ISSN (Online) : 2456 - 0774

Email : ijasret@gmail.com

ISSN (Online) 2456 - 0774


AN EVALUATION OF SERVICE QUALITY PROVIDED BY KERALA GRAMIN BANK

Abstract

Abstract: - In the service industry, descriptions of service quality tend to focus on meeting customers’ requirements, and needs and how well the service delivered meets their expectations. Customer satisfaction has become an essential buzzword for any organization, whether in the public or private sectors. The Regional Rural Banks have been instrumental in serving the customer for a reasonably long time. However, they have still been trying to formulate how they could serve the customer better. The present study attempted to evaluate the level of service quality offered by the Kerala Gramin Bank, the only RRB in Kerala. The study covered 120 retail customers of the bank in the Thrissur district. The five magnitudes of the SERVQUAL model include tangibility, reliability, responsiveness, assurance and empathy used to evaluate the service quality. The customers feel a moderate level of quality on all the services of the bank.Keywords: Service quality, customer satisfaction, Regional Rural Banks, SERVQUAL and retail customers.

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