Customer Perception of Service Quality on Security Services in Banking Sector

This paper describes about the customer perception of service quality towards the security services adopted by selected private sector and public sector banks in Chennai city. The required data was collected through customer’s survey and five point likert’ s scale was used and questionnaire was developed after collecting the review of literature. Demographic variables and security services like safe transactions, safe investment, ATM security, safe net banking, restricts unauthorised access, customer private data, security control, financial assurance, customer feedback services, image and reputation, overall opinion of bank and recommendations of bank to others. Factor analysis and percentage analysis was used to study the customer perception of security services of the bank. The findings from the study are discussed in detail below.