A STUDY ON SERVICE QUALITY PERCEPTION AND SATISFACTION OF E-BANKING WITH SELECTED PUBLIC AND PRIVATE SECTOR BANKS IN CHENNAI DISTRICT

Abstract

The Banking and financial sector is a major sector of the development of the economy and the nation as a whole, which helps to provide required finance for the different sector of the economy. As a service sector the efficiency of employee has got a bearing on the quality of service offered. The aim of this study target on the customer’s satisfaction in service quality scope among the public and private sector banks in Chennai district. The prime objectives of this paper find the expectations of customers concerning bank service, to ascertain to perception of banking customers about the service quality of banks and service quality caps in the both sector banks in Chennai district. Observed method adopted with the basic structures of SERVQUAL method to measure the service quality of banks. The sampling methods were used to select respondents from customers of 2 public sectors banks (SBI & Indian Bank) and 2 private sectors (Axis and ICICI banks) in Chennai district. Public sectors banks in particular improve their performance in order to maintain its market share in Chennai city.