A Service Quality Assessment of banks with special reference to State Bank of India (SBI) and HDFC Bank

摘要

The service quality assessment of the banking sector has been an area of interest among many of the researchers worldwide. The present research aims to enrich the existing body of literature on the said subject.The research has used the SERQUAL model by Parsuraman et al. 1990. The findings have been made with respect two of the best banks in India—The State Bank of India(SBI) and the HDFC Bank. The findings of the study highlight the need and importance of focus on the elements of responsiveness and friendliness in the service delivery so that the customer is satisfied with the banking service. Key words: SERVQUAL, Service Quality, Banking Service