Volume : 3, Issue : 5, May - 2014
A Comparative Study on Service Quality Aspects of HDFC and AXIS Bank Vis a Vis SBI and PNB: With Reference to Delhi Capital Region.
Ms. Deepika Arora, Dr. Mrs Vijit Chaturvedi
Abstract :
With the advent of RBI’s easy norms several private and foreign banks have entered in Indian banking sector which has given birth to cut throat competition amongst banks for acquiring large customer base and market share. 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. The purpose of this research proposal is to compare the public sector banks and private sector banks in terms of customer satisfaction and to study the various variables of service quality using SERVQUAL model. As Customer Satisfaction ultimately leads to the Customer Loyalty, this research also includes examining the relationship of service quality and customer loyalty
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Cite This Article:
Ms. Deepika Arora, Dr.(Mrs) Vijit Chaturvedi / A Comparative Study on Service Quality Aspects of HDFC and AXIS Bank Vis a Vis SBI and PNB: With reference to Delhi Capital Region. / Global Journal For Research Analysis, Vol:3, Issue:5 May 2014