A Comparative Study on Perception of Customers towards Service Quality of Canara and ICICI Bank

Quality of service is very important, especially for the growth and development of service sector enterprises. Due to the increasing importance of the service sector in the economy, the measurement of service quality became important. The banking sector is facing challenges with stiff competition and advancement of technology. It becomes imperative for service providers to meet the target customers‟ satisfaction with quality of services expected by them. Delivering high quality services is a prerequisite for achieving customer satisfaction and only through customer satisfaction can any organization gain customer retention. The main objective of the study is to analyze the perception of the customers towards quality of banking services of CANARA and ICICI bank. A sample of 60customers has been selected. Out of this 30 respondents are the customers of Canara bank and remaining 30 respondents are customers of ICICI Bank. Data have been collected through questionnaires designed on a five point Likert scale. Independent sample t-test has been used as the statistical tool to measure the difference in service quality on the variables, namely tangibility, responsiveness, reliability, assurance and empathy. The analysis of data revealed that a significant difference exists in service quality on the perception of customers in Canara bank and ICICI bank.