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Service Quality and Customer Satisfaction:An Empirical Analysis of Banking Sector in Goa


Affiliations
1 Department of Commerce, Goa University, Taleigao Plateau, Goa, India
2 Travel Management Department, Hsing Wu University, New Taipei City, Taiwan, Province of China
3 Department of Tourism and Service Management, Institute of Strategic Management, Marketing and Tourism, University of Innsbruck, Austria
     

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Service quality leads to customer satisfaction, and ensuring that customers are getting satisfied is one of the critical factors that lead to the success of any business. As banking is a customer-oriented industry, banks have begun to realize the importance of satisfying their customers in order to retain existing customers as well attract potential customers. Existing studies revealed that study on customer service quality in banking sector has not been done in Goa. Present study was carried out by conducting a survey among 300 respondents. The result revealed no significant difference between customers of public and private sector banks with respect to gender, marital status, location, and account type except for age, income, and occupation. Six factors were identified that influence the choice of banks, viz., value-added service, responsiveness, accessibility, services assured, bank charges, and convenience. Moreover, for a majority of factors, there exists a difference between factors considered by customers of public and private sector banks across their demographic profiles. And finally customers are not satisfied with the services provided by public as well as private sector banks as gap is negative for most of the SERVQAL variables under consideration.

Keywords

Banking Services, Customer Satisfaction, Public and Private Banks, SERVQUAL.
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  • Service Quality and Customer Satisfaction:An Empirical Analysis of Banking Sector in Goa

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Authors

Roseanne Sabina Dsouza
Department of Commerce, Goa University, Taleigao Plateau, Goa, India
Subhash Kizhakanveatil Bhaskaran Pillai
Department of Commerce, Goa University, Taleigao Plateau, Goa, India
Ruey Feng Chen
Travel Management Department, Hsing Wu University, New Taipei City, Taiwan, Province of China
Klaus Weiermair
Department of Tourism and Service Management, Institute of Strategic Management, Marketing and Tourism, University of Innsbruck, Austria

Abstract


Service quality leads to customer satisfaction, and ensuring that customers are getting satisfied is one of the critical factors that lead to the success of any business. As banking is a customer-oriented industry, banks have begun to realize the importance of satisfying their customers in order to retain existing customers as well attract potential customers. Existing studies revealed that study on customer service quality in banking sector has not been done in Goa. Present study was carried out by conducting a survey among 300 respondents. The result revealed no significant difference between customers of public and private sector banks with respect to gender, marital status, location, and account type except for age, income, and occupation. Six factors were identified that influence the choice of banks, viz., value-added service, responsiveness, accessibility, services assured, bank charges, and convenience. Moreover, for a majority of factors, there exists a difference between factors considered by customers of public and private sector banks across their demographic profiles. And finally customers are not satisfied with the services provided by public as well as private sector banks as gap is negative for most of the SERVQAL variables under consideration.

Keywords


Banking Services, Customer Satisfaction, Public and Private Banks, SERVQUAL.

References