Market Research Project report.docx

Comparative Study of Service Quality between Private & Public Sector Banks

Comparative Study of Service Quality between Private Sector

and Public Sector Banks- Project Report

MBA (F&B) Batch VII


Abstract:

Service quality and customer satisfaction are very important concepts that banks

must understand in order to remain competitive in business and grow. The banking

industry like many other financial service industries, witnessed the emergence of

many private sectors and is facing a rapidly changing Market, new technologies,

economic uncertainties, fierce competition and especially more demanding

customers. Customer service is one integral part of any facet of banking and it

defines future of any banking organization. In banking sector, the whole range of

activity and generation of income swivels around the customer. From a very

comfortable and peaceful environment, now the Indian Banking Sector is

characterized by stiff competition for the customer’s satisfaction and profit war

between different banking groups i.e. (Private bank vs. Public Bank). This report

tries to analyze the comparative analysis of service quality among these two

categories of banks – public and private sector banks using the list of service

attributes based on SERVQUAL method.

MBA (F&B) Batch VII


Introduction:

The founding of the commercial banks started with the emergence of the Bank of

Calcutta later renamed the Bank of Bengal in the year 1806, thus making it the

oldest commercial bank in the Indian subcontinent, later its merger with the Bank of

Madras, Imperial Bank of India became State Bank of India. The liberalisation of the

Indian economy in 1991 set off a chain of paradigmatic changes in most sectors.

One of the sectors that came in for immediate structural changes was the financial

sector. Although the non-banking financial corporations had already been operating

in the private sector, the government zealously guarded the banking sub-sector

ever since bank nationalisation in the 1970s. The public sector banks operated like

any public undertaking. Obviously, their functioning suffered from similar

shortcomings. Amongst these, no less important a shortcoming was customer

service. The liberalisation of the banking sector brought in stiff competition in the

form of no holds-barred private sector banks that marketed their services amongst

the public aggressively. It witnessed the emergence of national mega-banking

companies such as (ICICI) and Housing Development Finance Corporation (HDFC)

Banks, for whom customer service was an article of faith. The changed business

environment in general and the banking sub-sector scenario in particular compelled

the public sector banks to give up their elephantine indifference to the needs of the

customers. With a view to vying for the market share with the private sector banks,

they started focusing on efforts to provide quality customer service.

Customer Satisfaction is a measure of how products and services provide by any

organization meet the expectations of a customer. It varies from person to person

and service to service. A customer can be defined as a user or potential user of

banking services. A customer would include an account holder, or a person carrying

out casual business transactions with a bank. The efficiency of a banking sector

depends upon how best it can deliver services to its target customers. In order to

survive in this competitive environment and provide continual customer

satisfaction, the banking services providers are required to frequently increase the

quality of services. In banking business it is seen that only 5% increase in customer

retention can extend 35% profitability

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In the context of the comparative efforts at positioning of private and public sector

banks in the market, this study attempts to assess the level of service quality

perceptions of banking sub-sector customers and map out the differences between

the service quality perceptions and expectations of customers of private and public

sector banks along with the factors responsible for these differences.

Literature Review:

For the past 30 years various topics such as the nature of service quality, bank

choice criteria, bank switching behavior and buying decision-making have been

examined by different researchers. Amongst the studies carried out on corporate

customers, focus has been on the importance of service in contributing to the

development of corporate banking relationships. The SERVQUAL method was used

by Parsuraman, Valarie Zeithaml and Len Berry in 1985 and was extensively used to

study the above topics. In 2000, researchers Bahia and Nantel developed their own

Banking Service Quality scale and claimed that it is more reliable than the

SERVQUAL scale. The BSQ scale has effectiveness and assurance, access, price,

tangibles, service, portfolio and reliability as its attributes. In 2002, Mr. Buttle and

Mr. Aldaigan conducted a study on retail bank customers and developed a new

scale with four verticals: behavioral service, service system quality, quality, service

transactional accuracy and machine service quality. This scale had 21 items and

was given weights according to the significance of the items. It was found that the

customers measure the service quality on the basis of two parameters: organization

and transaction. This scale was then used to conduct various other researches in

the same field and it was found out that it was highly useful to the banking industry;

moreover the major benefit of this method was that it could be used to extract fairly

accurate results from large and small samples

In United Arab Emirates , two researchers Al-Tamimi and Jabnoun carried out a

research in order to emphasize the fact that market share of banks is proportional

to the service quality concluding that customers value human relationships the

most when perceiving service quality. In 2005, Cheung and Liao conducted a study

on measuring the service quality of Internet Banking and they presented a user-

based model for evaluation of service quality of e-banking. Empirical results suggest

that perceived usefulness, ease of use, reliability, responsiveness, security and

MBA (F&B) Batch VII


privacy and continuous improvement of e-banking services significantly influence

customer attitudes towards Internet e-banking.

