An analytical study of Service Quality- A comparative analysis among SBI and SBM: A case study with special reference to Mysore city, Karnataka

Anita, B. R. (2014) An analytical study of Service Quality- A comparative analysis among SBI and SBM: A case study with special reference to Mysore city, Karnataka. Online International Interdisciplinary Research Journal, 4 (5). pp. 159-174.

[img] Text (Full Texy)
22.pdf - Published Version
Restricted to Registered users only

Download (126Kb) | Request a copy
Official URL: http://oiirj.org/oiirj/blog/2014/09/01/vol-iv-issu...

Abstract

The objective of this paper is to measure the service quality offered by State bank of Mysore and State bank of India in Mysore city. The research attempts to investigate the service quality and consumer satisfaction among the consumers of State bank of India, State bank of Mysore, in Mysore city, Karnataka. SERVQUAL parameters are rated on five point Likert scale from Strongly Agree (SA) to Strongly Disagree (SD).The five dimensions, Tangibility, Reliability, Responsiveness, Assurance and Empathy are evaluated and overall service Quality index is established /analyzed by using Chi-square and Garrett Ranking. The questionnaire is designed to quantify the service quality gap offered by SBI and SBM.

Item Type: Article
Subjects: Management Sciences > Bussiness Administration
Divisions: Institutes/Centers,Mysore > Bahadur Institute of Management Science
Depositing User: Praveen Kumari B.L
Date Deposited: 06 Jan 2015 10:31
Last Modified: 06 Jan 2015 10:31
URI: http://eprints.uni-mysore.ac.in/id/eprint/17289

Actions (login required)

View Item View Item