Customer Perception of Services Based on the SERVQUAL Dimensions: A Study of Indian Commercial Banks

This article studies the difference in service quality between public sector banks and new generation private sector banks based on the SERVQUAL dimensions as perceived by Indian customers. It also compares banks within these sectors on the given parameters. The authors also develop a perceptual map considering the SERVQUAL dimensions as attributes. The results suggest that the new generation private sector banks are perceived to provide better quality services as compared to public sector banks. In addition, the perception about the quality of services also varies between banks within the same sector.