• Dr. Ratna Sinha
• V.GIRIDHAR

The study empirically describes the customer perception of service quality among retail banking services in order to develop the better understanding of the quality of services provided to banking customers. Retail banking has emerged as a buzzword in the Indian Banking Systems. It encompasses various retail deposit schemes, retail lending, issues and managing credit cards and debit cards, dealing with insurance products, providing Demat services, etc. Retail banking services takes care of the banking needs of the individual customers. The results show that Indian customers’ quality perceptions differ between the two genders and across age categories and also the various dimensions like Service Delivery, Core Service, Tangibles, Reliability and Competence. In this service quality model it finds and suggests the most important dimensions that contribute which improves service quality perceptions, Empathy, Service delivery and Sales agent quality.

Keywords: Retail Bank, Service quality assurance, Customer Perception, Quality management Quality of Services, Efficient delivery.

"“An Empirical study on Quality of Services provided by Retail Banks and its impact on Customer perception with special reference to Bangalore District”", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.874-882, June 2019, Available :http://www.jetir.org/papers/JETIR1908423.pdf

"“An Empirical study on Quality of Services provided by Retail Banks and its impact on Customer perception with special reference to Bangalore District”", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp874-882, June 2019, Available at : http://www.jetir.org/papers/JETIR1908423.pdf