Abstract:
Service quality is an attitude or global judgment about th{puperiority of a service. To
be globally competitive, service industries must achieve a service quality service that
exceeds customer's expectation. Service quality determines anorganrzations success or
failure. The main objective of the study was to assess the "Is there any difference on
service quality of personal banking service between commercial banks and finance
companies in Matale district".
Service quality measure is based on modified version of SERVQUAL as proposed by
Parasuraman (1988), which involve five dimensions of Service quality, namely
Reliability, Responsiveness, Empathy, Assurance, and Tangibles. With respect to
customer services there are notable perceived differences .This research study was
complemented for the customers who are using the banking and ltnance company
facilities selected in Matale district. Two hundred fifty customers are selected equally
by using convenience sampling techniques
Twenty two questionnaires were filled and returned back. 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. Data were analyzeusing Frequency, Percentage, Mean, Standard deviation,
Independent simple T test and AVOVA.
Based on findings of the study, it concluded that there is high and moderate level of
service quality in banks and financial companies. When the considers the level of each
dimensions of service quality Reliability, Responsiveness, Assurance, Empathy were
in moderate level, Tangibility was high level. And also, the overall variable of service
quality of personal banking services was moderate level and there is no any difference
on level of service quality in Tangibility between Commercial banks and financial
companies in Matale district. And there is a difference on level of service quality in
Reliability, Responsiveness, Assurance and Empathy between Commercial banks and
financial companies in Matale district.
