B. John Wilson
Abstract : The Indian banking industry is going through turbulent times. A decade of economic and financial sector reforms has strengthened the fundamentals of the Indian economy and transformed the operating environment for banks and financial institutions in the country. The banking industry, being very competitive, not only focuses on providing wide product lines to create competitive advantages, but also emphasizes the importance of its services, particularly in maintaining service quality. This study is a descriptive one. It attempts to find out customer expectation in the banking sectors based on the service dimensions namely tangibility, reliability, responsiveness, assurance and empathy. This research on service quality is carried out for Pandyan Grama Bank.
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