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INDE X
CON TEN TS P AG E N O.
1. INTRODUCTION
2. COMPANY PROFILE
3. SERVICE QUALITY IN BANKS
4. RESEARCH OBJECTIVE
5. RESEARCH METHODOLOGY
6. DATA ANALYSIS
7. FINDINGS OF THE REPORT
8. CONCLUSION
9. RECOMMENDATIONS
10.BIBLIOGRAPHY
11.ANNEXURE:QUESTIONNAIRE
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RE S EARC H O BJECTIVE
AND
RE S EARC H M ET HODO L OGY
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R ES E ARC H OB JE CT IVE
The objective of the study is as follows:
To examine the essential dimensions of service quality and its effect on customers
Satisfaction.
To find out the level of perception of the customers from the service qua lity offered
by the banks.
To know which service quality dimension of the bank is performing well.
To identify which dimension of service quality needs improvement so that the quality
of service of banks is enhanced
IMP ORT ANC E AN D SC OP E OF T HE ST UD Y
The study would try to throw some insights into the existing services provided by the banks,
perceptions and the actual service quality of the bank. The results of the study would be
able to recognize the lacunae in the system and thus provide key areas where improvement
is required for better performance and success ratio. In the days of intense competition,
superior service is the only differentiator left before the banks to attract, retain and partner
with the customers. Superior service quality enables a firm to differentiate itself from its
competition, gain a sustainable competitive advantage, and enhance efficiency.
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S CO PE O F ST UD Y
The scope of this research is to identify the service quality of bank. This research is based on
primary data and secondary data. This study only focuses on the dimensions of servicequality. It aims to understand the skill of the company in the area of service quality that are
performing well and shows those areas which require improvement. The study was done
taking branche of CANARA bank into consideration. The survey was restricted to the
bank customers in Hyderabad only.
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R ES E ARC H M ET HO DO LOG Y
D AT A SOUR CE
P ri ma ry D ata:
The primary data was collected by means of a survey. Questionnaires were prepared and
customers of the banks at branche were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and quality of services provided
by the banks to the customers. The response o f the customer and they are recorded on a
grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the required interpretation
and the findings.
S e conda ry D ata:
In order to have a proper understanding of the service quality of bank a depth study was
done from the various sources such as books, a lot of data is also collected from the official
websites of the banks and the articles from various search engines like Google, yahoo
search and answers.com.
R ES E ARC H DE S IGN
The research design is exploratory till identification of service quality parameters. Later it
becomes descrip tive when it comes to eva luating customer perception of service qua lity of
the banks.
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Descriptive research, also known as s t a t is t ic a l research, describes data and
characteristics about the po p u la t io n orphenomenon being studied. Descr iptive research
answers the questions who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descr iptive research cannot be used to create a ca u s a l
r e la t io n s h ip , where one variable affects another. In other words, descriptive research can be
said to have a low requirement forin te r n a l v a li d it y .
The description is used forf r e q u e n c ie s , a v e r a g e s and other statistical calculations. O ften the
best approach, prior to writing descript ive research, is to conduct a survey investigation. Q
u a lit a t iv e r e s ea r c h often has the aim of description and researchers may follow-up with
examinations of why the observations exist and what the implications of the findings are.
R ES E ARC H S AMP LE
S AMPL IN G P LAN :
Since it is not possible to study whole universe, it becomes necessary to take sample from
the universe to know about its characteristics.
Sampling Units: Customers of CANARA BANK
Sample Technique: Random Sampling.
Research Instrument: S structured Q questionnaire.
Contact Method: Personal Interview.
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S AMPL E S I ZE :
The work is a case of CANARA BANK, one of the largest bank of Indian banking industry
together representing over 25 per cent of the market share of Indian banking space. The
survey was conducted in the city of Delhi with two branches of canara Bank, with 50
customers
as r e s p o n d e n t.
