A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN PRIVATE SECTOR BANKS

This study is to examine the influence of service quality dimensions on customer overall satisfaction. Nowadays all banks provide lot of core banking services to their customers to maintain customer satisfaction, loyalty towards customers and retention. This study develops an instrument of service quality and examines the relationship between perceived service quality. Hence the banks can use the results for planning their expansion and marketing strategies in Indian subcontinent. The results shows that the most important service quality practice on customer satisfaction are responsiveness. Hence this paper examines the effect of service quality determinants on the degree of customer satisfaction in private banks in India. customer satisfaction can be extremely improved by realizing the gap between the perceived and actual service quality.