Service Quality as a Key to Customer Satisfaction: an Assessment with Private Banks in Odisha

Abstract — With the advent of liberalization policy and RBI’s easy norms Private and Foreign banks entered into the Indian banking sector with a high technology –banking matching with international standards. Today India is swamped with many private banks rendering various types of services to their customers. In this highly competitive and market oriented environment it has become imperative for the private banks to perform to the best of their abilities to retain their customers by catering to their explicit as well as implicit needs. Many a times it happens that, banks fail to satisfy their customers which can cause huge losses for banks. The purpose of this study is to assess private banks in terms of customer satisfaction and to study various variables of service quality using SERVQUAL model. The work has been carried out with the objective to understand the reason of customer dissatisfaction and what are th