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Volume 20 No 13 (2022)
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A Study on Dimensions of Service Quality Public Sector Banks with Special reference to State Bank of India in Ambasamudram Taluk
N. SHYLAJA, Dr. S. PRINCE JEBARAJ
Abstract
In this global competitive era, a bank has the responsibility to satisfy the customer to survey and
succeed in our society. The customer satisfaction and service quality is highly related. This study
aims at service quality dimensions of State bank of India in Ambasamudram taluk. The main
objective of the study is to know the interrelationship between various service quality dimensions.
For this purpose, the SERVQUAL model has been used. A sample of 100 bank customers was selected
by convenience sampling technique from SBI in Ambasamudram taluk. The finding reveals the
strong relationship between different service quality dimensions. The study provides guidance for
bankers to offer quality service.
Keywords
Service Quality, Dimensions of Service Quality, Customer Satisfaction and Banking Services
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