A Study on Service Quality Dimensions and Customer Satisfaction in Indian Banking Sector

The main aim of this research is to examine the significance of service quality dimensions on customers of banks in Indore and its impact on overall satisfaction. Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1985), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. This study hypothesize and propound an instrument of service quality and examines the relationship between expected service quality dimensions and customer satisfaction. Outcome of the study outlined that customers' expectations are more with the banks and the level of satisfaction is lower. It is apparent from the present research that banks must improve the elements of service quality that make the most significant contributions on customer satisfaction.