Servicequalityof Canara Bank

7/27/2019 Servicequalityof Canara Bank

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INDE X

CON TEN TS P AG E N O.

1. INTRODUCTION

2. COMPANY PROFILE

3. SERVICE QUALITY IN BANKS

4. RESEARCH OBJECTIVE

5. RESEARCH METHODOLOGY

6. DATA ANALYSIS

7. FINDINGS OF THE REPORT

8. CONCLUSION

9. RECOMMENDATIONS

10.BIBLIOGRAPHY

11.ANNEXURE:QUESTIONNAIRE


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RE S EARC H O BJECTIVE

AND

RE S EARC H M ET HODO L OGY


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R ES E ARC H OB JE CT IVE

The objective of the study is as follows:

To examine the essential dimensions of service quality and its effect on customers

Satisfaction.

To find out the level of perception of the customers from the service qua lity offered

by the banks.

To know which service quality dimension of the bank is performing well.

To identify which dimension of service quality needs improvement so that the quality

of service of banks is enhanced

IMP ORT ANC E AN D SC OP E OF T HE ST UD Y

The study would try to throw some insights into the existing services provided by the banks,

perceptions and the actual service quality of the bank. 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. In the days of intense competition,

superior service is the only differentiator left before the banks to attract, retain and partner

with the customers. Superior service quality enables a firm to differentiate itself from its

competition, gain a sustainable competitive advantage, and enhance efficiency.


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S CO PE O F ST UD Y

The scope of this research is to identify the service quality of bank. This research is based on

primary data and secondary data. This study only focuses on the dimensions of servicequality. It aims to understand the skill of the company in the area of service quality that are

performing well and shows those areas which require improvement. The study was done

taking branche of CANARA bank into consideration. The survey was restricted to the

bank customers in Hyderabad only.


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R ES E ARC H M ET HO DO LOG Y

D AT A SOUR CE

P ri ma ry D ata:

The primary data was collected by means of a survey. Questionnaires were prepared and

customers of the banks at branche were approached to fill up the questionnaires. The

questionnaire contains 20 questions which reflect on the type and quality of services provided

by the banks to the customers. The response o f the customer and they are recorded on a

grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each

question. The filled up information was later analyzed to obtain the required interpretation

and the findings.

S e conda ry D ata:

In order to have a proper understanding of the service quality of bank a depth study was

done from the various sources such as books, a lot of data is also collected from the official

websites of the banks and the articles from various search engines like Google, yahoo

search and answers.com.

R ES E ARC H DE S IGN

The research design is exploratory till identification of service quality parameters. Later it

becomes descrip tive when it comes to eva luating customer perception of service qua lity of

the banks.


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Descriptive research, also known as s t a t is t ic a l research, describes data and

characteristics about the po p u la t io n orphenomenon being studied. Descr iptive research

answers the questions who, what, where, when and how.

Although the data description is factual, accurate and systematic, the research cannot describe

what caused a situation. Thus, descr iptive research cannot be used to create a ca u s a l

r e la t io n s h ip , where one variable affects another. In other words, descriptive research can be

said to have a low requirement forin te r n a l v a li d it y .

The description is used forf r e q u e n c ie s , a v e r a g e s and other statistical calculations. O ften the

best approach, prior to writing descript ive research, is to conduct a survey investigation. Q

u a lit a t iv e r e s ea r c h often has the aim of description and researchers may follow-up with

examinations of why the observations exist and what the implications of the findings are.

R ES E ARC H S AMP LE

S AMPL IN G P LAN :

Since it is not possible to study whole universe, it becomes necessary to take sample from

the universe to know about its characteristics.

Sampling Units: Customers of CANARA BANK

Sample Technique: Random Sampling.

Research Instrument: S structured Q questionnaire.

Contact Method: Personal Interview.
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S AMPL E S I ZE :

The work is a case of CANARA BANK, one of the largest bank of Indian banking industry

together representing over 25 per cent of the market share of Indian banking space. The

survey was conducted in the city of Delhi with two branches of canara Bank, with 50

customers

as r e s p o n d e n t.

