SERVICE QUALITY: A COMPARATIVE STUDY

AMONG PRIVATE AND PUBLIC SECTORBANKS IN MADURAIThesis submitted to the Madurai Kamaraj University for the award of the Degree of Doctor of Philosophy in Business Administration

Researcher

L.LAKSHMANANSupervisor

Dr T.VANNIARAJANDEPARTMENT OF BUSINESS ADMINISTRATION

MADURAI KAMARAJ UNIVERSITY

MADURAI-625 021

TAMIL NADU

INDIA

JUNE 2015Dr. T.VANNIYARAJANAssociate 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: MaduraiDate:

(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

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

First and foremost I 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 Dr B.Anbazangan Professor Department of Business Administration Sourashtra college Madurai And (Late) Dr G Ramkumar Singh Professor Department of Business Administration M.T.N College Madurai for their 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 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 Dr RL Ramanth 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.LAKSHMANANCHAPTER I

INTRODUCTION AND RESEARCH DESIGNCHAPTER II

CONCEPTUAL FRAME WORK AND REVIEW OF LITERATURE_____________________________________________ CHAPTER III

ANALYSIS AND INTERPREATATION _________________________________________________________________________________________CHAPTER IV

SUMMARY OF FINDINGS, SUGGESTION AND

CONCLUSION__________________________________________________________________________________________BIBLIOGRAPHY

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ANNEXURE 1

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