D AT A C O LLECT ION T OO L
Data was collected through a structured questionnaire. Likert scale technique is used. The
format of a typical five- level Likert item is:
1. Strongly disagree
2. Disagree
3. Neither agree nor d isagree
4. Agree
5. Strongly agree
Likert scaling is a bipolar s c a li ng m e t h o d , measuring either positive or negative response to a
statement. The questionnaire consists of two parts. The first part consists of three questions
concerning the demographic information of the respondent such as the name, age,
educational qualifications and income. The second part consisting of 18 questions exploring
the respondents perception about the service quality of bank. For evaluation of service
quality of canara bank
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service quality dimension of reliability, assurance, tangibility, empathy and
responsiveness is used in order to evaluate the actual service qua lity of canara bank.
R ES E ARC H LIMIT AT IO NS
The study is only for the canara Bankco nfined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire
banking industry.
The study can also not be g e n e r a li ze d for public and private sector banks of thecountry.
Respondents may give biased answers for the required data. Some of the respondentsdid
not like to respond.
Respondents tried to escape some statements by simply answering neither agree nor
disagree to most of the statements. This was one of the most important limitation faced, as it
was difficult to analyse and come at a right conclusion.
In our study we have included 50 customers of bank because of time limit.
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DATA ANALYSIS
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Ques. Age
AGE CATEGOR Y FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
18-23 Years 10 20 20
24-29 Years 17 34 54
30-35 Years 15 30 84
35 Years and above 8 16 100
TOTAL 50 100
Age
18-23 Years 24-29 Years 30-35 Years 35 Years and above
16% 20%
30%
34%
INTERPR ETATION
From the table and graph above it can be seen that
20% respondents age are 18 to 23 years.
34% respondents age are 24 to 29 years.
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30% respondents age are 30 to 35 years.
16% respondents age are 35 to above years.
Ques. Educational qualifications
CATEGOR Y FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
UNDER GRADUATE 13 26 26
GRADUATE 20 40 66
POS T GRAD UATE 17 34 100
TOTAL 50 100
Educational qualifications
34%
40
%
26
%
UNDER
GRADUATE
GRADUATE
POST GRADUATE
INTERPR ETATION
From the table and graph above it can be seen that
26% respondents are Under graduate.
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40% respondents are Graduate.
34% respondents are Post graduate.
T AN G IB ILIT Y D IME NS ION O F SER VIC E Q UALIT Y (Q ue s tio ns 1 to 4):
P hys ica l fac ilit ies, eq uip me nts a nd app eara nce o f perso nne l
Ques.1 CANARA bank has modern looking equipment.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
STRONGLY DISAGREE 5 10 10
DISAGREE 25 50 60
UNCER TAIN 16 32 92
AGREE 4 8 100
TOTAL 50 100
CANARA bank has modern looking equipments
32%
8%
10%
50
%
STRONGLY
DISAGREE
DISAGREE
UNCERTA
IN AGREE
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INTERPR ETATION
CANARA bank has modern- looking and hi- tech equipments. Here analysis show that
most of the respondents disagreed with this statement. Among the total respondents 50%
disagreed, 32% were neutral and 8% agreed. After analysis I found tha t majority of the
respondents think that CANARA Bank do not have modern looking equipments or no hi-
tech equipments.
Ques.2 The bank's physical features are visually appealing.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 4 8 8
UNCER TAIN 29 58 66
AGREE 17 34 100
TOTAL 50 100
Bank's physical features are visually appealing
30 29
25
20 17
15
104
5
0
DISAGREE UNCERTAIN AGREE
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INTERPR ETATION
CANARA banks physical facilities are visually appealing. F rom this statement I found that
17 persons agreed. 29 persons were uncertain and 4 persons disagreed. This means 58%
people were uncertain about this statement. Out of the total respondents only 4% disagreed
and no one strongly agreed or disagreed with the statement. 17% people agreed that
CANARA banks physical facilities are visually appealing.
