CUSTOMER PERCEPTION ON SERVICE QUALITY OF RETAIL BANKING IN PATHANAMTHITTA DISTRICT OF KERALA - AN EMPIRICAL STUDY

Abstract

This paper is to evaluate the service quality in retail banking in Pathanamthitta districts in general, and Tiruvalla Thaluk in particular, based on different levels of customers’ perception regarding service quality. In a deregulated environment, customers’ expectation keeps rising as they look for more convenient and flexible option available to them at competitive rates from many players operating in the field. Customer is the new rating group in the Indian banking scene. Key words: Service quality, deregulated environment, retail banking.