International Journal For Multidisciplinary Research

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

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Volume 8 Issue 4
July-August 2026

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A Study on the Impact of Service Quality on Customer Satisfaction in the Private Banking Sector with special reference to Udupi and Dakshina Kannada

Author(s) Ms. Thejashree Devadiga, Mr. Nithin K, Mr. H Satvik Nayak, Ruchir Anand
Country India
Abstract The main objective of this study is to examine the impact of service quality dimensions on customer satisfaction and customer loyalty in private sector banks with special reference to Udupi and Dakshina Kannada districts.The study adopted a descriptive research design. A sample of 100 respondents was selected using a convenience sampling technique from customers of various private sector banks operating in Udupi and Dakshina Kannada districts. Primary data were collected through a structured questionnaire designed to measure service quality dimensions, customer satisfaction, and customer loyalty. Secondary data were collected from research journals, published articles, and online sources. Statistical tools such as correlation and regression analysis were used to analyze the data with the help of SPSS software. The results revealed that all five service quality dimensions, namely Tangibility, Responsiveness, Reliability, Empathy, and Assurance, have a positive relationship with customer satisfaction. Among these dimensions, Assurance showed the strongest correlation with customer satisfaction, followed by Empathy and Reliability. Regression analysis indicated that Empathy and Assurance have a significant positive impact on customer satisfaction, while Tangibility, Responsiveness, and Reliability showed statistically insignificant effects. The findings suggest that improving personalized attention, trust, and confidence-building measures can significantly enhance customer satisfaction and strengthen customer loyalty in private sector banks.
Keywords Service Quality, Customer Satisfaction, Customer Loyalty, Private Sector Banks, Tangibility, Reliability, Responsiveness, Assurance, Empathy, Udupi, Dakshina Kannada.
Field Business Administration
Published In Volume 8, Issue 4, July-August 2026
Published On 2026-07-05
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E-ISSN 2582-2160
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CrossRef DOI prefix of IJFMR is 10.36948/ijfmr

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