SERVICE QUALITY AND CUSTOMER SATISFACTION OF SELECTIVE PRIVATE BANKS WITH REFERENCE TO SPSR NELLORE DISTRICT

Abstract

The main objective of this study is to study the impact of service quality measurements on customer satisfaction. This study places and builds up an instrument of service quality and analyzes the relationship between perceived service quality dimensions and customer overall satisfaction. The results shows that the most imperative service quality practice on consumer satisfaction is satisfaction as it is seen as a prevailing service quality. The results uncover that the service quality measurements of tangibles, satisfaction, reliability, assurance and empathy impacting the customers satisfaction, while the compassion is contrarily and fundamentally affecting the customers satisfaction. Therefore, this present examination reasoned that service quality is the essential furthermore most imperative component that impacts the general consumer satisfaction. This finding fortifies the requirement for banks directors to put an accentuation on the hidden measurements of service quality particularly on satisfaction and ought to begin with enhancing service quality so as to raise general consumer satisfaction.