A STUDY ON THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION: WITH REFERENCE TO SELECTED PRIVATE BANKS IN BHOPAL CITY

Abstract

The purpose of this study is to determine the relationship between service quality and customer satisfaction among the selected private sector banks in Bhopal city. The study is based on primary data which has been collected among the peoples of various selected banks. The final survey was conducted among the 200 customers in which 153 customers have been positively participated in the survey. In order to explore the relationship between service quality and customer satisfaction i have identified 5 service quality parameters which may be highly influence the satisfaction level of the customer. These service quality parameters are tangibility, reliability, responsiveness, assurance and empathy. The data for present study has been calculated by using t test at the significant level 0.05. The findings of the study explore that among all the service quality parameters reliability, tangibility, assurance and responsiveness has been found significantly related with customer satisfaction. However, empathy of the various selected banks is not have a significant impact on the customer satisfaction.