Perceived services quality of public and private banks

Abstract

The purpose of this study is to examine the services quality of banking sector in Sri Lanka. Researchers use different approaches to measure services quality such as SERVQUAL, SERVPERF and BANKSERV. Much of the service quality literature has focused on two measures, SERVQUAL and SERVPERF. However, BANKSERV model is especially developed for examine the services quality of banking sector. Because of that, Researchers have selected this model to extensively test banking industry. The current study measured services quality of public and private sector banks in Matara district in Sri Lanka. Survey method was used as the main research method for the study, and the sample consisted of 147 respondents selected on the convenience method based on their age, income, educational level. The variables of the study were Staff Conduct, Credibility, Communication and Access to teller service. Study data were collected using a self-administered questionnaire and the questionnaire was developed mainly focusing on 04 variables of the BANKSERV model. The results show that, the sendees quality of public and private sector banks have no significant differences. As well as these findings help to customers to take an excellent decision when they select a banker.