Factors Affecting Service Quality in Public and Private Sector Banks in Uttarakhand

Page: 74-78

Sakshi Agarwal, Saurabh Singh, and R.S. Jadoun (College of Agriculture Management, GB Pant University, Pantnagar, Uttarakhand)

The present study has been undertaken to identify the critical factors that are affecting banks’ service quality in India. For this purpose, the responses were collected from the customers of both public and private banks, namely HDFC, ICICI, SBI, and PNB bank. The data was collected through a survey method using a structured questionnaire. Convenience sampling was used in this study due to the limitation of time and cost. The data were analyzed using factor analysis. Twenty-two measured variables were identified from different studies. Four critical factors were identified after using the factor analysis: automated service, attractiveness, staff readiness, and proficiency in service.