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INTERNATIONAL JOURNAL OF SCIENTIFIC DEVELOPMENT AND RESEARCH International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2455-2631 | Impact factor: 8.15 | ESTD Year: 2016 open access , Peer-reviewed, and Refereed Journals, Impact factor 8.15 |
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| Paper Title: | ADMINISTRATION QUALITY EXPECTATIONS AND PERCEPTIONS OF PUBLIC AND PRIVATE AREA BANKS IN INDIA |
| Authors Name: | Mr. Anand Kumar Agrawal , Dr. Gajraj Singh Ahirwar |
| Unique Id: | IJSDR2207115 |
| Published In: | Volume 7 Issue 7, July-2022 |
| Abstract: | The study 'Banking Administration: Customer expectations and perceptions' attempts to analyze the gulf in service quality of public and private sector banks in terms of customers' expectations and perceptions. The study has been carried out at both aggregate and disaggregates levels in order to explore and map the differences. The study also traces the factors affecting customer expectations and perceptions in regard to the service quality of banks The factors influencing customers' expectations came out to be responsive attitude, reliability, tangibles, convenience, assurance and empathy. The study concludes that in view of the stiff competition in the global business arena where businesses have to survive and grow on the basis of volume instead of margin, service quality will constitute an essential plank of service marketing. This implies that public sector banks will have to focus on the reduction of the gap in customer expectations and perceptions about their service quality if they are to compete in the global marketplace. To this end, public sector banks should continually assess and reassess how customers perceive their services and to implement appropriate corrective action for retaining the existing customers and getting new customers. |
| Keywords: | - |
| Cite Article: | "ADMINISTRATION QUALITY EXPECTATIONS AND PERCEPTIONS OF PUBLIC AND PRIVATE AREA BANKS IN INDIA", International Journal of Science & Engineering Development Research (www.ijsdr.org), ISSN:2455-2631, Vol.7, Issue 7, page no.742 - 747, July-2022, Available :http://www.ijsdr.org/papers/IJSDR2207115.pdf |
| Downloads: | 000337070 |
| Publication Details: | Published Paper ID: IJSDR2207115 Registration ID:201943 Published In: Volume 7 Issue 7, July-2022 DOI (Digital Object Identifier): Page No: 742 - 747 Publisher: IJSDR | www.ijsdr.org ISSN Number: 2455-2631 |
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