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Influences of Service Quality on Customer Satisfaction of Nationalised Banks in Rural Areas

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Influences of Service Quality on Customer Satisfaction of Nationalised Banks in Rural Areas


M. Priyanghaa | S. Suganya



M. Priyanghaa | S. Suganya "Influences of Service Quality on Customer Satisfaction of Nationalised Banks in Rural Areas" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5, August 2019, pp.1019-1022, URL: https://www.ijtsrd.com/papers/ijtsrd26587.pdf

In a developing country like India there is a need for exercising strict control over the quality of service provided by banks. If banks are under the control of the Govt., it becomes easy for the Central Bank to bring about co-ordinated service quality control. The necessity is important for nationalized banks. This paper investigates the influence of service quality on customer satisfaction in Nationalised banks. This study conducted in rural areas and 245 samples were used to analyze the data. Descriptive, multiple regression and correlation statistical tool applied to know most predict variable and relationship between variables in service quality determinants. It is found that responsiveness and reliability are the most predictable variables on customer’s satisfaction and tangibility and assurance highly influence customer satisfaction among other service quality variables.

Service quality, Customer satisfaction, Nationalised Banks


IJTSRD26587
Volume-3 | Issue-5, August 2019
1019-1022
IJTSRD | www.ijtsrd.com | E-ISSN 2456-6470
Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/by/4.0)

International Journal of Trend in Scientific Research and Development - IJTSRD having online ISSN 2456-6470. IJTSRD is a leading Open Access, Peer-Reviewed International Journal which provides rapid publication of your research articles and aims to promote the theory and practice along with knowledge sharing between researchers, developers, engineers, students, and practitioners working in and around the world in many areas like Sciences, Technology, Innovation, Engineering, Agriculture, Management and many more and it is recommended by all Universities, review articles and short communications in all subjects. IJTSRD running an International Journal who are proving quality publication of peer reviewed and refereed international journals from diverse fields that emphasizes new research, development and their applications. IJTSRD provides an online access to exchange your research work, technical notes & surveying results among professionals throughout the world in e-journals. IJTSRD is a fastest growing and dynamic professional organization. The aim of this organization is to provide access not only to world class research resources, but through its professionals aim to bring in a significant transformation in the real of open access journals and online publishing.

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