A comparative study on customers perception on service quality in cooperative and nationalized banking sector with reference to coimbatore district in tamil nadu

Abstract

Financial system is the most important institutional and functional vehicle for the economic transformation in the country. Banking sector is reckoned as the hub and barometer of the financial system. As a pillar of the economy, this sector plays a predominant role in the economic development of the country. The banking sector is considered as growth facilitator. In recent years, the banking industry around the world has been undergoing a rapid transformation.As India is moving towards a service economy marketers require knowing more about marketing service product. Service has increasingly assumed a vital position in the Indian Economy. There is a prospective market for services and increasing supremacy of services in economies contribution of service sector have drawn growing attention to the issues of the service sector.Quality has been recognized as a strategic tool for attaining efficiency and improved business performance. This paper includes the review of literature on service quality and behaviour intension and discussed in relation to each of the research question. The paper concludes with a summary and description of implication of the findings. The research has examined the customer service in banking sector in this paper under three major headings, viz.,pre sale service , product features, office services, Behavioural Response, post sale services and with regard to satisfaction on service quality on people, physical evidence and processes.