Quality Of Personal Banking Service Of Licensed Commercial Banks In Gampaha District

Abstract

Service quality can be important for the al7 organizations to growth and performance of the organization. The banking industry no exception. In order to gain competitiveness, the bank has been introducing more facilities to customers than other competitive organizations. Since the length in years of customer relationships are one of the most important factors that contribute to the profitability. As a result, service quality may be one important driver of licensed commercial banks. The main aim of the study is to find out "The level of service quality of personal banking in commercial banks in Gampaha District"- This study *.as implemented with five dimensions which are used to measure the quality of services. Those dimensions are core service, tangibility, service delivery, reliability, competence. Primary data collection method was used in this research. The primary data were collected using questionnaires from the customers, who are using the commercial banking facilities selected in Gampaha District. Three hundred customers are selected as sample out of five banks using the convenience sampling method. As well as, Sample and the questionnaire was analyzed using five point Likert scale model. Further collected data were analyzed by using the SPSS version 22 computer package for interpreting and obtaining conclusion. The collected data were analyzed by using frequency analysis, descriptive analysis close tabulation analysis, ANOVA and independent sample T test. Based on research finding indicate that there is high level of service quality in personal banking service of licensed commercial bank in Gampaha district. When considers the level of each dimensions of service quality core service, service delivery, competence were high level and tangibility and reliability were moderate level. And there is no any significant effect of demographic factors of age category, monthly income level, how long involve banking activities and gender on service quality dimensions. There is significant effect of demographic factors of civil status on core service and tangibility in commercial banks in Gampaha district