A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using Servqual Model

Public sector banks like BANK OF BARODA are in tremendous pressure from private sector banks like ICICI banks. Public sector banks are realizing the significance of customer centred philosophies and are turning to improve service quality to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL is an effective model for analysis of the difference between customer expectations and perceptions in the banking sector. 

by G Nandini | Dr. B. C. Lakshmanna "A Comparative Study on Service Quality of Bank of Baroda and ICICI Bank Using Servqual Model" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, 

URL: https://www.ijtsrd.com/papers/ijtsrd45171.pdf 

Paper URL: https://www.ijtsrd.com/management/accounting-and-finance/45171/a-comparative-study-on-service-quality-of-bank-of-baroda-and-icici-bank-using-servqual-model/g-nandini

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