BSQ (Bank Service Quality) and Customer Engagement in Select Banks of Greater Hyderabad.

BSQ (Bank Service Quality) and Customer Engagement in Select Banks of Greater Hyderabad.

K. Ramya Krishna, Associate Professor, Bipul Kumar, Siva Sivani Institute of Management, Hyderabad. ramyakrishna2023@ssim.ac.in, bipul@ssim.ac.in

Abstract -

In today's rapidly evolving financial landscape, service quality plays a crucial role in determining customer satisfaction, engagement, and loyalty. This study evaluates Bank Service Quality (BSQ) and Customer Engagement in Select Banks of Greater Hyderabad, focusing on key service dimensions such as effectiveness and assurance, access, price, tangibles, service portfolio, reliability, and customer engagement. As Greater Hyderabad emerges as a significant financial and IT hub, understanding how banks cater to the needs of a diverse and tech-savvy population is essential for sustaining long-term customer relationships.

The research adopts a quantitative approach, collecting primary data through a structured questionnaire from 150 individual respondents. The study employs statistical techniques such as ANOVA, correlation, and regression analysis to examine the impact of various service quality factors on customer engagement. Furthermore, demographic variables were analysed using frequency tables to understand respondent characteristics. The findings provide valuable insights into how different aspects of banking services influence customer perceptions, satisfaction, and long-term engagement.

The study highlights the importance of continuous service enhancement for banks to remain competitive in a dynamic market. It also offers strategic recommendations for banks to strengthen customer relationships by improving service reliability, accessibility, and personalization. Ultimately, this research contributes to the broader understanding of banking service quality and its implications for customer engagement in urban financial markets like Greater Hyderabad.