The researchers of 20th century did not take into account very important

phenomena which was slowly gathering momentum – the growing use of

technology and increasing use of social Media. Private and public sector banks

began relying on technology in order to retain customers, provide better services,

to reduce costs and provide customer delight. The private and foreign banks started

a technological revolution in the banking industry. Mr. B.K. Tiwary suggested that in

the new economy mind share leads to market share and mind share is influenced

not only by the promotions and advertisements but more importantly on favorable

customer perception which in turn is based on satisfaction with regard to products,

services and interaction with the customers.

After the banks started integrating its products with IT solutions the customers were

also not far behind. The internet boom of India in the early 2000s started increasing

the internet outreach in internet penetration. As the customers became more tech

savvy the technologically innovative banks were perceived to be “futuristic” and

ahead of times. This is where the private banks had the edge over its competition

vis a vis public banks (D.R. Joshi 2012). But the public sector banks still enjoy the

trust of its customers and leading public sector banks like State Bank of India,

Punjab National Bank and Bank of Baroda started to embrace technology in order to

keep up with the competition.

The competition within the banks was so tough that the products and services

offered by the banks were similar in features and the only differentiating factor was

customer experience (J Sethuraman 2012) . A research done by Pooja Mengi in 2009

found that the customers who had account with public sector banks were more

satisfied as compared to the customers who had their accounts with the private

sector banks. This anomaly was because of the fact that in the Indian Banking

sector the “Human Aspect” of banking is more important than technical and

tangible aspects of service quality (Usha Lenka in 2009).

As the internet penetration increased, the customers also began to share their

experiences about a bank's service quality and satisfaction on social media

networking sites like Facebook, Twitter, Blogs etc. This has lead to a review of the

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old research methods of SERQUAL and BSQ, through this research we aim to

combine the traditional methods of research with the new ones in order to arrive at

a holistic approach towards analyzing the service quality of private and public

banks.

Objective:

1. To find out the parameters on which a customer decides with which bank he

wants to be associated with.

2. To compare the public sector banks and private sector banks in terms of service

quality.

The research objective was to examine the following hypotheses:

Null Hypothesis, Ho: There is no significant difference in the service quality

between public and private sector banks.

Alternate Hypothesis, Ha: There is significant difference in the service quality

between public and private sector banks.

Research Methodology:

SERVQUAL Model:

The research was directed towards understanding customer’s perceptions

towards Public and Private banks operating in India. The SERVQUAL model was

adapted with some modification for the study. The instrument was designed

keeping into consideration the Indian banking sector scenario. Attributes like

convenience, personal interaction, assurance and access and competence were

considered important in defining bank service quality. The questionnaire was a

SERVQUAL one in 5 key dimensions namely tangibles, reliability, responsiveness,

assurance and empathy. The list of service attributes based on different service

dimensions are ranked and rated by the customer to identify the importance of

each service attributes. All the data were collected from bank customers through

survey & Personal Interviews with consumers of different banks. After the data has

been collected, it was entered into SPSS and was prepared for analysis.

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Sample:

Random sampling technique was used for data collection. We had drafted the

questionnaire and floated to respondents over the internet through emails and

Facebook. The questionnaires were administered in English and the responses of

the customers was taken on a five-point Likert scale with responses varying on the

scale of 1 for strongly agree and 5 for strongly disagree.

The basic demographic profiles of the respondents are as below:

Gender:

Qualification:

Occupation:

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Marital Status:

Income:

Classification of Questionnaire:

The survey questions have been classified under five servqual parameters to make

a comparative study on service quality of public and private sector banks. The five

parameters are:

MBA (F&B) Batch VII


1. Tangibility

2. Responsiveness

3. Assurance

4. Empathy

5. Reliability

Tangibility

Visually appealing facilities

Up to date technology

Well groomed and well behaved employees

Responsiveness

24/7 Contact

Timely service

Prompt service

AssurancePolite employees

Employees willing to help

Empathy

Personal attention

Understanding of needs

Service attention on high priority

ReliabilitySafe transactions

Trust

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Data Collection from Survey Questionnaire:

The questionnaires were distributed amongst customers who had current accounts

with major banks in the retail banking industry. All these banks have a strong

presence in the banking industry and are the largest and most profitable banks in

India. The sample size was fixed at 40 customers. Convenience sampling technique

was used to get the questionnaire filled by the customers.

