Service Quality, Customer Satisfaction and Loyalty: An Empirical Analysis of Public Sector Banks in Bhubaneswar

In ever increasing intense competition, providing better service quality becomes vital for a bank to compete. Better quality always ensures better customer satisfaction, which ensures strong customer loyalty, which ensures better customer retention; all combining ensures a better and sustainable organization. The purpose of the study is to investigate the level of service quality of public sector banks in Bhubaneswar by using modified Service Quality (SERVQUAL) and it measures the level of customer satisfaction. This is an empirical study based mainly on primary data collected through a well-structured questionnaire. A total of 187 respondents are approached for the study on a convenient basis from the city Bhubaneswar. The result indicates that the service quality public sector bank provides is far below customers’ expectation. In order to achieve higher levels of service quality, the bank manager should redesign their strategies about customer satisfaction with respect to service quality.