LAP Lambert Academic Publishing Banking Service Quality & Customer Satisfaction - A Comparative Study: An application of SERVPERF Model

Banking system plays a pivotal role in the development of the economy of any nation. A good banking sector with a good banking habit can accelerate the pace of development of a country. Banking is one of the key industry in the services' sector and it is indeed, the financial nerve center of the economy. Nowadays, many banks started giving importance to Customers’ Relationship and hence they used all sorts of technologically advanced services and facilities. This has an overwhelming impact on customer’s behavior which causes the customer to be hypersensitive to the quality of service. Customer Service in the banks is a continuing issue. In a deregulated environment, customers’ expectations keep rising, as they look for more convenient and flexible option available to them at competitive rates from many players operating in the field.Therefore this book is an attempt by the author to find Banking Dervice Quality & Customer Satisfaction - A Comparative Study. About the Author Dr.S.G.Balaji has engaged in teaching Management students for more than a decade. Presently, he is serving as Professor & Head in Department of Management Studies at Aalim Muhammed Salegh College of Engineering affiliated to Anna University Chennai. He has presented & published many papers in Conferences & Journals at National & International level