International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Since Year 2012 | Open Access | Fully Refereed | Peer Reviewed

ISSN: 2319-7064




Downloads: 165

Research Paper | Social Science | India | Volume 5 Issue 11, November 2016


Service Quality and Customer Satisfaction among Selected State Cooperative & Multi-State Cooperative Banks in Goa - A Study

Ashish M Joshi [2] | K. G. Sankaranarayanan


Abstract: As the banking industry is undergoing tremendous competition, it is quality of service that will help organisations to create interest and motivate customers to buy their goods and services. Delivering superior service quality appears to be a prerequisite for achievement and success, if not survival, of such businesses in the services sector. Organisations are making significant efforts to enhance their service quality and have adopted a more specialised technique to address customers. In the present scenario, banking sector of India is facing a dynamic challenge concerning both customer base and performance. Service quality is an indispensable competitive strategy to retain customer base. Service quality plays a major role in getting customer satisfaction. Banks are trying hard to win customer satisfaction by providing better quality services. This study compares customers' perceptions of service quality of state cooperative banks and Multi-state cooperative banks. There is a need to identify the attributes of the service quality perceived by the customers of banks. The service quality of the banks has been measured using SERVQUAL (service quality) scale. The purpose of conducting this research is to compare the services rendered by state cooperative banks and Multi-state cooperative banks and evaluate its impact on the customer satisfaction. This research shows that customer satisfaction varies from person to person. From the survey it is evident that there exists gap between what customer expects and what they perceive in various dimensions of service quality provided by the bankers. From the survey it is evident that the multi-state cooperative banks are doing well because of superior service quality than the state cooperative banks. The bank managers need to conduct more research in order to evaluate customer satisfaction more thoroughly and try to reduce the gaps so that customers are satisfied and the performance of the banks shall be improved.


Keywords: service quality, customer satisfaction, state cooperative banks and multi state cooperative banks


Edition: Volume 5 Issue 11, November 2016,


Pages: 738 - 743

Service Quality and Customer Satisfaction among Selected State Cooperative & Multi-State Cooperative Banks in Goa - A Study


How to Cite this Article?

Ashish M Joshi, K. G. Sankaranarayanan, "Service Quality and Customer Satisfaction among Selected State Cooperative & Multi-State Cooperative Banks in Goa - A Study", International Journal of Science and Research (IJSR), https://www.ijsr.net/get_abstract.php?paper_id=ART20162644, Volume 5 Issue 11, November 2016, 738 - 743, #ijsrnet

How to Share this Article?

Enter Your Email Address




Similar Articles with Keyword 'service quality'

Downloads: 129

Research Paper, Social Science, Indonesia, Volume 6 Issue 9, September 2017

Pages: 1831 - 1835

Level of Satisfaction of Public Service in Takalar Regency, Indonesia

Syamsiah Badruddin [3] | Wisudawan Husain

Share this Article

Downloads: 130

Research Paper, Social Science, Indonesia, Volume 6 Issue 6, June 2017

Pages: 2220 - 2225

The Prediction of Parental Loyalty with a Private School in Indonesia

David Timothy Mambu | Hartoyo [13] | Lilik Noor Yuliati [7]

Share this Article


Top