Ques.3 The bank's reception desk emp loyees are neat appearing.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 5 10 10
UNCER TAIN 21 42 52
AGREE 18 36 88
STRONGLY AGREE 6 12 100
TOTAL 50 100
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The bank's reception desk employees are neat appearing
STRONGLY 6
AGREE
AGREE18
UNCERTAIN21
DISAGREE5
0 5 10 15 20 25
INTERPR ETATION
Canara banks employees appear neat. Here analysis shows that majority were neutral.
Among the total respondent 21 respondents were neutral, 18 people agreed and 6
respondents strongly agreed. The rest disagreed. From analysis I found that some
respondents agreed with this statement but most of the respondents think the employees of
the Canara bank appear neat.
Ques.4 Materials associated with the service (such as pamphlets or statements) are
visually
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 7 14 14
UNCER TAIN 22 44 58
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Materials associated with the services arevisually appealling at the
ban
k
50%
14
%
44
%36%
0%
DISAGREE
UNCERTA
IN AGRE
E
6%
STRONG
LY
AGREE
INTERPR ETATION
Materials associated with the service are visually appealing atcanara bank. Here 36 %
respondents agreed with this statement and 6% strongly agreed with this statement. 44% were
neutral that is most and 14% disagreed. There was no respondent who strongly disagreed.
Hence, in general it can be concluded that materials associated with the services such as
pamphlets or statements are visua lly appealing.
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RE LIAB ILIT Y D IME NS ION O F SER VIC E Q UALIT Y (Q ue s tio ns 5 to 8):
Ab ilit y to per for m t he pro mis ed ser vice depe ndab ly a nd acc ura te ly
Ques.5 When the bank promises to do something by a certain time, it does so.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
STRONGLY DISAGREE 2 4 4
DISAGREE 26 52 56
UNCER TAIN 5 10 66
AGREE 14 28 94
STRONGLY AGREE 3 6 100
TOTAL 50 100
When bank promises to do something by certain time, itdoes so
STRONGLY AGREE 3
AGREE 14
UNCERTAIN 5
DISAGREE 26
STRONGLY DISAGREE 2
0 5 10 15 20 25 30
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INTERPR ETATION
My sample size was 50. Here analysis shows that among the total respondents 26 respondents
disagreed and 14 respondents agreed with this question. Also I found that 5 people were
neutral and 2 people strongly disagreed. Hence I concluded that majority of them disagreed
that the bank when promises to do something by certain time, it does so.
Ques. 6 When you have a problem, the bank shows a sincere interest in solving it
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 3 6 6
UNCER TAIN 14 28 34
AGREE 26 52 86
STRONGLY AGREE 7 14 100
TOTAL 50 100
When you have a problem, bank showssincere interest in
solving it
30
20
26
1014
37
0
DISAGREE UNCERTAIN AGREE
STRON
GLY
AGREE
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INTERPR ETATION
When you have a problem, canara bank shows sincere interest in solving it. After analysing
this statement I found that most of the respondents agreed i.e. 52% respondents agreed. Also
I found that 28% were neutral with this statement and 6% were committed with disagree.
There was no one who strongly disagreed. Hence canara bank can be said to be reliable.
Ques.7 The bank performs the service right the first time.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
STRONGLY DISAGREE 2 4 4
DISAGREE 8 16 20
UNCER TAIN 17 34 54
AGREE 17 34 88
STRONGLY AGREE 6 12 100
TOTAL 50 100
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Bank performs the service right the first time
17 17
86
2
STRONG
LY
DISAGR
EE
DISAGREE UNCERTAIN AGREE STRONGLY
AGREE
INTERPR ETATION
Total sample size was 50. Here analysis shows that among the total respondents 17 people
agreed with this statement. They think that canara bank performs the services right the firsttime.
6 people strongly agreed with this statement. Also 17 people were neutral and the rest of
the respondents disagreed and strongly disagreed.