Age grou

pGend

erBank

AccountSecto

rTangibili

tyResponsiven

essAssuran

ceEmpat

hyReliabili

ty

Service

Quality

26-30 yrs Male SBI Public 4 3.33

4.00

3.67

4.00

7.60

20-25 yrs Male HDFC

Private 4.33 4.33

3.67

4.00

4.00

8.13

20-25 yrs Male ICICI

Private 4.67 4.33

4.00

4.33

4.50

8.73


Private 4.00 4

4.33

4.00

4.00

8.13

20-25 yrs

Female ICICI

Private 4.33 4.33

3.67

4.00

4.00

8.13


Private 4.67 4.33

4.00

4.33

4.50

8.73

26-30 yrs Male SBI Public 3.67 3.67

4.00

3.33

3.67

7.34


Private 4.33 4.33

3.67

4.00

4.00

8.13


3.67

3.33

3.67

7.34

MBA (F&B) Batch VII


26-30 yrs Male

kotak mahindra

Private 4.00 4

4.33

4.00

4.00

8.13

26-30 yrs Male HDFC

Private 4.33 4.33

3.67

4.00

4.00

8.13

26-30 yrs Male HDFC

Private 4.67 4.33

4.00

4.33

4.50

8.73

26-30 yrs Male HDFC

Private 4.00 4

4.33

4.00

4.00

8.13

26-30 yrs Male

bank of america

Private 4.33 4.33

3.67

4.00

4.00

8.13

26-30 yrs Male

ICICI BANK

Private 4.67 4.33

4.00

4.33

4.50

8.73

31-35 yrs Male Citi

Private 4.00 4

4.33

4.00

4.00

8.13

26-30 yrs Male HDFC

Private 4.33 4.33

3.67

4.00

4.00

8.13

26-30 yrs Male citibank

Private 4.67 4.33

4.00

4.33

4.50

8.73


Private 4.00 4

4.33

4.00

4.00

8.13

20-25 yrs Male ICICI Public 4 3.33

4.00

3.67

4.00

7.60

31-35 yrs

Female HDFC

Private 3.67 4

4.00

4.33

4.00

8.00


Private 4.00 4.33 3.67

4.00

4.00

8.00

31-35 yrs

Female HDFC Public 4 3.33

4.00

3.67

4.00

7.60


Private 3.67 3.67

4.00

4.33

4.50

8.07

26-30 yrs Male

Indian Bank Public 4.00 3.67

3.67

3.33

3.67

7.34

26-30 yrs

Female SBI Public 4 3.33

4.00

3.67

4.00

7.60

26-30 yrs

Female ICICI

Private 3.67 4

4.00

4.33

4.00

8.00

MBA (F&B) Batch VII



3.67

3.33

3.67

7.34

26-30 yrs Male ICICI Public 4 3.33

4.00

3.67

4.00

7.60

26-30 yrs Male

standard Chartere

dPrivat

e 3.67 3.67 4

.00

4.33 4.

00

7.87 20-25 yrs Male ICICI

Private 4.00 4

3.67

4.00

4.50

8.07

20-25 yrs Male HDFC

Private 4.00 4

4.33

4.00

4.00

8.13


Private 4.33 4.33

3.67

4.00

4.00

8.13

> 35 yrs Male ICICI

Private 4.67 4.33

4.00

4.33

4.50

8.73


Private 4.00 4

4.33

4.00

4.00

8.13

26-30 yrs Male

kotak mahindra

Private 4.33 4.33

3.67

4.00

4.00

8.13


Private 4.67 4.33

4.00

4.33

4.50

8.73


Private 4.00 4

4.33

4.00

4.00

8.13

26-30 yrs Male

Bank of maharast

ra Public 3.67 3.67 4

.00

3.33 3.

67

7.34 31-35 yrs

Female citibank

Private 4.33 4.33

3.67

4.00

4.00

8.13

Hypotheses of the Study:

Keeping the objectives in mind, this study intends to test the following hypotheses:

Null Hypothesis, Ho: There is no significant difference in the service quality between public and private sector banks.

