International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

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Call for Paper Volume 8, Issue 3 (May-June 2026) Submit your research before last 3 days of June to publish your research paper in the issue of May-June.
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Volume 8 Issue 3
May-June 2026

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Customers Discernment Towards Service Quality Of Private Sector Banks

Author(s) Dr. Rekha P, Ms. Rupashree K
Country India
Abstract Customers satisfaction towards banking services depends on its strategic positioning by the bank and importance given to each and very service dimensions by the bank. Contemporary customer services are more technology drive and machine managed compared to traditional banking services that where managed by manpower (human). That creates variance in customers perception and satisfaction towards services offered by the banks. Increase in SQ (service quality) automatically influence customers satisfactions. This study aims to analyse customers discernment towards SQ of private sector banks. The article is descriptive in nature as it aims to report the true experiences of private sector bank customers towards services offered to them by their bankers. The authors collected data from 250 private sector banks customers across the Tirupur District. The article used SERQUAL model developed by Parasuraman and Zeithaml (1988), the study considered five dimensions of SERQUAL (i.e., Empathy, Reliability, Tangibility, Responsiveness and Trust). The empirical investigation established positive association between nature cum frequency of banking services availed by the customers and their perception towards SQD of their bank. The article concludes with the note that private banks employees’ sensitivity towards fulfilling their client’s (customers) demand, trust build with the bank and tangible feature of bank branches greatly influences the customers perception towards the private sector banks.
Keywords Banks, Service Quality, Service Quality Dimension, SERVQUAL.
Field Business Administration
Published In Volume 8, Issue 3, May-June 2026
Published On 2026-05-11
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E-ISSN 2582-2160
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IJFMR DOI prefix is
10.36948/ijfmr

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