Ques.8 The bank insists on error free records.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 5 10 10
UNCER TAIN 10 20 30
AGREE 23 46 76
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STRONGLY AGREE 12 24 100
TOTAL 50 100
STRONGLY
AGREE
24%
DISAGR
EE
10
%
UNCERTA
IN
20%
AGRE
E
46
%
Bank insist in error free records
INTERPR ETATION
Bank insists on error free records. canara bank has proved from my analysis that it surely
insist on error free records as 46% respondents agreed with this statement and 24% strongly
agreed. Only 10% respondents disagreed and no one strongly disagreed.
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R ES PO NS IVE NE SS D IM ENS IO N OF S ER VIC E Q UALIT Y (Q ue s tio n 9 to
12 ):
W illingness to he lp c usto mers a nd pro vide p ro mp t ser vices
Ques. 9 Employees in the bank tell you exactly when the services will be performed .
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
STRONGLY DISAGREE 6 12 12
DISAGREE 8 16 28
UNCER TAIN 13 26 54
AGREE 18 36 90
STRONGLY AGREE 5 10 100
TOTAL 50 100
Employees tell you exactly when the service will beperformed
STRONGLY AGREE 5
AGREE 18
UNCERTAIN 13
DISAGREE 8
STRONGLY DISAGREE 6
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INTERPR ETATION
Employees in the bank tell you exactly when the services will be performed. Majority of the
respondents agreed with this statement. 26% respondents were uncertain. At the same time
16% disagreed and 12% Strongly disagreed with this statement.
Ques. 10 Emp loyees in the bank give you prompt service.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 5 10 10
UNCER TAIN 16 32 42
AGREE 27 54 96
STRONGLY AGREE 2 4 100
TOTAL 50 100
Employees in the bank give you prompt services
3027
2016
10 5
0
DISAGREE
UNCERTA
IN AGRE
E
2
STRONGLY
AGREE
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INTERPR ETATION
Most of the respondents agreed with this statement. According to my analysis, employees in
canara Bank give prompt service. Among the total respondents agreed respondents were 27
and strongly agreed were 2. 16 people were neutral and 5 disagreed. There was no
respondent who strongly disagreed with this statement.
Ques.11 Employees in the bank are always willing to help you.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
UNCER TAIN 12 24 24
AGREE 29 58 82
STRONGLY AGREE 9 18 100
TOTAL 50 100
Employees in bank are willing to help you
29
12
9
UNCERTAIN AGREE STRONGLY AGREE
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INTERPR
ETATION
Employees in canara bank are willing to help you. With this statement no one disagreed
or strongly disagreed. Strongly agreed were 9 people i.e. 18% respondents stronglyagreed, 29 people agreed i.e. 58% respondents agreed and 24% respondents were
neutral.
Ques.12 Employees in the ba nk are never too busy to respond to yourrequest.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 1 2 2
UNCER TAIN 11 22 24
AGREE 27 54 78
STRONGLY AGREE 11 22 100
TOTAL 50 100
Employees at bank are never too busy torespond to your
request
STRONGLY AGREE11
AGREE27
UNCERTAIN11
DISAGREE1
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0 5 10 15 20 25 30
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INTERPR ETATION
Employees in canara Bank ltd are never too busy to respond to your request. After analyzing
this statement I found that most of the respondents agreed with this statement. Among the
total respondents 22% strongly agreed and 54% agreed. 11 respondents were neutral and 1
respondent disagreed. No one strongly disagreed.
