An Investigation on Customer Satisfaction and Service Quality in the Indian Banking Sector: A Gender Comparison

The economy growth in all sectors of India has been propelled by the banking sector since its inception and it leads a new dawn of evolution. In present scenario banks are needed to focus on service quality as it helps to cut the operating cost & holds complete benefits of competitive advantage, customer retention, increased profitability, increased efficiency, and financial performance. The competitive environment makes it difficult for individuals in the banking sector to continue to improve internally, to be more focused on capturing the desired target market, so that it forms the foundation for strengthening their position in the banking industry. The primary goal of every business, including banks, is to acquire and retain customers, as customers are a valuable corporate asset and a profit centre that assures the bank’s long-term viability. Service is not the same as a product. Therefore, The main goal of this study is to learn more about high-quality service and the impact of gender in customer satisfaction in the Indian banking business.