22-11-2012, 12:13 PM
Service Quality in Commercial Banks: A comparative analysis of selected banks in Delhi
ABSTRACT
Evaluated perception of service quality to customer on basis of three dimensions; the customer-employee interaction i.e. Functional Quality (FQ refers to service delivery of the staff to customers); the service environment i.e. Environment Quality (EQ- refers to tangibles and intangible infrastructure that support better service delivery); the outcome-service product i.e. Technical Quality (TQ- refers to Product quality and tangible benefits offered to customers). The study revealed that foreign banks (City Bank, HSBC, Bank of America) operating in Delhi provided better service quality, as compared to private sector banks (ICICI, HDFC, KARUR VYSYA BANK) and public sector banks (SBI, Corporation Bank, PNB).