Customer Perception towards Service Quality in Retail Banking

The present study has aimed to know the perception of customers towards services rendered by banks in major cities of Tamil Nadu. Descriptive study method has adopted and convenience sampling technique was followed. On that basis, a sample size of 560 customers of different public and private sector banks was selected for this purpose from the major cities of Tamil Nadu state namely, Chennai, Madurai, Coimbatore and Trichy by using Servqual instrument developed by Parasuraman et al., 1998. The results show that specific customer categories namely, Young age group, unmarried customers, who have 5 to 6 dependents and live in joint family customers have also higher level perception towards service quality of the banks. Further, the result shows that post-graduate level educated customers, mainly students and lower and high income group customers also have higher level perception towards the service quality of the banks in the study area.