Measurement of Services in Private Banks Using Servqual Model with Special Reference to Chennai City

Abstract

This research investigates the quality of services offered by selected private sector banks in Chennai City, utilizing the SERVQUAL model, which encompasses five key dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. In the face of growing competition and evolving customer expectations, banks such as Kotak Mahindra Bank, HDFC Bank, ICICI Bank, Axis Bank, and IndusInd Bank are under increasing pressure to deliver service excellence that meets customer demands. The study examines the gaps between what customers expect and what they perceive, while identifying the underlying factors responsible for these gaps. newlineEmploying various statistical methods including Structural Equation Modeling (SEM), ANOVA, Chi-Square, Multiple Regression, F-Test, Independent and Paired T-Tests, One-Sample Test, and Pearson s Correlation the study evaluates customer satisfaction, awareness, and usage of banking services. It also assesses the effects of service quality discrepancies on customer perceptions. Results reveal notable service quality gaps across all SERVQUAL dimensions, particularly in tangibility, reliability, empathy, assurance, and responsiveness newline