A Study on Perception of Customers and Bankers towards Service Quality in Public Sector Banks in Odisha

• Main Authors: Kalpana Panigrahi, Bidhu Bhusan Mishra
• Format: Article
• Language: English
• Published: Srusti Academy of Management 2016-06-01
• Series: Srusti Management Review
• Subjects: customer; banker; perception; psu banks; servqual; and e-banking
• Online Access: http://www.srustimanagementreview.ac.in/paperfile/161747758_A%20Study%20on%20Perception%20of%20Customers%20and%20Bankers-Kalpana%20Panigrahi%20&%20Bidhu%20Bhusan%20Mishra-Vol.%20-%20IX%20%20Issue%20I%20%20Jan%20-%20Jun%202016.pdf
• ISSN: 0974-4274; 2582-1148

Banks are facing increased competition due to globalization, technological advancement and consumer awareness about their rights.This phenomenon has put the banks to rethink and revise the service quality, especially in the growth and development of service sector. Service quality is an important factor that affects organizational performance and success.Ultimate survival of the bankin a competitive world depends on high quality service it offers to its customers. This also increases customer satisfaction and loyalty and customer satisfaction can effects customer’s future intentions to remain with the bank.Servicequality was also found to be the basic factor that affects customers’ satisfaction and customers are the most important stakeholders in any industry.Service Quality is a buzz word to the banks to sustain in the competitive environment.Numerous studies were conducted word-wide to identify the determinants of service quality and customersatisfaction by using different instruments likeSERVQUAL and modified SERVQUAL. Few studies wereconducted in India to understand the gap between the customers’ and bankers’ perception towards service quality offered by Banks. The main purpose of the studywas to examine the customers’ and managers’perception towards service quality of Banks. Here SERVQUAL has been used with little modification because to fit to the modern banking industry for which it is being used. Hence,the parameters used in this study for customer survey are tangibility, assurance, reliability, responsiveness, empathy alongwith e- Banking.