A Comparative Analysis of Public & Private Sector Banks Using Ser...

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A Comparative Analysis of Public & Private Sector Banks Using Servqual Dimensions in Ahmedabad

By | April 2012
Page 1 of 93
Chapter 1
Research methodology

1.1 Scope of the study:

The study would try to throw some insights into the existing services provided by the banks and the gap between the customer expectations, perceptions and the actual state of performance. The results of the study would be able to recognize the lacunae in the system and thus provide key areas where improvement is required for better performance and success ratio.

1.2 Research Objectives:

(1) To find out the level of expectation and the level of perception of the customers from the services offered by the banks.

(2) To compare the level of perception and expectation of the services offered by the banks.

(3) To know which service quality dimension the bank is performing well and in which dimension it needs improvement.

(4) To know the preference towards the public sector and private sector banks.

3. Sampling Design:

➢ Targeted banks: ICICI,HDFC,SBI,BOB

➢ Sampling Frame: All the customers of four banks in Ahmedabad.

➢ Sampling Unit: Any customer of four banks in Ahmedabad.

➢ Sampling Area: Ahmedabad.

➢ Sampling Method: Non- Probability Convenience Sampling

➢ Sample Size: 200 Respondents

|Bank |Respondents | |ICICI |50 | |HDFC |50 | |SBI |50 | |BOB |50 |

1.4 Data Sources:

➢ Primary Data:

It is collected through structured questionnaire by conducting survey.

➢ Secondary Data:

Internet, journals, books, magazines, etc.....

1.5 Research Design:

Our research is Descriptive in nature as the banking industry is well-developed in India and lot of research has...

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