UGC Approved Journal no 63975

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

Volume 6 Issue 12
December-2019
eISSN: 2349-5162

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

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Published Paper ID:
JETIR1912066


Registration ID:
227041

Page Number

516-522

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Title

Measuring Service Quality and Customer Satisfaction: A Study of Selected Banks In Chandigarh

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Abstract

With the advent of privatisation and due to entry of various service providers in the market, the banking customers have ample of brands to select so as to get banking services. The aim of this study was to establish a relationship between the variables-service quality and customer satisfaction in banking industry. Among banking industry equal number of respondents are chosen from both selected public and private sector banks so as to analyse the service quality factors affecting the level of satisfaction in selected private and public sector banks. For the purpose of the present study various tools such as descriptive analyses, correlation analysis, independent t-test, Annova, multiple regression, test of multicollinearity etc. with the extensive use of SPSS software packages have been applied. The research concluded that the key indicator of service quality in both public and private banks is assurance dimension showing that banks are polite and courteous in dealings, customer feel safe with the transactions etc. The overall ratings of service quality of private sector are found to be better by the customer as compared with public sector banks.

Key Words

service quality, customer satisfaction

Cite This Article

"Measuring Service Quality and Customer Satisfaction: A Study of Selected Banks In Chandigarh", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 12, page no.516-522, December-2019, Available :http://www.jetir.org/papers/JETIR1912066.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

"Measuring Service Quality and Customer Satisfaction: A Study of Selected Banks In Chandigarh", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 12, page no. pp516-522, December-2019, Available at : http://www.jetir.org/papers/JETIR1912066.pdf

Publication Details

Published Paper ID: JETIR1912066
Registration ID: 227041
Published In: Volume 6 | Issue 12 | Year December-2019
DOI (Digital Object Identifier):
Page No: 516-522
Country: chandigarh, CHANDIGARH, India .
Area: Commerce
ISSN Number: 2349-5162
Publisher: IJ Publication


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