ASS UR AN CE D IM EN S IO N OF S ER VIC E Q UALIT Y (Q ue s tio n13 to 1 6 ):
K now led ge a nd co ur tes y o f e mp lo yees a nd t he ir ab il it y to insp ire tr us t a nd co nfide nce
Ques.13 The employees of the bank are trustworthy.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 4 8 8
UNCER TAIN 13 26 34
AGREE 28 56 90
STRONGLY AGREE 5 10 100
TOTAL 50 100
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Employees of the bank are trustworthy
28
30
25
20 13
15
10 45
5
0
DISAGREE UNCERTAIN AGREE STRONGLY AGREE
INTERPR ETATION
The employees of the bank are trustworthy. According to my findings, 54% respondents
agreed that employees at canara bank are trustworthy. 13% respondents were neutral and 4%
respondents disagreed with this statement.
Ques.14 The behavior of employees in the bank instills confidence in you.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 28 56 56
UNCER TAIN 4 8 64
AGREE 13 26 90
STRONGLY AGREE 5 10 100
TOTAL 50 100
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Behavior of employees in the bank instills confidencein you
2830
20
1310
4
0 5
DISAGREE
UNCERTA
IN AGRE
E STRONGLY AGREE
INTERPR ETATION
The behavior of employees in canara bank instills confidence in you. Here analysis shows
that most of the people disagreed. Among the total respondents 28 respondents disagreed, 13
agreed and 5 strongly agreed. There was no respondent who strongly disagreed. This means
56% respondent disagreed with this statement.
Ques.15 You feel safe in your transactions with the bank.
UNCER TAIN 16 32 42
AGREE 23 46 88
STRONGLY AGREE 6 12 100
TOTAL 50 100
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You feel safe in your transactions with the bank
DISAGREE UNCERTAIN AGREE STRONGLY AGREE
12% 10%
32%
46%
INTERPR ETATION
With this statement most of the respondents agreed. Among the total respondents 23 agreed
with this statement and 6 strongly agreed. 32% respondents were neutral and 10%
respondents disagreed. But there no one who strongly disagreed.
Ques.16 Employees in the bank have the knowledge to answer your questions.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 2 4 4
UNCER TAIN 9 18 22
AGREE 26 52 74
STRONGLY AGREE 13 26 100
TOTAL 50 100
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Employees in the bank have knowledgeto answer your
questions
STRONGLY AGREE13
AGREE26
UNCERTAIN9
DISAGREE2
INTERPR ETATION
From my analysis I found that 54% respondents agreed that employees of HDFC bank
have complete knowledge to answer their questions. 26% respondents strongly agreed tothis statement and only 4% disagreed. 18% neither agreed nor disagreed.
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E MP AT HY D IM EN S ION O F SER VICE Q UALIT Y (Q ue s tio n17 to 20 ):
C ar ing a nd ind ivid ua lized a tte nt io n t hat fir m pro vides to it s c usto me rs
Ques.17 The bank gives you individual attention.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 26 52 52
UNCER TAIN 12 24 76
AGREE 10 20 96
STRONGLY AGREE 2 4 100
TOTAL 50 100
Bank gives you individual attention26
12
10
DISAGR
EE UNCERTA
IN AGRE
E
2
STRONGLY AGREE
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INTERPR ETATION
canara bank is not able to give individual attention to its customers as out of the total
respondents 54% disagreed with this statement. 12% of the respondents were neutral and
only
12% agreed and 2% strongly agreed. From this finding it can be concluded that it is unable to
give individual attention to its customers.
Ques.18 The bank has operating hours convenient to all its customers.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 2 4 4
UNCER TAIN 14 28 32
AGREE 27 54 86
STRONGLY AGREE 7 14 100
TOTAL 50 100
Bank has operating hours convenient to all itscustomers
STRONGLY AGREE 7
AGREE27
UNCERTAIN14
DISAGREE2
0 5 10 15 20 25 30
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INTERPR ETATION
canara bank has operating hours convenient to all its customers. Out of 50 respondents, 27
respondents agreed with this statement and only 2 respondents disagreed. Also 7
respondents strongly agreed that the bank has operating hours convenient to its customers.
