International Journal of Commerce and Management Research

Authors
K Valarmathi, Dr. M Ponnaiah

Abstract
Service Quality in banking sector is the most important criteria and asset for evaluating and satisfying customers and there by increases the customer loyalty and average retention rate of customers. Among the service quality determinants, reliability, assurance and empathy have always played a pivotal role. While in the demonetisation the banks play a major role to serve the customers through various modes of transactions. The Prior research suggests that customer perceptions and expectations are more likely to be different across service sectors. Hence, this paper examines the effect of service quality determinants on the degree of customer satisfaction in public and private banks in Coimbatore. By realizing the gap between the perceived and actual service quality, customer satisfaction can be extremely improved.