Modeling Service Quality and Customer Satisfaction

In nineteenth century, banking segment of service sector reported highest growth in India. Today

banking has become a part of our life. Banks fulfill the financial needs of every segment of

society like rural artisan, farmers, industrialist and government. Banking segment of service

sector make a payment to increase the pecuniary development of any country by transforming

financial resources in to productive resources. Hence banking becomes necessity for economic,

agricultural and industrial development of an economy. Now a day, banking becomes necessary

for every commercial activity. Banks are the largest depositors of people’s saving and largest

lender of money. Today, one cannot suppose to seize banking services for a single day because

without banking no financial transaction takes place. If the banks stop working for some days, a

situation of financial crises may arise.

The present study is divided into five chapters. The first chapter provides an insight into the concept and

consequences of banking, service quality and customer satisfaction. Second chapter presents a review of

major research work done in the field of measurement of service quality and customer satisfaction

particularly in banking sector. The third chapter offers research methodology adopted for the study. The

forth chapter deals with the analysis part of the study and the fifth chapter assembles, the findings and

conclusions and suggest some suggestions to the higher authorities of the bank to improve quality of

services provided by the studied bank.

I always remain thankful to all from whom I have gained knowledge during my studies and who have

provided help and assistance in the successful execution of this research work.

I shall be failing in my pious duty if I don’t express my deep sense of gratitude to my supervisor, Dr.

HemaGulati, Assistant Professor, for her intellectual, creative and affectionate support throughout the

course of the study. Her constant guidance and motivation enabled me to go into this endeavor with great

zeal and zest. I am deeply indebted to her not only for sparing her precious time enthusiastically but also

stimulating discussions and valuable suggestions.

I feel it all the more necessary to mention and record my heartily thanks to staff of libraries of

MaharshiDayanand University, Rohtak; D.A.V. Institute of Management Faridabad; DAV Girl’s College,

Koslifor their cooperation in collection of data, literature and other information.