A Study on Customer Perception of a Private Banks with Special Reference to Coimbatore City

A Study on Customer Perception of a Private Banks with Special Reference to Coimbatore City

Arul Selvan V, II-MBA, Kumaraguru School of Business, Coimbatore, Tamilnadu, India arulselvan.23mba@ksbedu.in

Dr. P. Syamsundar, Associate Professor, Kumaraguru School of Business, Coimbatore, Tamilnadu, India syamsundar.p@ksbedu.in

ABSTRACT

            This research article looks at the customer about how they see Private Banks in Coimbatore City using the SERVQUAL model, evaluating service quality across tangibility, empathy, assurance, responsiveness, and reliability. Findings reveal that while Private Banks attracts a young, educated customer base with active savings accounts, strengths lie in reliability and responsiveness. However, gaps were identified in tangibility and assurance, reflecting needs for improvement in physical infrastructure and staff confidence. The study recommends Private enhance digital services and physical facilities, as well as tailor offerings for diverse income and occupational segments, to improve satisfaction and foster customer loyalty in a competitive market.

KEYWORDS

SERVQUAL, SATISFACTION, LOYALTY, ASSURANCE, EMPATHY