This paper examines the concept of service quality in private banking theoretically and empirically and identifies … factors which contribute to service quality. A multidimensional and hierarchical model is developed based on the work of Rust … and Oliver (in Service Quality, pp. 1–20, 1994) and Brady and Cronin (in J. Mark. 65(3):34–49, 2001). The model is then …

expectations with the help of Factor Analysis and Mann - Whitney U-Test. The findings of the study indicate that service quality is … service quality. After analysis the findings of the study also suggest intrinsic and extrinsic cues of consumers from various …

, which a bank is providing, is “service” and the product of bank's work and its success depends on the range and the quality …

to enhance their customer base banks have been introducing innovative services including that of high quality ATM … and will contribute towards further improvement in the quality of ATM services …