Banks are facing increased competition due to globalization, technological advancement and consumer awareness
about their rights.This phenomenon has put the banks to rethink and revise the service quality, especially in the
growth and development of service sector. Service quality is an important factor that affects organizational performance
and success.Ultimate survival of the bankin a competitive world depends on high quality service it offers to
its customers. This also increases customer satisfaction and loyalty and customer satisfaction can effects customer’s
future intentions to remain with the bank.Servicequality was also found to be the basic factor that affects customers’
satisfaction and customers are the most important stakeholders in any industry.Service Quality is a buzz word
to the banks to sustain in the competitive environment.Numerous studies were conducted word-wide to identify the
determinants of service quality and customersatisfaction by using different instruments likeSERVQUAL and modified
SERVQUAL. Few studies wereconducted in India to understand the gap between the customers’ and bankers’
perception towards service quality offered by Banks. The main purpose of the studywas to examine the customers’
and managers’perception towards service quality of Banks. Here SERVQUAL has been used with little modification
because to fit to the modern banking industry for which it is being used. Hence,the parameters used in this study for
customer survey are tangibility, assurance, reliability, responsiveness, empathy alongwith e- Banking.

1. Atkins, C. R., Dykes, P., Hagerty, J., &Hoye, J.
(2002); “How customer performance partnerships
can sharpen your competitive edge” The Journal for
Quality and Participation, 25(3), 22-25.
2. Beaujean, M.; Cremers, V.; Pereira, F. P. G. (2005);
“How Europe’s banks can profit from loyal
customers” https://www.mckinseyquarterly.com/
How_Europes_banks_can_profit_from_loyal_
customers_1703
3. Beaujean, M.; Davidson, J.; Madge, S. (2006); “The
Moment of Truth in Customer Service”, https://
www.mckinseyquarterly.com/The_moment_of_truth
_in_customer_service_1728
4. Bettencourt, Lance A., and Kevin G. (1996);
“Customisation of the Service Experience: The Role
60 Srusti Management Review, Vol -IX, Issue - I, January- June 2016
of the Frontline Employee”, International Journal of
Service Industry Management, 7 (2), 3 -20.
5. Bitner, MJ, Booms, BH &Tetreault, MS (1990); “The
service encounter: diagnosing favourable and
unfavourable incidents”, Journal of Marketing,
54(January), 71-84.
6. Buttle, F. (1996); “SERVQUAL: review, critique,
research agenda”, European Journal of Marketing,
30 (1), 8-32.
7. Chandon, Jean L., Pierre.Y Leo, and Jean P. (1997);
“Service Encounter Dimensions – A Dyadic
Perspective: Measuring the Dimensions of Service
Encounters as perceived by Customers and
Personnel”, International Journal of Service Industry
Management, 8 (1), 65-86.
8. Chiang, F.F.T., &Birtch, T. A. (2011); “Reward
climate and its impact on service quality orientation
and employee Attitudes”, International Journal of
Hospitality Management, 30, 3–9.
9. Coveney, M.; Ganster, D.; Hartlen, B.; King, D.
(2003); “The Strategy Gap: Leveraging Technology
to Execute Winning Strategies”, New York: John
Wiley & Sons, Inc. 232 p.
10. Cronin Jr, J & Taylor, S. A. (1994); “SERVPERF
versus SERVQUAL: reconciling performance”
Journal of Marketing, 40 (1)