Modeling Service Quality and Customer Satisfaction

<p>In nineteenth century banking segment of service sector reported highest growth in India. Today</p><p>banking has become a part of our life. Banks fulfill the financial needs of every segment of</p><p>society like rural artisan farmers industrialist and government. Banking segment of service</p><p>sector make a payment to increase the pecuniary development of any country by transforming</p><p>financial resources in to productive resources. Hence banking becomes necessity for economic</p><p>agricultural and industrial development of an economy. Now a day banking becomes necessary</p><p>for every commercial activity. Banks are the largest depositors of people's saving and largest</p><p>lender of money. Today one cannot suppose to seize banking services for a single day because</p><p>without banking no financial transaction takes place. If the banks stop working for some days a</p><p>situation of financial crises may arise.</p><p>The present study is divided into five chapters. The first chapter provides an insight into the concept and</p><p>consequences of banking service quality and customer satisfaction. Second chapter presents a review of</p><p>major research work done in the field of measurement of service quality and customer satisfaction</p><p>particularly in banking sector. The third chapter offers research methodology adopted for the study. The</p><p>forth chapter deals with the analysis part of the study and the fifth chapter assembles the findings and</p><p>conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of</p><p>services provided by the studied bank.</p><p>I always remain thankful to all from whom I have gained knowledge during my studies and who have</p><p>provided help and assistance in the successful execution of this research work.</p><p>I shall be failing in my pious duty if I don't express my deep sense of gratitude to my supervisor Dr.</p><p>HemaGulati Assistant Professor for her intellectual creative and affectionate support throughout the</p><p>course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great</p><p>zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also</p><p>stimulating discussions and valuable suggestions.</p><p>I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of</p><p>MaharshiDayanand University Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl's College</p><p>Koslifor their cooperation in collection of data literature and other information.</p>