{"title":"印度银行业客户对服务质量的认知研究","authors":"Des Raj","doi":"10.37253/jgbmr.v4i1.6548","DOIUrl":null,"url":null,"abstract":"Service quality is a powerful weapon which is used by the marketers to differentiate their services from the competitors. In this context, this study investigates the difference between the banks in respect to the service quality dimension. SERVQUAL model has been selected to measure the service quality in Northern Province of Sri Lanka. Four main commercial banks were selected for the study. Three hundred and fifty questionnaires were issued for data collection based on Convenience sampling method. SPSS version 18 was used for data analysis. Discrepancy was found in customer perception of services in terms of tangibles and reliability dimensions between banks. \nKeywords: Service quality, tangibles, reliability, responsiveness, assurance, empathy, banks \n ","PeriodicalId":112031,"journal":{"name":"Journal of Global Business and Management Review","volume":"152 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2022-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"A Study of Customer Perceptions of Service Quality in the Indian Banking Sector\",\"authors\":\"Des Raj\",\"doi\":\"10.37253/jgbmr.v4i1.6548\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Service quality is a powerful weapon which is used by the marketers to differentiate their services from the competitors. In this context, this study investigates the difference between the banks in respect to the service quality dimension. SERVQUAL model has been selected to measure the service quality in Northern Province of Sri Lanka. Four main commercial banks were selected for the study. Three hundred and fifty questionnaires were issued for data collection based on Convenience sampling method. SPSS version 18 was used for data analysis. Discrepancy was found in customer perception of services in terms of tangibles and reliability dimensions between banks. \\nKeywords: Service quality, tangibles, reliability, responsiveness, assurance, empathy, banks \\n \",\"PeriodicalId\":112031,\"journal\":{\"name\":\"Journal of Global Business and Management Review\",\"volume\":\"152 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-07-25\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Global Business and Management Review\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.37253/jgbmr.v4i1.6548\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Global Business and Management Review","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.37253/jgbmr.v4i1.6548","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
A Study of Customer Perceptions of Service Quality in the Indian Banking Sector
Service quality is a powerful weapon which is used by the marketers to differentiate their services from the competitors. In this context, this study investigates the difference between the banks in respect to the service quality dimension. SERVQUAL model has been selected to measure the service quality in Northern Province of Sri Lanka. Four main commercial banks were selected for the study. Three hundred and fifty questionnaires were issued for data collection based on Convenience sampling method. SPSS version 18 was used for data analysis. Discrepancy was found in customer perception of services in terms of tangibles and reliability dimensions between banks.
Keywords: Service quality, tangibles, reliability, responsiveness, assurance, empathy, banks
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