A Study on Perception of Banking Customers towards Quality of Services in Tirunelveli District

G. Bright Jowerts, C. Eugine Franco


Service quality is a critical element for establishing, sustaining and satisfying relationship with customers. Customer service is the process of ensuring customer satisfaction with a product or service. Perception means the way in which something is regarded, understood, or interpreted. Banking company means any company which carries on the business or which transacts the business of banking in India. With the increasing consumer demands, banks have to constantly thing of innovative customized services to remain competitive. This study focuses customers’ perception towards quality of banking services in Tirunelveli district. This study is limited to Tirunelveli area only, Tamil Nadu. The objectives of this study are to find out the demographic profile of the respondents, to find out the awareness level of the respondents, to find out opinion of the respondents about quality of banking services and to offer the suggestions for the improvement of modern banking. Convenience sampling method have adopted for this study. The primary data were collected from questionnaire method. This study has the limitations like inadequacy of respondents and non-applicability to other than Tirunelveli city. From the analysis, it is found that majority of the respondents are male, majority of the respondents are opined that the online banking is good. It is suggested that people should be educated about the use of demat accounts, tax benefits too and awareness about cashless transaction should be gear up. Banking services are targeted from various corners by different types of competitors. Perception results in attitude. Attitude leads to behavior. If banks want of achieving maximum market share and profit retaining, customer and is necessary. 

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