Service Quality Perceptions In Financial Services : A Case Study Of Banking Services | Alka Sharma & Versha Mehta

The services sector is the most important sector, which contributes largely to the national economy. In India, the banking sector is an important component of this sector. The share of banking and insurance sector has burgeoned from 2.78% in 1980 ? 81 to 6.27% in 1997 ? 98. It has been so due to the increased significance of financial services in post ? reforms era. In case of banking services, the varied service products being offered and their interface with the information technology has emerged as the potent tools of competition. The banks are using these tools to seize the markets and be the ultimate winners. The recent survey on banks shows that HDFC bank, which has been rated as the number 1 bank in India has quality growth as the main objective. Thus the banking intermediaries also have recently started focusing on the quality issues. In this context, the service quality perception among the customers of the banks is the most critical issue. The present study is an attempt in the direction, where quality perceptions of the four leading banks have been compared to reach at logical conclusions.