Service Quality and Commercial Banks- A Comparative Study
Keywords:
Service Quality and Commercial Banks, Comparative Study, Introduction, Need of The Study, Problem Statement, Hypothesis, Scope of The Study, Sampling, Primary Data, Survey Instrument, Secondary Data, Pilot Study, Reliability and Validity Test, Field Work, Statistical Tool Justification, The Indian Banking Industry, Service Quality Perception, Service Quality Perception of SBI Bank Respondents, Service Quality of ICICI Bank, Comparison of Service Quality Between SBI and ICICI Banks, Findings, Conclusion, Suggestion, Bibliography, Nationalization of Banks, Liberalization of Banks, Public Sector Banks, Private Sector Banks, Profile of State Bank of India, Profile of ICICI Bank LtdSynopsis
In the ever-evolving landscape of business and commerce, the pursuit of excellence in service quality has become a paramount objective for organizations across the globe. The realization that superior service not only satisfies customers but also builds long-term relationships has prompted a growing interest in understanding and enhancing service quality. This book, "Service Quality: A Comparative Study," emerges from a commitment to delve into the multifaceted dimensions of service quality and to provide readers with a comprehensive exploration of the subject.
As businesses strive to differentiate themselves in increasingly competitive markets, the comparative study presented within these pages aims to shed light on diverse approaches, strategies, and best practices employed by organizations in their pursuit of superior service quality. The journey through this book takes us across industries, examining how service quality is conceptualized, measured, and managed in various contexts. By drawing comparisons between different sectors, geographic locations, and organizational structures, we seek to uncover universal principles as well as unique insights that can inspire innovation and improvement.
The comparative study is structured to cover a range of critical aspects, including customer expectations, service design, delivery processes, employee engagement, and the integration of technology. Each chapter explores distinct facets of service quality, analysing both successes and challenges faced by organizations, and offering practical insights that readers can apply to enhance their own service delivery. As we navigate through these pages, it is our hope that this book becomes a valuable resource for academics, researchers, business leaders, and practitioners alike.
The diverse perspectives presented here aim to contribute to the ongoing dialogue surrounding service quality, fostering a deeper understanding of what it means to deliver exceptional service in today's dynamic and interconnected world. We express our gratitude to the contributors who have shared their expertise, experiences, and research findings to make this comparative study possible. May this book serve as a catalyst for continued exploration, innovation, and improvement in the realm of service quality.
