International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Call for Papers | Fully Refereed | Open Access | Double Blind Peer Reviewed

ISSN: 2319-7064

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Research Paper | Business and Finance | India | Volume 11 Issue 11, November 2022

Customer Perceptions on Service Quality of Private Sector Commercial Banks in India: The Principal Component Analysis

Mehbooba Sultana | Jaynal Uddin Ahmed [2]

Abstract: In today's world, with increased competition, service quality has become one of the most popular areas of academic research. The purpose of this study is to examine the factors influencing service quality variables and identify the most important variables responsible for the overall satisfaction of the customers. The research design in this study consists of exploratory in nature whereby different factors influencing various service quality variables in the banking sector have been extracted from the literature review and tested on a sample size of 200 customers having at least an account in the banks. The SERVQUAL model is used to assess service quality and customer perceptions. Factor analysis technique have been applied to find out the most relevant factors responsible for achieving overall satisfaction of customers. The results were discussed and analysed so as to get an indication of the relevant factors influencing various service quality variables in banking sector particularly private sector commercial banks operating in Goalpara District of Assam.

Keywords: Service quality, Factors affecting, private banks, Factor Analysis, SERVQUAL

Edition: Volume 11 Issue 11, November 2022,

Pages: 162 - 167

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