International Research Journal of Commerce , Arts and Science
( Online- ISSN 2319 - 9202 ) New DOI : 10.32804/CASIRJ
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AN ANALYTICAL STUDY ON PERCEIVED AND DESIRED LEVEL OF SERVICE QUALITY BETWEEN PNB AND HDFC BANK
1 Author(s): DR.ISHFAQ BASHIR PEER
Vol - 10, Issue- 4 , Page(s) : 124 - 130 (2019 ) DOI : https://doi.org/10.32804/CASIRJ
The main objective of the study is to examine the service quality gap between the perceived and desired level of service quality among the customers of PNB and HDFC Bank ltd. For testing the significance difference between the perceived and desired level one tailed “t” test has been used. After applying the test calculated value of all factors of each dimension are found. All these values are negative. It concluded that service quality of HDFC Bank ltd is better as compared to PNB.