Service Quality Management: A Comparative Study on Perception of Managerial and Non-Managerial Staff of Banks

Abstract

In present competitive scenario service quality management (SQM) is the prime concern of banks. The present paper is the outcome of an empirical research conducted with the objective to study service quality management initiatives in the public sector banks (PSBs) of Odisha, a state of India. In 21st century delivering superior service quality has become the prerequisite for the success of Indian banks due to liberalization and globalization. The banks are now have to be of world class in standard for survival, committed to excellence in customers, shareholders and employees satisfaction, and to play a leading role in the expanding and diversifying financial sector by reaching the bottom line. Now ‘Quality’ is a buzz word in the marketers’ dictionary. Poor quality places a firm at a relatively competitive disadvantage position. Thus the purpose of the present research is to compare the perceptions both managerial and non managerial staff on SQM of banks.