Ques.19 The bank has your interests best at heart.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
STRONGLY DISAGREE 3 6 6
DISAGREE 5 10 16
UNCER TAIN 10 20 36
AGREE 25 50 86
STRONGLY AGREE 7 14 100
TOTAL 50 100
30
25
20
103 5
10
07
STRONG
LY
DISAGREEDISAGREE
UNCERTAIN
AGRE
E STRONG
LY
AGRE
E
Bank has your interests best at heart
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INTERPR ETATION
canara bank has your best interests at heart. Here analysis shows that 25 respondents agreedand
7 respondents strongly agreed with this statement. 20% were neutral and the rest disagreedand strongly disagreed.
Ques.20 The employees of the bank understand your specific needs.
SCALE FREQUENCY PER CENTAGE CUMULATIVE
PER CENTAGE
DISAGREE 5 10 10
UNCER TAIN 21 42 52
AGREE 20 40 92
STRONGLY AGREE 4 8 100
TOTAL 50 100
Employees of the bank understand your specificneeds
2120
54
DISAGREE UNCERTAIN AGREE STRONGLY AGREE
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INTERPR EATION
Employees of canara bank understand specific needs. With this statement most of the
respondents were neutral. Among the total respondents 20 respondents agreed and 4
respondents strongly agreed. 5 respondents disagreed with this statement.
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M E AS UR ING S ER VIC E Q UALIT Y D IM E NS ION S
Measuring the quality of a service can be a very difficult exercise. Unlike product where
there are specific specifications such as length, depth, width, weight, colour etc. a servicecan have numerous intangible or qualitative specifications.
Parasuraman, Zeithaml, and Berry (1985) provide a list of determinants of service quality:
access, communication, competence, courtesy, credibility, reliability, responsiveness,
security, understanding, and tangibles. A total of five consolidated dimensions of service
quality are:
Tangibles (ques.1 to 4) - Physical facilities, equipments and appearance of personnel
Reliability (ques.5 to 8) - Ability to perform the promised service dependably and
accurately Responsiveness (ques.9 to 12) Willingness to help customers and provide
prompt services
Assurance (ques.13 to 16) (including competence, courtesy, credibility and
security) Knowledge and courtesy of employees and their ability to inspire trust
and confidence
Empathy (ques.17 to 20) (including access, communication and understanding the
customer) Caring and individualized attention that firm provides to its customer.
In order to calculate which dimension of service qua lity is performing well, a sample of the
questions are used in the questionnaire. Using the questionnaire, obtain the score for each of
the
20 statements. After analysis of the data, O verall score to each statement is given on a scale
of 1 to 5 i.e. 1 is give n to strongly disagreed i.e. the lowest score, then 2= disagreed, 3=
uncertain, 4= agreed and 5= strongly agreed.
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Sum the score for each dimension of service quality to obtain a final score which tells which
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dimension is performing well and which dimension needs
improvement. The scores are shown in the following table:
Statement Score
1. canara bank has modern looking equipment. 2
2. The banks physical features are visually appealing. 3
3. The banks reception desk employees are neat appearing. 3
4. Materials associated with the service (such as pamphlets or statements) are
visually appealing at the bank.
