SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES VOL. 16 NO. 2 PAPER 11
10.5958/2321-2012.2020.00021.4
INFORMATION TECHNOLOGY INSPIRATION IN SERVICE QUALITY TOWARDS PUBLIC SECTOR BANKS WITH SPECIAL REFERENCE TO VELLORE DISTRICT OF TAMIL NADU – INDIA
 
M. Shuaib Ahmed*
S. Abdul Sajid*

* C. Abdul Hakeem College (Autonomous), PG & Research Department of Commerce, Thiruvalluvar University, India
 
The quality of service is the degree of superiority in the performance. The service quality in customer service is the only way a firm can differentiate itself from various competitors. It is considered as a strategic organizational weapon. This study aims to determine the significant elements of service quality, in public sector banks, as perceived by customers and tries to measure and compare the quality of service among public banks, based on customer perception of desired quality of services. The service quality measure is based on the modified version of SERVQUAL, which involves five measurements, namely, Reliability, Responsiveness, Empathy, Warranty and Tangible. This study, on the quality of customer service of public sector banks, seeks to highlight the differences between customer observations of banks. This study is descriptive, and data were collected from 400 respondents and average scores of various SERQUAL dimensions, for both perception and desired were obtained. The study could add value to the quality of banking services, for development and also open up new areas of research.
 
KEYWORDS: Expectations, Digital Bank, Perceptions, Service quality, Information Technology JEL CLASSIFICATIONS: M 15, O31, O32 and O33 FULL TEXT