Service Quality of Private and Public Sector Banks : A Critical Review

Service quality may be defined as holistic judgement, or attitude, relating to the superiority of service. In today's increasing competitive atmosphere providing quality service is important for any service industry. Service quality has been conceptualized as the outcome arising out of the difference between perceived and expected level performance of any service. The main objective of this study is to find the interrelationships between service quality attributes, customer satisfaction and customer loyalty in the banking sector. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. A critical review of literature was conducted to find out the relationship among service quality, customer satisfaction and customer loyalty in the backdrop of the different quality measurement tool employed in various studies. The authors at the end have summarised the findings of study in order to get a bird's eye view of the literature reviewed