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A Study of Service Quality of Banks in Mumbai

Ranjith P V
DOI: http://dx.doi.org/10.21013/jmss.v4.n1.p14
Abstract

Service quality improves   customer relationship as far as organizations are concerned. Service quality is about areas like reliability   , empathy, assurance etc which if provided in an efficient manner improves customer profitability and organisation’s return on investment

The service given generally helps in retaining customers thereby reducing cost of retention and makes customers happy to deal with the organisation. This is required for all service organisations and it is true for banks also. The aspect of service is vital for institutions dealing with money and so the study focuses on the importance of service in customer.

Service quality of different types of banks are studied using tests lime ANOVA and K means cluster analysis to find out the effect on customer satisfaction of different variables and also to find out different customer segments based on their responses. 

Keywords
Service Quality, K means cluster, Banking sector, ANOVA
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