Global Journal of Commerce & Management Perspective
Open Access

Abstract

Impact of Service Quality on Customer Satisfaction in the Retail Banking Sector

Gaura Nautiyal

Recent reports suggest that India’s banking sector is set to emerge as the fifth largest worldwide by 2020 and the third largest by 2025. Competition in this sector is therefore also increasing at an equally rapid pace. In an industry where it is very easy to replicate products a key differentiator could be the service quality. The purpose of this study is to measure the impact of service quality on customer satisfaction. For this purpose a survey of 225 respondents was conducted across Delhi using a 22 item instrument based on the SERVQUAL model of 5 dimensions – Tangibility, Reliability, Assurance, Responsiveness and Empathy. Regression analysis was conducted to measure whether these dimensions impact customer satisfaction.