Service Quality In Ksc Apex Bank

Internship Report on

A Study of Service Quality in KSC Apex Bank ltd, Gandhinagar Bangalore.

By,

SUHASH .A.B

4GX12MBA43

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the Guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Mr. Ravi Shankar S. Ulle Mr.M.Basavegowda

Assistant Professor Branch Manager GSSS Centre for PG Studies & Research KSC ApexBank ,Gandhinagar Mysore Bangalore

GSSS CENTRE FOR PG STUDIES & RESEARCH

Department of Management

KRS ROAD, MYSORE – 570016

2015

ACKNOWLEDGEMENT

A Project study of this nature calls for professional help and guidance from all quarters.

If a service provider does not perform up to the expected level of the customer it affects service quality rating.This results in negative word-of-mouth communications. Conversely, if service providers perform above the customer’s expectation, positive word-of-mouth is spread. That leads to repeat customers and referrals. Service quality survey instruments identify the level of services provided by a company, so that improvements can be made to identify the results. Thus the better companies understand how the cusUpper management certainly recognizes the importance of service quality. Chen, Gupta and Rom (1994) found that the executives believe in improving the levels of the product and service quality is the most crucial challenge faced by the firms, and act accordingly. Many companies felt that the need to see the quantifiable financial benefits of service quality over other company investments. Rust, Zahorik and Keininghamprovided the justification by creating a method to quantify service quality. The authors were able to suggest where the additional investments should be made so that it would be deemed worthwhile and at the same time determine the optimal expenditure level. Researchers have been varying suggestions for uses of service quality measurement instruments. Some researchers recommend using the service quality instruments in order to spot improvements can be made

Thedimension will emphasizes attentiveness and promptness in dealing with the customer request, questions, customers complaints, and to the problems. Responsiveness is tocommunicate with customers by the length of the period they have to wait for the assistance answers to the questionsor giveattention to problems. Responsiveness willcapture the notion of flexibility and ability to customize the service for the needs of customers. Assurance

Assurance is defined as employees’ knowledge and courtesy and the ability of the organization and its labours to inspire trust and confidence in them. The dimension is important for services that the customer perceives as involving high risk and about which they feel uncertain about their ability to judge the outcomes.

Empathy

Empathy is defined as caring give individual attention to which the firm provides to its customers. The essence of empathy is connived through personalized or customized service the customers feel that is special. Customers should be understood by firms and are important to firms that provide service to them. Small service firms will know customers by name and build relationship that reflects their personal knowledge about customer requirements and their