D AT A C O LLECT ION T OO L

Data was collected through a structured questionnaire. Likert scale technique is used. The

format of a typical five- level Likert item is:

1. Strongly disagree

2. Disagree

3. Neither agree nor d isagree

4. Agree

5. Strongly agree

Likert scaling is a bipolar s c a li ng m e t h o d , measuring either positive or negative response to a

statement. The questionnaire consists of two parts. The first part consists of three questions

concerning the demographic information of the respondent such as the name, age,

educational qualifications and income. The second part consisting of 18 questions exploring

the respondents perception about the service quality of bank. For evaluation of service

quality of canara bank
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service quality dimension of reliability, assurance, tangibility, empathy and

responsiveness is used in order to evaluate the actual service qua lity of canara bank.

R ES E ARC H LIMIT AT IO NS

The study is only for the canara Bankco nfined to a particular location and a very small

sample of respondents. Hence the findings cannot be treated as representative of the entire

banking industry.

The study can also not be g e n e r a li ze d for public and private sector banks of thecountry.

Respondents may give biased answers for the required data. Some of the respondentsdid

not like to respond.

Respondents tried to escape some statements by simply answering neither agree nor

disagree to most of the statements. This was one of the most important limitation faced, as it

was difficult to analyse and come at a right conclusion.

In our study we have included 50 customers of bank because of time limit.
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DATA ANALYSIS


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Ques. Age

AGE CATEGOR Y FREQUENCY PER CENTAGE CUMULATIVE

PER CENTAGE

18-23 Years 10 20 20

24-29 Years 17 34 54

30-35 Years 15 30 84

35 Years and above 8 16 100

TOTAL 50 100

Age

18-23 Years 24-29 Years 30-35 Years 35 Years and above

16% 20%

30%

34%

INTERPR ETATION

From the table and graph above it can be seen that

20% respondents age are 18 to 23 years.



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16% respondents age are 35 to above years.

Ques. Educational qualifications

CATEGOR Y FREQUENCY PER CENTAGE CUMULATIVE

PER CENTAGE

UNDER GRADUATE 13 26 26

GRADUATE 20 40 66

POS T GRAD UATE 17 34 100

TOTAL 50 100

Educational qualifications

34%

40

%

26

%

UNDER

GRADUATE

GRADUATE

POST GRADUATE

INTERPR ETATION

From the table and graph above it can be seen that

26% respondents are Under graduate.


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40% respondents are Graduate.

34% respondents are Post graduate.

T AN G IB ILIT Y D IME NS ION O F SER VIC E Q UALIT Y (Q ue s tio ns 1 to 4):

P hys ica l fac ilit ies, eq uip me nts a nd app eara nce o f perso nne l

Ques.1 CANARA bank has modern looking equipment.

SCALE FREQUENCY PER CENTAGE CUMULATIVE

PER CENTAGE

STRONGLY DISAGREE 5 10 10

DISAGREE 25 50 60

UNCER TAIN 16 32 92

AGREE 4 8 100

TOTAL 50 100

CANARA bank has modern looking equipments

32%

8%

10%

50

%

STRONGLY

DISAGREE

DISAGREE

UNCERTA

IN AGREE


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INTERPR ETATION

CANARA bank has modern- looking and hi- tech equipments. Here analysis show that

most of the respondents disagreed with this statement. Among the total respondents 50%

disagreed, 32% were neutral and 8% agreed. After analysis I found tha t majority of the

respondents think that CANARA Bank do not have modern looking equipments or no hi-

tech equipments.

Ques.2 The bank's physical features are visually appealing.


PER CENTAGE

DISAGREE 4 8 8

UNCER TAIN 29 58 66

AGREE 17 34 100

TOTAL 50 100

Bank's physical features are visually appealing

30 29

25

20 17

15

104

5

0

DISAGREE UNCERTAIN AGREE


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INTERPR ETATION

CANARA banks physical facilities are visually appealing. F rom this statement I found that

17 persons agreed. 29 persons were uncertain and 4 persons disagreed. This means 58%

people were uncertain about this statement. Out of the total respondents only 4% disagreed

and no one strongly agreed or disagreed with the statement. 17% people agreed that

CANARA banks physical facilities are visually appealing.

Ques.3 The bank's reception desk emp loyees are neat appearing.


PER CENTAGE

DISAGREE 5 10 10

UNCER TAIN 21 42 52

AGREE 18 36 88

STRONGLY AGREE 6 12 100

TOTAL 50 100


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The bank's reception desk employees are neat appearing

STRONGLY 6

AGREE

AGREE18

UNCERTAIN21

DISAGREE5

0 5 10 15 20 25

INTERPR ETATION

Canara banks employees appear neat. Here analysis shows that majority were neutral.

