APPRAISING THE SERVICE QUALITY IN PUBLIC AND PRIVATE SECTOR BANKS

The book focuses on the service quality appraisal of banks in Kerala from the shoes of Customers and Employees separately and synthesises the views. Being largest industry in the service sector banking Industry satisfies the needs of the people belonging to all sectors of the economy. Banks are subjected to intense competition and increased customer expectation. service quality appraisal is an attempt that seeks to improve quality and performance which will meet or exceed customer expectation. This can be achieved by integrating all quality related functions throughout the organization. TQM encourage every individual to participate, contribute and offers to present suggestions for improvement. It is the mechanism used by banks to maintain competitive advantage and organizational performance. Authors have attempted to book the service quality appraisal of Public and Private sector banks in Kerala. This book compares the customer and employee perspectives of different sectors of bank in a quality dimension. The primary data were collected by using two separate structured questionnaires one for customers and other for employees. The secondary data were collected from books, research articles, reports, periodicals and websites. The scope of the present book is limited to banks from Public sector, Old Private sector and New private sector bank. The selected banks are SBI and Canara from Public sector, Federal bank and South Indian bank from Old private sector and ICICI and HDFC from New private sector. The respondents of the book were selected on the basis of multistage random sampling. A sample with 650 customers and 380 employees from three sectors of bank were selected for the final book. In the book, all items were analysed using descriptive statistics. Various mathematical and statistical tools like percentage, ANOVA, Boneferroni adjusted pair wise comparison, Principal Component analysis etc. were used for the analysis of data. The primary data were analysed with respect to dominant variables in customer awareness, customer perceptions, services offered, elements of service quality appraisal, results of TQM initiatives, facilities provided and their importance in all selected banks both in customers and employees perspectives.  The book showed that banks are indifferent in transparency of services, employee trust and employee satisfaction among different sectors of banks. The book shows that service quality appraisal is more prevalent in New private sector banks rather than the other two sectors. The book is potentially capable of providing in puts to the practice of service quality appraisal to students, academia and Practitioners alike.