3
5. When the bank promises to do something by a certain time, it does so. 2
6. When you have a problem, the bank shows a sincere interest in solving it. 4
7. The bank performs the service right the first time. 3.5
8. The bank insists on error free records. 4
9. Employees in the bank tell you exactly when the services will be performed. 4
10. Employees in the bank give you prompt service. 4
11. Employees in the bank are always willing to help you. 4
12. Employees in the bank are never too busy to respond to your request. 4
13. The employees of the bank are trustworthy. 4
14. The behavior of employees in the bank instills confidence in you. 2
15. You feel safe in your transactions with the bank. 4
16. Employees in the bank have the knowledge to answer your questions. 4
17. The bank gives you individual attention. 2
18. The bank has operating hours convenient to all its customers. 4
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Statement Score
19. The bank has your best interests at heart. 4
20. The employees of the bank understand your specific needs. 3
The scores for each dimension are summed up and a final score is obtained:
SERVICE QUALITY DIMENSION Points
1. TANGIBILITY (1 TO 4) 11
2. RELIABILITY (5 TO 8) 13.5
3. RESPONSIVENESS (9 TO 12) 16
4. ASSURANCE (13 TO 16) 14
5. EMPATHY (17 TO 20) 13
SERVICE QUALITY OF CANARABANK
18
16
1614
12
1011
8
6
4
2
0
13.514
13
TANGIBILITY RELIABILITY RESPONSIVENESS ASSURANCEEMPATHY
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F IND IN GS OF T HE REP OR T
The Reliability dimension of service quality is better as compared to empathy and
tangibility. Still the score is low. For most services, customer
s perceptions of whether the
service has been performed correctly, and not provider-established criteria, are the major
determinants of reliability. C ustomers of the bank hesitate to rely on the bank. Whenever
they have a problem, the bank shows sincere interest in solving it but the services are not
performed by a certain time as promised. The employees should take this proble m seriously
and take steps to remove this.
As score forAssurance is at second place after responsiveness, so the customers
of HDFC bank are very confident and feel safe while transacting with the bank. Moreover
the employees of the bank have proved to be trustworthy. Employees are also educated
enough to answer all the questions.
The score ofTangibility dimension of service quality of canara bank is the lowest.
The service quality factor tangible is defined by whether the physical facilities and materials
associated with the service are visually appealing at the bank. These are all factors that
customers notice before or upon entering the bank. C ustomer expectations regarding visual
appealing of canara is very high. F rom my study I found that P hysical facilities and modern
looking
equipment are not sufficient in canara bank. Respondents were uncertain about the neat
appearance of the reception desk employees. So they should work on that and try to fulfill
the gap.
According to my findings, the score ofEmpathy is not satisfactory but notunsatisfactory
also. canara bank is unable to give individual attention to its customers and is unable to
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understand specific needs of its customers. But still bank has taken steps to satisfy its
customers by keeping operating hours convenient to its customers and keeping their interest
best at heart.
In canara bank, the score ofResponsiveness is highest so they are focusing on prompt
service, employees are willing to help the customers and say the exact time when the services
will be performed. Employees at bank give their customers first preference and are always
ready to help them. O verall canara banks responsiveness dimension of service quality is the
highest.
According to the customer perception, canara bank is highly responsive. Customers
are assured while transacting with the bank. The reliability dimension is lower than the first to
dimension. They feel that the bank is unable to give them individual attention and its
equipments are not modern and sufficient for the bank.
There is not much gap between all the dimensions, this shows that CANARA BANK
is a better service provider in all the dimensions i.e. re liability, assurance, tangibility,
responsiveness and empathy. As a result of which, the customers are satisfied with the
service offered by canara bank.
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C O NC LUS IO N
Based on the study conducted it can be concluded that responsiveness, assurance and
reliability are the critical dimensions of service quality of canara bank and they are directlyrelated to overall service quality. The factors that may delight customers tend to be
concerned more with the intangible nature of the service, commitment, attentiveness,
friendliness, care, and courtesy.
The employees give prompt services, always are ready to answer the questions and are
trustworthy. The main sources of dissatisfaction appear to be cleanliness, up to date
technology modern equipments, and neatly dressed up employees. The Tangibility
dimension of service quality of canara bank is highly disappointing and serious steps are
needed to be taken to enhance this dimensio n. C ustomers of the bank are dissatisfied with
the empathy dimension. To satisfy these customers, the management can take some
attempts, noted earlier as recommendations.
The study brings about the areas which require urgent attention of the employees, the
management, and the policy makers of the industry. These are areas in which customers are
hugelyd is s a t is f ie d with the services of the banks against their expectation. This high
degree of dissatisfaction resulting from the services received clearly questions the design of
services or subsequent response of the bank employees. These limitations are too serious to
be avoided as these question the front- line people dealing with the customers and the
approach of the management in taking customers seriously.