Among the total respondent 21 respondents were neutral, 18 people agreed and 6

respondents strongly agreed. The rest disagreed. From analysis I found that some

respondents agreed with this statement but most of the respondents think the employees of

the Canara bank appear neat.

Ques.4 Materials associated with the service (such as pamphlets or statements) are

visually


PER CENTAGE

DISAGREE 7 14 14

UNCER TAIN 22 44 58


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Materials associated with the services arevisually appealling at the

ban

k

50%

14

%

44

%36%

0%

DISAGREE

UNCERTA

IN AGRE

E

6%

STRONG

LY

AGREE

INTERPR ETATION

Materials associated with the service are visually appealing atcanara bank. Here 36 %

respondents agreed with this statement and 6% strongly agreed with this statement. 44% were

neutral that is most and 14% disagreed. There was no respondent who strongly disagreed.

Hence, in general it can be concluded that materials associated with the services such as

pamphlets or statements are visua lly appealing.


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RE LIAB ILIT Y D IME NS ION O F SER VIC E Q UALIT Y (Q ue s tio ns 5 to 8):

Ab ilit y to per for m t he pro mis ed ser vice depe ndab ly a nd acc ura te ly

Ques.5 When the bank promises to do something by a certain time, it does so.


PER CENTAGE


DISAGREE 26 52 56

UNCER TAIN 5 10 66

AGREE 14 28 94


TOTAL 50 100

When bank promises to do something by certain time, itdoes so

STRONGLY AGREE 3

AGREE 14

UNCERTAIN 5

DISAGREE 26

STRONGLY DISAGREE 2

0 5 10 15 20 25 30


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INTERPR ETATION

My sample size was 50. Here analysis shows that among the total respondents 26 respondents

disagreed and 14 respondents agreed with this question. Also I found that 5 people were

neutral and 2 people strongly disagreed. Hence I concluded that majority of them disagreed

that the bank when promises to do something by certain time, it does so.

Ques. 6 When you have a problem, the bank shows a sincere interest in solving it


PER CENTAGE

DISAGREE 3 6 6

UNCER TAIN 14 28 34

AGREE 26 52 86


TOTAL 50 100

When you have a problem, bank showssincere interest in

solving it

30

20

26

1014

37

0

DISAGREE UNCERTAIN AGREE

STRON

GLY

AGREE


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INTERPR ETATION

When you have a problem, canara bank shows sincere interest in solving it. After analysing

this statement I found that most of the respondents agreed i.e. 52% respondents agreed. Also

I found that 28% were neutral with this statement and 6% were committed with disagree.

There was no one who strongly disagreed. Hence canara bank can be said to be reliable.

Ques.7 The bank performs the service right the first time.


PER CENTAGE


DISAGREE 8 16 20

UNCER TAIN 17 34 54

AGREE 17 34 88


TOTAL 50 100


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Bank performs the service right the first time

17 17

86

2

STRONG

LY

DISAGR

EE

DISAGREE UNCERTAIN AGREE STRONGLY

AGREE

INTERPR ETATION

Total sample size was 50. Here analysis shows that among the total respondents 17 people

agreed with this statement. They think that canara bank performs the services right the firsttime.

6 people strongly agreed with this statement. Also 17 people were neutral and the rest of

the respondents disagreed and strongly disagreed.

Ques.8 The bank insists on error free records.


PER CENTAGE

DISAGREE 5 10 10

UNCER TAIN 10 20 30

AGREE 23 46 76


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TOTAL 50 100

STRONGLY

AGREE

24%

DISAGR

EE

10

%

UNCERTA

IN

20%

AGRE

E

46

%

Bank insist in error free records

INTERPR ETATION

Bank insists on error free records. canara bank has proved from my analysis that it surely

insist on error free records as 46% respondents agreed with this statement and 24% strongly

agreed. Only 10% respondents disagreed and no one strongly disagreed.


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R ES PO NS IVE NE SS D IM ENS IO N OF S ER VIC E Q UALIT Y (Q ue s tio n 9 to

12 ):

W illingness to he lp c usto mers a nd pro vide p ro mp t ser vices

Ques. 9 Employees in the bank tell you exactly when the services will be performed .


