Service Quality Dimensions of MSME Entrepreneurs

MSME sector in India plays a dominant role in attaining the balanced and sustainable industrial and economic development, employment generation and development of entrepreneurial skills among the people of the country and increasing the export earnings of the country. The need of the hour for Indian MSMEs is to upgrade their technology, quality and adopt modern management techniques to keep pace with the changes that are taking place in the global market and also the availability of adequate credit at affordable cost, thus, becomes critical for Indian MSMEs. In recent times, Public Sector Banks have not confined themselves to mere extension of finance to small entrepreneurs but have shown genuine concern for their development. Banks are playing a major role in financing MSMEs in India. Nearly 82 per cent of the total SME financing through banks. In addition, among them the major share is of public sector banks i.e. 57 per cent. The relationship between a bank and its customers is not a one-time affair, but a relatively permanent and enduring one, which requires to be nurtured with good quality of service. In such a situation, any bank not having a mind towards bettering the quality of customer service is almost certain to lose its business. Service quality dimensions of the public sector banks which are expected by the entrepreneurs have been measured by giving score on twelve service quality related questions namely: Good, Comfortable, secured, relax, calm, ease, worried, pleasant, satisfied, happy, favourable and pleased. The mean score of twelve different dimensions of customers‟ satisfaction has been computed among the customers the Public Sector Banks. In order to analyse the significant difference among the customers belonging banks regarding their level of satisfaction, the one way analysis of variance has been administered the resulted mean score on various dimensions has been administered.