Alternate Hypothesis, Ha: There is significant difference in the service quality between public and private sector banks.

MBA (F&B) Batch VII


Statistical Tests:

The following statistical tests were conducted to test the above mentioned hypotheses using SPSS software:

1. Run test

2. Ks test

3. Independent t test

4. Correlation

5. Regression.

Run Test:

Objective: To find whether the sample data are random or not .

H0: Series is random

Ha: Series is not random.

Level of Significance: 5%

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Descriptive Statistics

N Mean

Std.

Deviation Minimum Maximum

Tangibility 40 4.1420 .31902 3.67 4.67

Responsiveness 40 3.999 .3529 3.3 4.3

Assurance 40 3.950 .2427 3.7 4.3

Empathy 40 3.966 .3178 3.3 4.3

Reliability 40 4.071 .2578 3.7 4.5

Runs Test

Tangibility

Responsivene

ss Assurance Empathy Reliability

Test Valuea 4.00 4.0 4.0 4.0 4.0

Cases < Test Value 6 12 14 10 5

Cases >= Test

Value34 28 26 30 35

Total Cases 40 40 40 40 40

Number of Runs 13 14 26 16 11

Z .838 -1.265 2.224 .000 .569

Asymp. Sig. (2-

tailed).402 .206 .026 1.000 .570

It can be inferred that samples are random for Tangibility, Responsiveness,

Empathy & Reliability and not random for Assurance.

Kolmogorav Smrinov Test:

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Objective: The Kolmogorov-Smirnov test was done to decide if a sample comes

from a population with a specific distribution. We have carried out the test to check

if the data collected is normally distributed,

Null Hypothesis: H0: the data is normally distributed

Alternate Hypothesis: Ha: the data is not normally distributed.

The distribution of the data is checked for the normality with level of significance α -

5%

Descriptive Statistics

N Mean

Std.

Deviation Minimum Maximum

Tangibility 40 4.1420 .31902 3.67 4.67

Responsiveness 40 3.999 .3529 3.3 4.3

Assurance 40 3.950 .2427 3.7 4.3

Empathy 40 3.966 .3178 3.3 4.3

Reliability 40 4.071 .2578 3.7 4.5

ServiceQuality 40 8.051 .4228 7.3 8.7

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One-Sample Kolmogorov-Smirnov Test

Tangibilit

y

Responsivene

ss

Assuranc

e

Empath

y

Reliabilit

y

Servic

e

Qualit

y

N 40 40 40 40 40 40

Normal Parametersa Mean 4.1420 3.999 3.951 3.966 4.071 8.051

Std.

Deviatio

n

.31902 .3529 .2427 .3178 .2578 .4228

Most Extreme

Differences

Absolute .272 .251 .231 .293 .384 .249

Positive .272 .174 .226 .182 .384 .249

Negativ

e-.178 -.251 -.231 -.293 -.266 -.177

Kolmogorov-Smirnov Z 1.720 1.588 1.460 1.852 2.428 1.577

Asymp. Sig. (2-tailed) .005 .013 .028 .002 .000 .014

It can be inferred from the table that the samples are normally distributed for

Assurance and not normally distributed for other parameters.

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Independent t test:

Objective: Independent t test is used to compare the mean of two independent

samples. In this case, the two independent samples are service quality values of

public and private sector banks. The SPSS output is as follows:

H0: Mean service quality of private sector banks is equal to the Mean service

quality of public sector banks

Ha: Mean service quality of private sector banks is more than the Mean service

quality of public sector banks

The distribution of the data is checked for the normality with level of significance α -

5%

Group Statistics

Type of

sector N Mean

Std.

Deviation

Std. Error

Mean

Service

Quality

Private 30 8.2443 .27875 .05089

Public 10 7.4700 .13703 .04333

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Group Statistics

Type of

sector N Mean

Std.

Deviation

Std. Error

Mean

Service

Quality

Private 30 8.2443 .27875 .05089

Levene's

Test for

Equality

of

Variance

s t-test for Equality of Means

F Sig. t df

Sig. (2-

tailed)

Mean

Differenc

e

Std. Error

Differenc

e

95%

Confidence

Interval of the

Difference

Lower Upper

Servic

e

Quality

Equal

variances

assumed

3.73

7

.061 8.399 38 .000 .77433 .09219 .58770 .96097

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Group Statistics

Type of

sector N Mean

Std.