PER CENTAGE


DISAGREE 8 16 28

UNCER TAIN 13 26 54

AGREE 18 36 90


TOTAL 50 100

Employees tell you exactly when the service will beperformed

STRONGLY AGREE 5

AGREE 18

UNCERTAIN 13

DISAGREE 8

STRONGLY DISAGREE 6


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INTERPR ETATION

Employees in the bank tell you exactly when the services will be performed. Majority of the

respondents agreed with this statement. 26% respondents were uncertain. At the same time

16% disagreed and 12% Strongly disagreed with this statement.

Ques. 10 Emp loyees in the bank give you prompt service.


PER CENTAGE

DISAGREE 5 10 10

UNCER TAIN 16 32 42

AGREE 27 54 96


TOTAL 50 100

Employees in the bank give you prompt services

3027

2016

10 5

0

DISAGREE

UNCERTA

IN AGRE

E

2

STRONGLY

AGREE


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INTERPR ETATION

Most of the respondents agreed with this statement. According to my analysis, employees in

canara Bank give prompt service. Among the total respondents agreed respondents were 27

and strongly agreed were 2. 16 people were neutral and 5 disagreed. There was no

respondent who strongly disagreed with this statement.

Ques.11 Employees in the bank are always willing to help you.


PER CENTAGE

UNCER TAIN 12 24 24

AGREE 29 58 82


TOTAL 50 100

Employees in bank are willing to help you

29

12

9

UNCERTAIN AGREE STRONGLY AGREE


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INTERPR

ETATION

Employees in canara bank are willing to help you. With this statement no one disagreed

or strongly disagreed. Strongly agreed were 9 people i.e. 18% respondents stronglyagreed, 29 people agreed i.e. 58% respondents agreed and 24% respondents were

neutral.

Ques.12 Employees in the ba nk are never too busy to respond to yourrequest.


PER CENTAGE

DISAGREE 1 2 2

UNCER TAIN 11 22 24

AGREE 27 54 78


TOTAL 50 100

Employees at bank are never too busy torespond to your

request

STRONGLY AGREE11

AGREE27

UNCERTAIN11

DISAGREE1


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0 5 10 15 20 25 30


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INTERPR ETATION

Employees in canara Bank ltd are never too busy to respond to your request. After analyzing

this statement I found that most of the respondents agreed with this statement. Among the

total respondents 22% strongly agreed and 54% agreed. 11 respondents were neutral and 1

respondent disagreed. No one strongly disagreed.

ASS UR AN CE D IM EN S IO N OF S ER VIC E Q UALIT Y (Q ue s tio n13 to 1 6 ):

K now led ge a nd co ur tes y o f e mp lo yees a nd t he ir ab il it y to insp ire tr us t a nd co nfide nce

Ques.13 The employees of the bank are trustworthy.


PER CENTAGE

DISAGREE 4 8 8

UNCER TAIN 13 26 34

AGREE 28 56 90


TOTAL 50 100


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Employees of the bank are trustworthy

28

30

25

20 13

15

10 45

5

0

DISAGREE UNCERTAIN AGREE STRONGLY AGREE

INTERPR ETATION

The employees of the bank are trustworthy. According to my findings, 54% respondents

agreed that employees at canara bank are trustworthy. 13% respondents were neutral and 4%

respondents disagreed with this statement.

Ques.14 The behavior of employees in the bank instills confidence in you.


PER CENTAGE

DISAGREE 28 56 56

UNCER TAIN 4 8 64

AGREE 13 26 90


TOTAL 50 100


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Behavior of employees in the bank instills confidencein you

2830

20

1310

4

0 5

DISAGREE

UNCERTA

IN AGRE

E STRONGLY AGREE

INTERPR ETATION

The behavior of employees in canara bank instills confidence in you. Here analysis shows

that most of the people disagreed. Among the total respondents 28 respondents disagreed, 13

agreed and 5 strongly agreed. There was no respondent who strongly disagreed. This means

56% respondent disagreed with this statement.

Ques.15 You feel safe in your transactions with the bank.

UNCER TAIN 16 32 42

AGREE 23 46 88


TOTAL 50 100


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You feel safe in your transactions with the bank


12% 10%

32%

46%

INTERPR ETATION

With this statement most of the respondents agreed. Among the total respondents 23 agreed

with this statement and 6 strongly agreed. 32% respondents were neutral and 10%

respondents disagreed. But there no one who strongly disagreed.

Ques.16 Employees in the bank have the knowledge to answer your questions.


