A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS SERVICES OF PRIVATE SECTOR BANKS

The banking sector in India has evolved is marked by intense competition. It place an emphasis on providing a large selection of items in order to generate competitive advantages, but it also places an emphasis on the significance of services, particularly with regard to the upkeep of quality service. Providing high service is one way to achieve success among competing services. This is especially true for businesses that provide services that are nearly identical to one another, as banks, where providing high-quality service is the only way to differentiate oneself from the competition., it is necessary for bankers to place an emphasis on both the quality of their services and the contentment of their clients, as well as the retention of their most valuable customers. The main objectives of the study are i)to measure the service quality of the private sector banks based on the dimensions of SEVQUAL MODEL ii) To find the relationship of dimensions of service quality from the demographic perspective of customers and to analyze the customer satisfaction towards the services of the private sector banks. This is an empirical study made in Chennai City. The service quality of the private sector banks has been measured using the SERVQUAL model. 300 sample respondents are selected from the study are using the non-probability sapling method. The interview schedule is prepared in three parts with demographic nature (Age, gender and annual income), service quality dimensions (expected and perceived service qualities) and satisfaction of the customers. The collected primary data are analyzed using SPSS and AMOS software. , it is concluded that tangibility and reliability are significantly influence on the satisfaction of the customers. Other dimension are insignificant