Deviation

Std. Error

Mean

Service

Quality

Private 30 8.2443 .27875 .05089

Equal

variances

not

assumed

11.58

5

32.03

5.000 .77433 .06684 .63819 .91048

Independent Sample test table

It can be inferred from the table that mean service quality of private sector banks is

more than the mean service quality of public sector banks.

Hence alternate hypothesis is accepted.

Correlation:

Objective: The test is conducted to see the correlation of five parameters to the

service quality value and to find the most correlated parameters. The SPSS output is

as follows:

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Tangibilit

y

Responsiv

eness

Assuranc

e Empathy

Reliabilit

y

Service

Quality

Tangibility Pearson

Correlatio

n

1 .676** -.231 .442** .621** .759**

Sig. (2-

tailed).000 .151 .004 .000 .000

N 40 40 40 40 40 40

Responsiveness Pearson

Correlatio

n

.676** 1 -.229 .629** .433** .780**

Sig. (2-

tailed).000 .155 .000 .005 .000

N 40 40 40 40 40 40

Assurance Pearson

Correlatio

n

-.231 -.229 1 .198 .124 .173

Sig. (2-

tailed).151 .155 .221 .446 .285

N 40 40 40 40 40 40

Empathy Pearson

Correlatio

n

.442** .629** .198 1 .790** .882**

Sig. (2-

tailed).004 .000 .221 .000 .000

N 40 40 40 40 40 40

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Reliability Pearson

Correlatio

n

.621** .433** .124 .790** 1 .842**

Sig. (2-

tailed).000 .005 .446 .000 .000

N 40 40 40 40 40 40

ServiceQuality Pearson

Correlatio

n

.759** .780** .173 .882** .842** 1

Sig. (2-

tailed).000 .000 .285 .000 .000

N 40 40 40 40 40 40

**. Correlation is significant at the 0.01 level

(2- tailed).

It can be inferred from the table that empathy parameter is more correlated

and assurance parameter is least correlated to service quality.

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Regression:

Objective: Regression analysis is performed to model a relationship between two

parameters. The SPSS output for regression is as follows:

Model

Variables

Entered

Variables

Removed Method

1 Reliability,

Assurance,

Responsivene

ss,

Tangibility,

Empathya

. Enter

a. All requested variables entered.

b. Dependent Variable: ServiceQuality

Model Summaryb

Model R R Square

Adjusted R

Square

Std. Error of

the Estimate

Durbin-

Watson

1 1.000a 1.000 1.000 .0000 1.645

a. Predictors: (Constant), Reliability, Assurance, Responsiveness,

Tangibility, Empathy


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Model Summaryb

Model R R Square

Adjusted R

Square

Std. Error of

the Estimate

Durbin-

Watson

1 1.000a 1.000 1.000 .0000 1.645



ANOVAb

Model

Sum of

Squares df Mean Square F Sig.

1 Regression 6.973 5 1.395 . .000a

Residual .000 34 .000

Total 6.973 39

a. Predictors: (Constant), Reliability, Assurance, Responsiveness, Tangibility,

Empathy


Coefficientsa

Model

Unstandardized

Coefficients

Standardized

Coefficients

t Sig.B Std. Error Beta

1 (Constant) 1.577E-14 .000 . .

Tangibility .400 .000 .302 . .

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Model Summaryb

Model R R Square

Adjusted R

Square

Std. Error of

the Estimate

Durbin-

Watson

1 1.000a 1.000 1.000 .0000 1.645



Responsiveness .400 .000 .334 . .

Assurance .400 .000 .230 . .

Empathy .400 .000 .301 . .

Reliability .400 .000 .244 . .

a. Dependent Variable: ServiceQuality

Residuals Statisticsa

Minimum Maximum Mean

Std.

Deviation N

Predicted Value 7.336 8.732 8.051 .4228 40

Residual .0000 .0000 .0000 .0000 40

Std. Predicted

Value-1.692 1.610 .000 1.000 40

Std. Residual . . . . 0

a. Dependent Variable: ServiceQuality

In this case, service quality is the dependent variable and Reliability, Assurance,

Responsiveness, Tangibility, Empathy are independent variables. Regression is

modeled between these two variables.

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It can be inferred from the table that service quality of private sector banks is better

than the service quality of public sector banks.

