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, IV (V). pp. 159-174. ISSN 2249-9598,

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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
Uncontrolled Keywords: Service Quality and SERVQUAL and Service Quality Index and Consumer Satisfaction and Service Quality Gap
Subjects: G Commerce > Management Science
Divisions: Department of > Management
Depositing User: Users 19 not found.
Date Deposited: 04 Oct 2019 10:16
Last Modified: 04 Oct 2019 10:16
URI: http://eprints.uni-mysore.ac.in/id/eprint/8716

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