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| Received
04-Jun-2026 |
Accepted
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Published
04-Jun-2026 |
Abstract
This paper is attempt to study and measure of service
quality and customer satisfaction among Private
sector and Public sector banks and to study the
impact of service quality in financial performance.
Research has been done in cities of Gujarat namely,
Ahmedabad, Rajkot, Baroda, and Surat. 246 samples
are surveyed in above stated cities on convenience
sampling technique. In public sector banks SBI, BOB
and BOI are taken, while in Private sector banks
ICICI Bank, HDFC Bank and AXIS Bank are taken
as they are market leader. Financial parameters like
Advances, Deposits, Net Profit, Return on Equity,
Return of Asset are analyzed to see association
between service quality and financial performance
of the bank. From the research it is found that there
is association between service quality and financial
performance of the bank.
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