A Study on Banking Service Quality and Customer Satisfaction Among Public Sector Bank Customers in Vijayawada
A Study on Banking Service Quality and Customer Satisfaction Among Public Sector Bank Customers in Vijayawada
Dr Ghatti Radhakrishna Murthy1
1Associate Professor,
Patel Institute of Science and Management,Bangalore, Karnataka-India.
Email id:ghattykanyakrishna@gmail.com
Dr. Ashok AR Gowda2
2Directo & Professor,
Patel Institute of Science and Management,Bangalore, Karnataka-India.
Email id:director@patelinstituteofscience-management.edu.in &
dr.ashokgowdru@gmail.com
Dr. V. Murali Krishna3
3Professor,
Indian Institute of Business Management,Bangalore, Karnataka-India.Email id:ghattykanyakrishna@gmail.com
Kandula Sreenivasula Reddy4
4Associate Professor,
Department of H & S,Geetanjali Institute of Science and Technology ,Nellore –India-
Email id: ksreddy@gist.edu.in
Dr. Purushotham Naik5
5Assistante Professor,
Department of Management studies,MVJ College of Engineering,Bangalore –India- 560 067
Email id: purushotham.naik@mvjce.edu.in
Abstract:This study investigates how retail customers of public sector banks perceive service quality across the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and how these perceptions relate to overall customer satisfaction. While prior research on banking service quality is extensive, it is often country-specific; comparative insights remain limited, and gaps persist in understanding dimension-level differences among customers within public sector banking contexts, particularly in India and comparable markets such as India.. Building on evidence that perceived service quality significantly shapes satisfaction in Indian public sector banks and that SERVQUAL effectively captures expectation–perception gaps in India, this study adopts a quantitative design using a structured questionnaire to (1) assess service quality and customer satisfaction across the five dimensions in public sector banks and (2) examine differences in perceived service quality dimensions among customer groups within these banks. The analysis is expected to identify which dimensions most strongly drive satisfaction and where perceptual gaps are greatest, offering actionable guidance for service improvement and strategic resource allocation in public sector banking. The findings aim to contribute comparative, dimension-specific evidence to the service quality literature and inform managers on prioritizing interventions that enhance customer satisfaction