PER CENTAGE

DISAGREE 2 4 4

UNCER TAIN 9 18 22

AGREE 26 52 74


TOTAL 50 100


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Employees in the bank have knowledgeto answer your

questions

STRONGLY AGREE13

AGREE26

UNCERTAIN9

DISAGREE2

INTERPR ETATION

From my analysis I found that 54% respondents agreed that employees of HDFC bank

have complete knowledge to answer their questions. 26% respondents strongly agreed tothis statement and only 4% disagreed. 18% neither agreed nor disagreed.


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E MP AT HY D IM EN S ION O F SER VICE Q UALIT Y (Q ue s tio n17 to 20 ):

C ar ing a nd ind ivid ua lized a tte nt io n t hat fir m pro vides to it s c usto me rs

Ques.17 The bank gives you individual attention.


PER CENTAGE

DISAGREE 26 52 52

UNCER TAIN 12 24 76

AGREE 10 20 96


TOTAL 50 100

Bank gives you individual attention26

12

10

DISAGR

EE UNCERTA

IN AGRE

E

2

STRONGLY AGREE


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INTERPR ETATION

canara bank is not able to give individual attention to its customers as out of the total

respondents 54% disagreed with this statement. 12% of the respondents were neutral and

only

12% agreed and 2% strongly agreed. From this finding it can be concluded that it is unable to

give individual attention to its customers.

Ques.18 The bank has operating hours convenient to all its customers.


PER CENTAGE

DISAGREE 2 4 4

UNCER TAIN 14 28 32

AGREE 27 54 86


TOTAL 50 100

Bank has operating hours convenient to all itscustomers

STRONGLY AGREE 7

AGREE27

UNCERTAIN14

DISAGREE2

0 5 10 15 20 25 30


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INTERPR ETATION

canara bank has operating hours convenient to all its customers. Out of 50 respondents, 27

respondents agreed with this statement and only 2 respondents disagreed. Also 7

respondents strongly agreed that the bank has operating hours convenient to its customers.

Ques.19 The bank has your interests best at heart.


PER CENTAGE


DISAGREE 5 10 16

UNCER TAIN 10 20 36

AGREE 25 50 86


TOTAL 50 100

30

25

20

103 5

10

07

STRONG

LY

DISAGREEDISAGREE

UNCERTAIN

AGRE

E STRONG

LY

AGRE

E

Bank has your interests best at heart


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INTERPR ETATION

canara bank has your best interests at heart. Here analysis shows that 25 respondents agreedand

7 respondents strongly agreed with this statement. 20% were neutral and the rest disagreedand strongly disagreed.

Ques.20 The employees of the bank understand your specific needs.


PER CENTAGE

DISAGREE 5 10 10

UNCER TAIN 21 42 52

AGREE 20 40 92


TOTAL 50 100

Employees of the bank understand your specificneeds

2120

54



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INTERPR EATION

Employees of canara bank understand specific needs. With this statement most of the

respondents were neutral. Among the total respondents 20 respondents agreed and 4

respondents strongly agreed. 5 respondents disagreed with this statement.


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M E AS UR ING S ER VIC E Q UALIT Y D IM E NS ION S

Measuring the quality of a service can be a very difficult exercise. Unlike product where

there are specific specifications such as length, depth, width, weight, colour etc. a servicecan have numerous intangible or qualitative specifications.

Parasuraman, Zeithaml, and Berry (1985) provide a list of determinants of service quality:

access, communication, competence, courtesy, credibility, reliability, responsiveness,

security, understanding, and tangibles. A total of five consolidated dimensions of service

quality are:

Tangibles (ques.1 to 4) - Physical facilities, equipments and appearance of personnel

Reliability (ques.5 to 8) - Ability to perform the promised service dependably and

accurately Responsiveness (ques.9 to 12) Willingness to help customers and provide

prompt services

Assurance (ques.13 to 16) (including competence, courtesy, credibility and

security) Knowledge and courtesy of employees and their ability to inspire trust

and confidence

Empathy (ques.17 to 20) (including access, communication and understanding the

customer) Caring and individualized attention that firm provides to its customer.

In order to calculate which dimension of service qua lity is performing well, a sample of the

questions are used in the questionnaire. Using the questionnaire, obtain the score for each of

the

20 statements. After analysis of the data, O verall score to each statement is given on a scale

of 1 to 5 i.e. 1 is give n to strongly disagreed i.e. the lowest score, then 2= disagreed, 3=

uncertain, 4= agreed and 5= strongly agreed.


