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International Journal for Research Trends and Innovation
International Peer Reviewed & Refereed Journals, Open Access Journal
ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Impact Factor : 8.14
Issue per Year : 12
Volume Published : 11
Issue Published : 117
Article Submitted : 21305
Article Published : 8476
Total Authors : 22301
Total Reviewer : 802
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| Paper Title: | CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY IN THE INDIAN BANKING SECTOR: AN EMPIRICAL ANALYSIS |
| Authors Name: | Dr.M.YUVARAJ , Dr.P.SURESH |
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IJRTI_206503
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| Published Paper Id: | IJRTI2509138 |
| Published In: | Volume 10 Issue 9, September-2025 |
| DOI: | |
| Abstract: | ABSTRACT India’s banking sector, pivotal to economic growth, faces intense competition, making service quality a critical determinant of customer satisfaction and loyalty. This study employs the SERVQUAL model to assess customer perceptions across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A survey of 400 urban customers in Chennai city, complemented by secondary data, reveals private banks outperform public sector banks (PSBs) in responsiveness (M=4.2 vs. 3.1, p<0.01) and empathy (M=4.0 vs. 3.0, p<0.01). Regression analysis indicates service quality accounts for 60% of satisfaction variance (R²=0.60, p<0.01), with responsiveness and empathy as key predictors. PSBs lag in digital integration and staff empathy, necessitating infrastructure upgrades and training. This research offers actionable insights for banks and contributes to service quality literature in emerging markets. |
| Keywords: | Service quality, SERVQUAL, Customer perception, Indian banking, Customer satisfaction |
| Cite Article: | "CUSTOMER PERCEPTION TOWARDS SERVICE QUALITY IN THE INDIAN BANKING SECTOR: AN EMPIRICAL ANALYSIS", International Journal for Research Trends and Innovation (www.ijrti.org), ISSN:2455-2631, Vol.10, Issue 9, page no.b304-b308, September-2025, Available :http://www.ijrti.org/papers/IJRTI2509138.pdf |
| Downloads: | 000228 |
| ISSN: |
2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI2509138
Registration ID:206503
Published In: Volume 10 Issue 9, September-2025
DOI (Digital Object Identifier):
Page No: b304-b308 Country: CHENGALPATTU, TAMIL NADU, India Research Area: Commerce Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI2509138 Published Paper PDF: https://www.ijrti.org/papers/IJRTI2509138 |
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ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
Journal Starting Year (ESTD) : 2016
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