The management should understand the benefits of service quality. It include increased
customer satisfaction, improved customer retention, positive word of mo uth, reduced staff
turnover, decreased op e r a t ing c o s t s , enlarged market share, increased profitability, and
improved financial
http://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/operating+costshttp://www.thefreedictionary.com/dissatisfiedhttp://www.thefreedictionary.com/operating+costs7/27/2019 Servicequalityof Canara Bank
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performance. In the days of intense competition, super ior service is the only differentiator
left before the banks to attract, retain and partner with the customers. S uperior service
quality enables a firm to differentiate itself from its competition, gain a sustainable
competitive advantage, and enhance efficiency. Thus, improving service quality leads to
the customer satisfaction and, ultimately, to customer loyalty.
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equipments, new improved technology should be replaced with the old ones. If the s taff
inside is pleasant and well- informed, in an aesthetically pleasing environment, then customer
satisfaction will be high.
The five-dimensional structure could possibly serve as a meaningful framework for
tracking a banks service quality performance over time and comparing it against the
performance of competitors. Items on some dimensions should be expanded if that is
necessary for reliability.
Thus, the banking industries must continuously measure and improve these dimensions
in order to gain customers
loyalty.
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B IB LIO GR AP HY
Re fe re nces
Kotler P hilip, marketing management, (Pearson education, 12th edition)
Malhotra K. Naresh, marketing research (An applied orientation), Research
design, (Prentice hall of India pvt. 5th edition)
Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing Integrated
customer Focus across the F irm (4th Edition)
M.K. Rampal : Service Marketing
Webs ite s
w w w . g o o g le .c o m
w w w .
h d f c b a n k.c o mw w w .
h d f c in d ia .c o m
w w w .w ik ip e d ia .o r g
w w w . m a r k e tr e s ea r c h . c o m
http://www.google.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.wikipedia.org/http://www.marketresearch.com/http://www.google.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.hdfcindia.com/http://www.wikipedia.org/http://www.wikipedia.org/http://www.marketresearch.com/7/27/2019 Servicequalityof Canara Bank
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ANN E XUR E
Q UE ST IO NN AIR E
Respected S ir/Madam
I am student of SIVA SIVANI INSTITUTE OF MANAGEMEN T, conducting a survey on
S ERVIC E QUALITY OF CANARA BANK . The following statements relate to your
feelings about the canara bank. P lease show the extent to which you believe canara bank has
the feature described in the statement. I request you to the option which in your opinion are
believed to be true. All data will be kept confidential.
Name:
Age:
Educational Q ualifications:
Strongly Disagree Disagree Neither agree Agree Strongly AgreeNordisagree
1. canara bank has modern looking equipment.
2. The bank's physical features are visually appealing.
3. The bank's reception desk employees are
neat appearing.
4. Materials associated with the service (such as
pamphlets or statements) are visually appealing
at the bank.
5. When the bank promises to do something by a
certain time, it does so.
6. When you have a problem, the bank shows a
sincere interest in solving it.
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r
St rongly Disagree Disagree Neither agree Agree StronglyAgree
Nordisagree
7. The bank performs the service right the first time.
8. The bank insists on error free records.
9. Employees in the bank tell you exactly when
the services will be perfo rmed.
10. Employees in the bank give you prompt service.
11. Employees in the bank are always willing to
help you.
12. Employees in the bank are never too busy to
respond to your request.
13. The employees of the bank are trustworthy.
14. The behavior of employees in the bank
instills confidence in you.
15. You feel safe in your transactions with the bank.
16. Employees in the bank have the knowledge to
answe your questions.
17. The bank gives you individual attention.
18. The bank has operating hours convenient to all
its customers.
19. The bank has your best interests at heart.
20. The employees of the bank understand