PES Business Review

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In this competitive banking era, the three segments of banks in India namely, SBI and its Associates, Other Public Sector Banks and Private Sector Banks should make an attempt to identify the service quality factors and analyze the impact of the perception of the customers on the service quality dimensions, so that they could try to capitalize on the most influencing service quality dimensions and improve on the other service quality dimensions to have a competitive edge. In this research study, an attempt is made to identify the various factors influencing service quality of banks and the impact of the perception of customers on various service quality dimensions. The study is done in commercial banks at Salem district, Tamil Nadu and the sample size of the customers is 895 and customers are chosen using stratified random sampling method. For the purpose of analysis, multiple regression and factor analysis have been used.
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