Abstract:
The position of financial organization would be increasingly decisive in the next decade in view of the frightening competition. With the increasing number of businesses and growing competitions today, each organization wants to be the customer’s first choice and try to satisfy them for getting loyalty for their future endurance in the market. However, it is open to ask whether the organizations are satisfying their customers through quality in their service and this is the crucial hitch for every organization in today’s context. In view of this, the author conducted an empirical study to investigate the role of service quality in customer perception. For this purpose, they have considered India’s Post Office Savings banking sector, a primeval fiscal sector and interviewed 106 customers through a self-administered questionnaire by convenience sampling method. Empirical results acquired through application of tools like Factor analysis, Weighing score method, and Chi-Square test and it revealed that all the SERVQUAL factors are resulted with negative value, which indicated that the sector still not meet the expectation of the customers along with the minimum gap in Competence dimension and huge service quality gap in Tangibility factor. In addition, there is no significant association found between the demographic variables taken up for consideration. Standard deviation scores also showed that there is moderate deviation existing between customer perception and expectation concerning service quality.
Machine summary:
, 5 (3), 189-206 Summer 2015 © IAU Impact of Service Quality on Customer Perception: An Empirical Study in India’s Post Office Savings Banking Sector Using SERVQUAL 1* S.
Empirical results acquired through application of tools like Factor analysis, Weighing score method, and Chi- Square test and it revealed that all the SERVQUAL factors are resulted with negative value, which indicated thatthe sector still not meet the expectation of the customers along with the minimum gap in Competence dimension and huge service quality gap in Tangibility factor.
This is the actual research gap identified and the basic proposition of this study is to identify the service quality gap if any among the dimensions of SERVQUAL in terms of customer perception in Post Office Savings bank sector through measuring service quality.
This paper also attempted to study the service quality perception in Post Office Savings Bank Sector along with one additional and foreseeable dimension "COMPETENCE" to analyze whether the considered sector are also providing services on par with other competitors through a well planned questionnaire having 27 items under six SERVQUAL dimensions.
Tangibility Customer Profiles Reliability Responsiveness Assurance Service Quality of Post Office Savings Bank sector Empathy Competence Figure 1: Conceptual framework diagram Research Objectives 1) To exhibit the profile of the Customers.
To accomplish the aforementioned research objectives, 27 service quality variables were included in the questionnaire and data collected personally by conducted survey with 106 customers in various post office savings bank branches of Salem District in Tamilnadu State.