Title: Service quality in Indian and foreign banks: Indian customers' perceptions and gender differences

Authors: Arpita Khare

Addresses: LDC-ITS, Allahabad, India

Abstract: The deregulation and financial sector reforms in India have changed the nature of banking services. Indian customers| quality perceptions pre-liberalisation was primarily dependent on the services offered by public sector banks. The quality expectations of the Indian customers can help banks in planning their strategies. The SERVQUAL model was modified to understand the service quality perceptions with reference to Indian and foreign banks. The banks need to assess the needs of women in planning their strategies. The results show that customers| perceptions regarding Indian and foreign banks differ significantly. The two genders differ in their service quality assessment.

Keywords: India; banking; foreign banks; customer perceptions; gender differences; deregulation; financial sector; government reforms; pre-liberalisation; public sector; quality expectations; strategic planning; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; women; men; service quality assessment; business competition; business growth.

DOI: 10.1504/IJBCG.2011.038695

International Journal of Business Competition and Growth, 2011 Vol.1 No.4, pp.298 - 313

Available online: 22 Feb 2011 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article