A comparative study of service quality in selected public, private and foreign banks in Hyderabad city Pagaria Vaishali1, Prof. Prajapati B A2 1Research Scholar, Hemchandracharya North Gujarat University, Patan, Gujarat. 2Vice Chancellor, Hemchandracharya North Gujarat University, Patan, Gujarat. Online published on 4 October, 2017. Abstract Quality management has been practised in several sectors from manufacturing to services. But its’ importance in banking sector is in its initial stage and progress is little in country like India. By practicing quality management higher organisational performance is expected which leads to quality service delivery to achieve customer satisfaction. There is intense competition among Public sector, Private sector and Foreign banks in India. Therefore, customer satisfaction plays a major role not only to survive in the market but also to lead the market. In this research study, quality management in banking sector has been studied from customer's perspective i.e. Service Quality Management to understand the importance of service quality in satisfying the customer. A comparative analysis of three sets of banks has revealed that eight dimensions of service quality i.e. tangibles, reliability, responsiveness, assurance, empathy, service products, service delivery and social responsibility are important to measure customer satisfaction in Indian banking sector. Top Keywords Indian Banking Sector, Customer Satisfaction, Service Quality Management. Top |