ABSTRACT

This study examines the influence of retail service quality on customer satisfaction.  This study identified six important dimensions of bank service quality.  They are core service, service delivery, trust, reliability, competence and tangibles.  The researchers used structured questionnaire method for collecting data from the respondents and systematic random sampling method has been used.  This study proved that except reliability dimensions, all the dimensions of bank service quality has influence on customer satisfaction.  This study finding would help the management to frame suitable policies relating to bank service quality.

Keywords: Trust, competence, tangibles, core service, service delivery.