Entrepreneuriat et gestion des organisations

Personal Variables and Perception of Customers on Service Quality of Commercial in Madurai

Abstract

Selvaraj N

Customers have come to gauge the ‘technical factors’ of services such as core and systematization of the service delivery as the yardstick in differentiating good and bad performance. Customer service is an important adjunct in any undertaking especially in business and service organizations like banks. Day in and day out banks deal with customers, be it the depositors or borrowers or anyone who walks into its portals for transacting any financial business. Now a days, a stiff competition between commercial banks has arisen in providing world class financial services to customers by using information technology, reducing costs, increasing profits and compete with international banks. To explore the relationship between personal variables and the perception of customers on dimensions, the Kruskal Wallis one way ANOVA test was applied. The Kruskal Wallis test was administered to verify that the null hypothesis that there is no significant difference in the perception scores of dimensions among different groups of customers classified according to age, gender, education, occupation, income, type of accounts and customers’ duration.