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Measuring the Impact of Service Quality on Customer Satisfaction – A Comparison between SBI and Axis Bank

Author Affiliations

  • 1Department of Management, Bhilai Institute of Technology, Durg (CG), India
  • 2Department of Management, Bhilai Institute of Technology, Durg (CG), India
  • 3Department of Management, Bhilai Institute of Technology, Durg (CG), India

Res. J. Management Sci., Volume 5, Issue (8), Pages 1-8, August,6 (2016)


The developing country like India banking sector is showing a vital role in gradual development of country. The banks accept the deposits of customers and networks into Lending. Everyday new banking products are served to customers in the form of services by various banks and those aids as competition within the banks. The purpose of this paper is to compare the quality of services provided by Public sector banks and Private sector banks and to measure the customer satisfaction. To aid the process, SBI bank is selected from public sector bank and Axis Bank from private sector Bank. The comparison has been done by using 18 variables grouped under five dimensions of Servqual that is Tangibility, Reliability, Responsiveness, Assurance and Empathy.


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