2013 |
Volume 4 |
Issue Issue 2
Reliability Perception of Service Quality and Demographic Profile of Customers: A Study of State Bank of India
1.
P N.mishra
– International Institute Of Professional Studies, Devi Ahilya Vishwavidyalaya, Indore, India
2.
Pooja Jain
– International Institute Of Professional Studies, Devi Ahilya Vishwavidyalaya, Indore, India
Received
15-Oct-2013
|
Accepted
-
|
Published
15-Oct-2013
|
Abstract
Service quality up to a great extent depends upon
perception of customers. Customers make rational
decisions while selecting the banking service. The
banking firms are also aware of this fact that
customers are rational decision makers. This
becomes more significant for the nationalized banks
as these banks are facing intense competition from
private and foreign banks. It is very difficult to retain
the customers in a competitive environment. This study
explores the perception of customers of State Bank
of India. Analysis of perception of customers of
different demographic profiles can lead to new
insights for crafting innovative marketing strategies.
Keywords Service Quality, Perception, Demographic Profiles
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