Service Quality in Banks - A SEM Technique with AMOS

Consumer behavior has always been an interesting subject for marketers. With the constant increase of market, banking sector is one of the fastest growing sectors in India. This study examines the satisfaction level of consumer on major National banks, Private Banks and Foreign bank in India and services provided by them. It also provides a functional comparison of the two different approaches in terms of SERVQUAL model. The study also analyzes the relationship between deliverance of services and actual customer expectation with the help of factor analysis and regression analysis in SEM. This study will provide important insights to banks in redefining their corporate image to one that is customer-focused and driven by service quality. The findings of the study also suggest after evaluation of intrinsic and extrinsic cues of consumers from cross sections differ in evaluating a bank's performance and expectation of the end users. The results of Structural Equation Modeling (SEM) highlighted the precedence areas of service instrument. The gap scores show that there is ample extent for improvement in all the aspects related to service quality. SEM and estimation has proposed by AMOS