SERVICE QUALITY: A COMPARATIVE STUDY

AMONG PRIVATE AND PUBLIC SECTOR

BANKS IN MADURAI

Thesis submitted to the Madurai Kamaraj University for the award of

the Degree of Doctor of Philosophy in Business Administration

Researcher
L.LAKSHMANAN

Supervisor
Dr T.VANNIARAJAN

DEPARTMENT OF BUSINESS ADMINISTRATION

MADURAI KAMARAJ UNIVERSITY
MADURAI-625 021
TAMIL NADU
INDIA
JUNE 2015

Dr. T.VANNIYARAJAN

Associate Professor and Head (Retd),

Department of Business Administration,
N.M.S.V.N.College (Autonomous),
Madurai - 625 019.

CERTIFICATE
This is to certify that the thesis entitled Service Quality: A
Comparative Study among Private and Public Sector Banks in
Madurai submitted by

Mr L.LAKSHMANAN, Assistant Professor in

Department of Business Administration, PSG College of Arts and Science,

Coimbatore for the award of the Ph.D. Degree in Business Administration of
Madurai Kamaraj University, is his original work carried out by him, under
my guidance and it has not previously formed the basis for the award of any
Degree, Diploma, Associateship, Fellowship or other similar title and it
represents wholly his independent work.

Place: Madurai
Date:

(Dr.T.VANNIAYRAJAN)

L.LAKSHMANAN., M.B.A.,
Assistant Professor,
Department of Business Administration,
P.S.G College of Arts and Science,
Coimbatore.

DECLARATION
I here by declare that the thesis entitled Service Quality: A
Comparative Study among Private and Public Sector Banks in
Madurai in partial fulfilment of the requirements for the award of the
degree of Doctor of Philosophy in Business Administration of Madurai
Kamaraj University, is my original work done under the guidance and
supervision of Dr T.VNNIYARAJAN, Associate Professor and Head,
Department of Business Administration, N.M.S.V.N. College, Madurai, and
the study has not previously formed the basis for the award of any Degree,
Diploma, Associateship, Fellowship or other similar title of any University
or Institution.

Place: Madurai
Date:

L.LAKSHMANAN

ACKNOWLEDGEMENTS
This thesis is indebted to the contributions of many individuals and
institutions. I wish to acknowledge such contributions with love and
gratitude.
First

and

foremost

want

to

thank

my

Guide

Dr. T.VANNIYARAJAN, Associate Professor and Head , Department of

Business Administration, N.M.S.V.N.College, Madurai. I appreciate all his
contributions of time, ideas that ultimately made my Ph.D. experience
productive and stimulating. I am also thankful for the excellent support he
has provided during the entire course of research as a Guide. It has been a
rewarding experience to work under his supervision.
I

am

elated

to

thank

_____________________________________________________________
___for his blessings and valuable guidance to undertake this thesis and ideas
to bring out this thesis successfully.
I am thankful to various Branch Managers of different study units for
permitting me to collect the data from themselves and the customers of their
banks.
I express my gratitude to my family members, especially my wife
L.Alamelu_CA and my Son L.Lakshman Baalaji & My

daughter

L.Vallimeena for providing continuous encouragement and moral support to

complete the thesis successfully.
I am grateful to _______, Principal, Sourashtra College, Madurai and
All Faculties of Department of Management Studies, who offered their
support, valuable suggestions and Ideas to bring out this thesis successfully.
At the end, my thanks are due to all the respondents of this study for
their co-operation and Hospitality.

L.LAKSHMANAN

CHAPTER I
INTRODUCTION AND RESEARCH DESIGN

CHAPTER II
CONCEPTUAL FRAME WORK AND REVIEW OF
LITERATURE
_____________________________________________

CHAPTER III
ANALYSIS AND INTERPREATATION
_____________________________________________

____________________________________________
CHAPTER IV
SUMMARY OF FINDINGS, SUGGESTION
AND
CONCLUSION
_____________________________________________

_____________________________________________
BIBLIOGRAPHY
_____________________________________________

_____________________________________________
ANNEXURE 1
_____________________________________________