and to increase the market share. Almost all the banks are taking effort to win over competition through enhanced service quality like 24/7 banking, anywhere banking, internet banking, E-banking, ATM network, extended business hours, customers meet and the like. Further increased competition in the Indian banking industry has paved the way for the customers to make a choice among various service providers by referring to trade off between relationships and economies, trust in service and efficiency. They are increasingly aware of the options of on offer in relation to the rising standards of service. Hence, customer perception is becoming the major target of banks to increase their quality of service. In this paper, the perceptions of customers towards the services offered by their respective banks are discussed in terms of 5 dimensions of the services offered they are Reliability, Responsiveness, Tangibility, Assurance, and Empathy. For analyzing each dimension, the perception of the customers on different aspects has been elicited on a five point scale. By consolidating the scores obtained by every customer for each statement with the help of five point scale namely H.S. – Highly Satisfied (5), S. – Satisfied (4), N.O. – No Opinion (3), D. – Dissatisfied (2) and H.D. – Highly Dissatisfied (1), the total scores have been computed. The total scores secured by the 210 sample of Private Sector Commercial Banks are TMB,HDFC,ICICI and AXIS Bank in Thoothukudi City, customers show the significance of each statement used to measure the dimensions. Besides, the total scores, the mean, standard deviation and co-efficient of variance also show the level of perception of the respondents on various dimensions of service quality offered by the banks selected for the study.

Key Words : Reliability, Responsiveness, Tangibility, Assurance and Empathy

"A Study on Customer Perception towards Service Quality Management of Selected Private Sector Banks in Thoothukudi City, Tamil Nadu", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.297-304, June 2019, Available :http://www.jetir.org/papers/JETIR1907V45.pdf

"A Study on Customer Perception towards Service Quality Management of Selected Private Sector Banks in Thoothukudi City, Tamil Nadu", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp297-304, June 2019, Available at : http://www.jetir.org/papers/JETIR1907V45.pdf