Conclusion:

The measurement of service quality has become a significant marketing tool for the

banking sector as a whole which is trying to develop a competitive advantage by

learning about their customers perception towards the service quality attributes. As

a part of our research we collected data which were classified as five empirical

service quality measurement heads as defined by the servquel model. The results

showed that all the five attributes held a significant effect on the customer

satisfaction. Improvement in customer satisfaction would mean that it is gaining

competitive advantage. The research can be extended to a larger sample which

could yield different results. The research can be carried out at a more micro level

by comparing the customer satisfaction levels between the Public and private sector

banks in the country and trying to understand the factors which influence customer

perceptions towards banks.

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The study concludes that in view of the stiff competition in the global business

arena where businesses have to survive and grow on the basis of volumes, instead

of margins, service quality will constitute an essential plank of service marketing.

This implies that public sector banks will have to focus on the reduction of the gap

in customer expectations and perceptions about their service quality if they are to

compete in the global marketplace. To this end, public sector banks should

continually assess and re-assess how customers perceive their services to know

whether these banks meet or exceed or fall short of the expectations of their

customers. Such a customer services quality audit, though tedious, will help the

banks to pay attention to potential failure points and service recovery procedure,

which could be made integral to employees' training. In other words, it amounts to

empowering employees to exercise responsibility, judgment and creativity in

responding to customers' problems.

Bibliography

1. Bahia, K. &. (2000). A Reliable and Valid Measurement Scale for the Perceived Service Quality. International Journal of Bank Marketing, 18(2), 84-91.

2. Bonaccorsi, A. &. (1996). Customer service satisfaction in market and intra-company exchanges. Managing Service Quality, 2, 1-14.

3. D.W., F. &. (1991). An Evaluation of the SERVQUAL Scales in a Retailing Setting. Advances in Consumer Research, 18, 3-22.

4. Oliver, R. (1980). A cognitive model of the antecedents and consequences of satisfaction. Journal of Marketing, 17(10), 460–469.

5. Parasuraman, A. Z. (1985). A conceptual model of service quality. Journal of Marketing, 4(4), 41-50.

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6. Parasuraman, A., Zeithmal, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring. Journal of Retailing, 64, 12-40.

7. Raheem, A. (2005). Determinants of banking service quality. An Application of Factor Analysi, 17-20.

8. Ranganathan, C. a. (2002). Key dimensions of business-to-consumer websites. Information and Management, 39, 457–465.

9. Zhu, J.-S. a.-T. (2010). The antecedents and consequences of e-service quality for online. Social Behaviour and Personality, 38(8), 1009–1018.

10. http://www.pbr.co.in/Vol%205%20Iss%2012/11.pdf

11. http://www.iimidr.ac.in/iimi/images/IMJ/Volume1_Issue3/Service%20Quality%20Expectations%20and%20Perceptions%20of%20Public%20and%20Private%20Sector%20Banks%20in%20India.pdf

12. http://www.ijsrp.org/research-paper-1012/ijsrp-p1059.pdf

13. http://indianresearchjournals.com/pdf/IJSSIR/2013/August/9.pdf

14. http://en.wikipedia.org/wiki/SERVQUAL

15. http://www.idrbt.ac.in/publications/Frameworks/Social%20Media%20%20Framework%20(2013).pdf

16. http://iosrjournals.org/iosr-jbm/full-issue/vol1-issue5.pdf

17. http://www.arraydev.com/commerce/jibc/2012-12/sangeethav03.pdf

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http://www.pbr.co.in/Vol%205%20Iss%2012/11.pdf

http://www.arraydev.com/commerce/jibc/2012-12/sangeethav03.pdf

http://iosrjournals.org/iosr-jbm/full-issue/vol1-issue5.pdf

http://www.idrbt.ac.in/publications/Frameworks/Social%20Media%20%20Framework%20(2013).pdf

http://www.idrbt.ac.in/publications/Frameworks/Social%20Media%20%20Framework%20(2013).pdf

http://en.wikipedia.org/wiki/SERVQUAL

http://indianresearchjournals.com/pdf/IJSSIR/2013/August/9.pdf

http://www.ijsrp.org/research-paper-1012/ijsrp-p1059.pdf

http://www.iimidr.ac.in/iimi/images/IMJ/Volume1_Issue3/Service%20Quality%20Expectations%20and%20Perceptions%20of%20Public%20and%20Private%20Sector%20Banks%20in%20India.pdf



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