CUSTOMER SATISFACTION CONTRAST ON VARIOUS RADIUSES OF SERVICE QUALITY TRAITS OF PRIVATE BANKS

Abstract

The aim of this article is to study the customer satisfaction disparity on service quality attributes in private banks located in the delta region of Tamil Nadu, India. This is a quantitative research study where the data was collected using a convenient non-probability sampling method. 834 self-administered questionnaires were distributed across 10 private banks. The questionnaires consisting of customer expectations and service satisfaction on five dimensions of service quality—tangibles, reliability, responsiveness, assurance, and empathy—were assessed. Statistical Analysis: Descriptive mean and gap analysis were used. Service quality attributes such as reliability, responsiveness, assurance, and empathy reduce customer satisfaction disparity, whereas in the dimension of tangibility and its related factors, customer satisfaction disparity persists. On the whole, it can be said that customer satisfaction disparities still exist to some extent in the service quality attributes of the bank.