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ZENITH International Journal of Business Economics & Management Research
Year : 2018, Volume : 8, Issue : 2
First page : ( 211) Last page : ( 218)
Online ISSN : 2249-8826.

Service quality of banking services at bank of Baroda-A study in Erode city

Dr. Vishnuvarthani S.

Assistant Professor, Vellalar College for Women (Autonomous), Erode-12

Online published on 13 February, 2018.


Bank plays an important role in the economic development of a country. It is a financial institution that accepts deposits and channels those deposits into lending activities either directly or through capital markets. Like many other financial service industries, banking industry is facing a rapidly changing market, new technologies, economic uncertainties, competition, more demanding customers and the changing climate which have presented an unprecedented set of challenges. Therefore, the customer is the focus and customer service is the differentiating factor. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. The present paper analyses the service quality of services at Bank of Baroda in Erode City. The Simple Random sampling technique has been adopted and a total of 260 respondents have been interviewed to know their level of satisfaction towards the services of the bank. The findings revealed that the majority of the respondents have medium level of satisfaction. The study concluded that the bank has to adopt various measures to fill the gap between the expectation and perception of the banking customers in the tech savvy era in order to increase its customer base and reap more profit.



Customer, Expectation, Perception, Satisfaction and Services.


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