QUALITY OF CUSTOMER SERVICES IN

COMMERCIAL BANKS A STUDY WITH

REFERENCE TO SELECT BANKS IN
VIJAYAWADA CITY
Prepared by
N.Satyanarayana

Introduction
The main purpose of the present study is to
study the quality of customer services in
commercial banks in Vijayawada city and,
thereby to suggest suitable measures to
improve the quality of customer services in
both public sector and private sector banks.

Objectives
To analyze the services rendered by commercial
banks to its customers
To conduct comparative study of the quality of
services rendered selected banks in Public sector
versus private sector banks.
To assesses the level of customer Satisfaction
on the quality of services in select banks
To suggest measures to further improve the
quality of customer services

Scope and Nature of the Study

The study seeks to find answers to the two
:questions
Is there any significant difference between the
service of large and small banks?
Is there any significant difference between the
service of public and private sector banks?

Methodology of the study

Factor Analysis (Exploratory Factor Analysis and Confirmatory
Factor Analysis)

Cronbachs Alpha
Barttlets test
ANOVA
Chi-square test
Wilcoxon test
t test

Significance of the study

The study is of significance for it ascertains the level of
satisfaction of customers towards bank services.
This study with a large sample of 400 respondents provides
scope to find out how far the improvements in the practice have
effected an improvement in satisfaction of customers.
The study provides an opportunity to banks to objectively
chalk out a specific programme of implementation to satisfy
customers.

THANK
YOU