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Sum the score for each dimension of service quality to obtain a final score which tells which


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dimension is performing well and which dimension needs

improvement. The scores are shown in the following table:

Statement Score

1. canara bank has modern looking equipment. 2

2. The banks physical features are visually appealing. 3

3. The banks reception desk employees are neat appearing. 3

4. Materials associated with the service (such as pamphlets or statements) are

visually appealing at the bank.

3

5. When the bank promises to do something by a certain time, it does so. 2

6. When you have a problem, the bank shows a sincere interest in solving it. 4

7. The bank performs the service right the first time. 3.5

8. The bank insists on error free records. 4

9. Employees in the bank tell you exactly when the services will be performed. 4

10. Employees in the bank give you prompt service. 4

11. Employees in the bank are always willing to help you. 4

12. Employees in the bank are never too busy to respond to your request. 4

13. The employees of the bank are trustworthy. 4

14. The behavior of employees in the bank instills confidence in you. 2

15. You feel safe in your transactions with the bank. 4

16. Employees in the bank have the knowledge to answer your questions. 4

17. The bank gives you individual attention. 2

18. The bank has operating hours convenient to all its customers. 4


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Statement Score

19. The bank has your best interests at heart. 4

20. The employees of the bank understand your specific needs. 3

The scores for each dimension are summed up and a final score is obtained:

SERVICE QUALITY DIMENSION Points

1. TANGIBILITY (1 TO 4) 11

2. RELIABILITY (5 TO 8) 13.5

3. RESPONSIVENESS (9 TO 12) 16

4. ASSURANCE (13 TO 16) 14

5. EMPATHY (17 TO 20) 13

SERVICE QUALITY OF CANARABANK

18

16

1614

12

1011

8

6

4

2

0

13.514

13

TANGIBILITY RELIABILITY RESPONSIVENESS ASSURANCEEMPATHY


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F IND IN GS OF T HE REP OR T

The Reliability dimension of service quality is better as compared to empathy and

tangibility. Still the score is low. For most services, customer

s perceptions of whether the

service has been performed correctly, and not provider-established criteria, are the major

determinants of reliability. C ustomers of the bank hesitate to rely on the bank. Whenever

they have a problem, the bank shows sincere interest in solving it but the services are not

performed by a certain time as promised. The employees should take this proble m seriously

and take steps to remove this.

As score forAssurance is at second place after responsiveness, so the customers

of HDFC bank are very confident and feel safe while transacting with the bank. Moreover

the employees of the bank have proved to be trustworthy. Employees are also educated

enough to answer all the questions.

The score ofTangibility dimension of service quality of canara bank is the lowest.

The service quality factor tangible is defined by whether the physical facilities and materials

associated with the service are visually appealing at the bank. These are all factors that

customers notice before or upon entering the bank. C ustomer expectations regarding visual

appealing of canara is very high. F rom my study I found that P hysical facilities and modern

looking

equipment are not sufficient in canara bank. Respondents were uncertain about the neat

appearance of the reception desk employees. So they should work on that and try to fulfill

the gap.

According to my findings, the score ofEmpathy is not satisfactory but notunsatisfactory

also. canara bank is unable to give individual attention to its customers and is unable to


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understand specific needs of its customers. But still bank has taken steps to satisfy its

customers by keeping operating hours convenient to its customers and keeping their interest

best at heart.

In canara bank, the score ofResponsiveness is highest so they are focusing on prompt

service, employees are willing to help the customers and say the exact time when the services

will be performed. Employees at bank give their customers first preference and are always

ready to help them. O verall canara banks responsiveness dimension of service quality is the

highest.

According to the customer perception, canara bank is highly responsive. Customers

are assured while transacting with the bank. The reliability dimension is lower than the first to

dimension. They feel that the bank is unable to give them individual attention and its

equipments are not modern and sufficient for the bank.

There is not much gap between all the dimensions, this shows that CANARA BANK

is a better service provider in all the dimensions i.e. re liability, assurance, tangibility,

responsiveness and empathy. As a result of which, the customers are satisfied with the

service offered by canara bank.


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C O NC LUS IO N

Based on the study conducted it can be concluded that responsiveness, assurance and

reliability are the critical dimensions of service quality of canara bank and they are directlyrelated to overall service quality. The factors that may delight customers tend to be

concerned more with the intangible nature of the service, commitment, attentiveness,

friendliness, care, and courtesy.

