TY  - BOOK
AU  - Kaura,Vinita
AU  - Durga,Chalasani S
AU  - Sharma,Sourabh
TI  - Customer perception of service quality and percieved price and Fairness: a comparison between public and new private sector banks
PY  - 2013///-
CY  - Abingdon
PB  - Taylor and Francis
KW  - Service quality
KW  - Tangibility
KW  - Information technology
KW  - Human behaviour
KW  - Percieved price and fairness
N2  - This study examines the difference between public sector and new private sector banks with reference to service quality and perceived price and fairness. Dimensions of service quality are tangibility, information technology and human behavior. A cross-sectional research project on 445 retail banking customers through a structured questionnaire was conducted. The population of the study is valued retail urban customers of public and new private sector banks in Rajasthan, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one IT-based service. Results reveal that new private sector bank customers' mean score is found more than public sector bank customers' for service quality dimensions. For perceived price and fairness public sector bank customers' mean score is found to be more than new private sector bank customers'. This study explains the difference of service quality and perceived price and fairness between public and new private sector banks. It also identifies underlying reasons for these differences to understand the finer nuances of the Indian banking sector
UR  - https://doi.org/10.1080/0965254X.2013.804859
ER  -