Service Quality at Punjab National Bank: using SERVQUAL Instrument

Abstract

With the introduction of liberalization policy several private and foreign banks have entered in Indian banking sector which has
given birth to competition amongst banks for acquiring large market share and customer base. Banks have to deal with many customers and render various types of services to its customers and if the customers are not satisfied with the services provided by the
banks then they will defect which will impact economy as a whole since banking system plays an important role in the economy of
a country. It is very costly and difficult to recover a dissatisfied customer. Since the competition has grown manifold in the recent
times it has become a herculean task for organizations to build loyalty, the reason being that the customer of today is spoilt for
choice. It has become imperative for both public and private sector banks to perform to the best of their abilities to cater both the
explicit as well as implicit needs. The purpose of this research article is to examine the customer satisfaction and measuring the
service quality given by the banking industry in India. This study is cross sectional and descriptive in nature and the researcher tries
to makes an effort to clarify the Customer Service satisfaction in Indian banking Sector. Descriptive research design is used for this
study, where the data is collected through the questionnaire. The service quality model discovered by Zeithaml, Parasuraman and
Berry1
has been used in the present study.