The employees give prompt services, always are ready to answer the questions and are

trustworthy. The main sources of dissatisfaction appear to be cleanliness, up to date

technology modern equipments, and neatly dressed up employees. The Tangibility

dimension of service quality of canara bank is highly disappointing and serious steps are

needed to be taken to enhance this dimensio n. C ustomers of the bank are dissatisfied with

the empathy dimension. To satisfy these customers, the management can take some

attempts, noted earlier as recommendations.

The study brings about the areas which require urgent attention of the employees, the

management, and the policy makers of the industry. These are areas in which customers are

hugelyd is s a t is f ie d with the services of the banks against their expectation. This high

degree of dissatisfaction resulting from the services received clearly questions the design of

services or subsequent response of the bank employees. These limitations are too serious to

be avoided as these question the front- line people dealing with the customers and the

approach of the management in taking customers seriously.

The management should understand the benefits of service quality. It include increased

customer satisfaction, improved customer retention, positive word of mo uth, reduced staff

turnover, decreased op e r a t ing c o s t s , enlarged market share, increased profitability, and

improved financial
http://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/operating+costshttp://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/operating+costs


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performance. In the days of intense competition, super ior service is the only differentiator

left before the banks to attract, retain and partner with the customers. S uperior service

quality enables a firm to differentiate itself from its competition, gain a sustainable

competitive advantage, and enhance efficiency. Thus, improving service quality leads to

the customer satisfaction and, ultimately, to customer loyalty.


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equipments, new improved technology should be replaced with the old ones. If the s taff

inside is pleasant and well- informed, in an aesthetically pleasing environment, then customer

satisfaction will be high.

The five-dimensional structure could possibly serve as a meaningful framework for

tracking a banks service quality performance over time and comparing it against the

performance of competitors. Items on some dimensions should be expanded if that is

necessary for reliability.

Thus, the banking industries must continuously measure and improve these dimensions

in order to gain customers

loyalty.


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B IB LIO GR AP HY

Re fe re nces

Kotler P hilip, marketing management, (Pearson education, 12th edition)

Malhotra K. Naresh, marketing research (An applied orientation), Research

design, (Prentice hall of India pvt. 5th edition)

Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing Integrated

customer Focus across the F irm (4th Edition)

M.K. Rampal : Service Marketing

Webs ite s

w w w . g o o g le .c o m

w w w .

h d f c b a n k.c o mw w w .

h d f c in d ia .c o m

w w w .w ik ip e d ia .o r g

w w w . m a r k e tr e s ea r c h . c o m
http://www.google.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.wikipedia.org/http://www.marketresearch.com/http://www.google.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.wikipedia.org/http://www.wikipedia.org/http://www.marketresearch.com/


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ANN E XUR E

Q UE ST IO NN AIR E

Respected S ir/Madam

I am student of SIVA SIVANI INSTITUTE OF MANAGEMEN T, conducting a survey on

S ERVIC E QUALITY OF CANARA BANK . The following statements relate to your

feelings about the canara bank. P lease show the extent to which you believe canara bank has

the feature described in the statement. I request you to the option which in your opinion are

believed to be true. All data will be kept confidential.

Name:

Age:

Educational Q ualifications:

Strongly Disagree Disagree Neither agree Agree Strongly AgreeNordisagree

1. canara bank has modern looking equipment.

2. The bank's physical features are visually appealing.

3. The bank's reception desk employees are

neat appearing.

4. Materials associated with the service (such as

pamphlets or statements) are visually appealing

at the bank.

5. When the bank promises to do something by a

certain time, it does so.

6. When you have a problem, the bank shows a

sincere interest in solving it.


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r

St rongly Disagree Disagree Neither agree Agree StronglyAgree

Nordisagree

7. The bank performs the service right the first time.

8. The bank insists on error free records.

9. Employees in the bank tell you exactly when

the services will be perfo rmed.

10. Employees in the bank give you prompt service.

11. Employees in the bank are always willing to

help you.

12. Employees in the bank are never too busy to

respond to your request.

13. The employees of the bank are trustworthy.

14. The behavior of employees in the bank

instills confidence in you.

15. You feel safe in your transactions with the bank.

16. Employees in the bank have the knowledge to

answe your questions.

17. The bank gives you individual attention.

18. The bank has operating hours convenient to all

its customers.

19. The bank has your best interests at heart.

20. The employees of the bank understand

Documents

Servicequalityof Canara Bank