AbstractsBusiness Management & Administration

The present thesis throughs light on the importance o f the services service quality and its dimensions service quality and newlinecustomer satisfaction The chapter also discusses the impact of service quality on the profitability o f the firm newline2nd chapter portrays the research done on the service quality The main emphasis is on the research conducted on the impact of service quality on customer satisfaction However emphasis is also given on the research done on the impact o f customer satisfaction on the profitability of a firm and finally the impact o f the service quality on the profitability o f the service firm newline3rd chapter deals with the need scope and the objectives of the present study It explains the procedure of data collection the newlineobjectives of the study and the hypothesis laid in consonance with objectives It also brings to light the research approach adopted to identify the sample customers and managers and the statistical tools used to analyze the data newline4th chapter presents the analysis and findings of the data pertaining to the service quality experienced by the customers belonging to various financial organizations and its impact on customers satisfaction and firms profitability The Chapter also analyzes the gaps between the perceptions of customers and employees towards the service quality newlineIn the last chapter an attempt has been made to recapitulate the findings and conclusions of the study and recommend the necessary suggestions for helping the firms to improve their service quality%%%