Published Paper Details:

The banking sector plays a critical role in supporting industrial and economic growth, particularly in rural economies where institutional and structural contributions are vital. The advent of liberalization, globalization, and privatization has spurred remarkable developments and transformations in the Indian banking landscape. Amidst increasing competition and a rising demand for diverse and superior banking services, it is imperative for banks to identify and prioritize customer expectations to enhance service quality. This study focuses on understanding the impact of service quality on customer satisfaction within the context of Pallavan Grama Bank, situated in the Dharmapuri district. The research aims to uncover specific characteristics of service quality as perceived by customers, illuminating the nature and significance of service quality in rural banking settings. Through a comprehensive examination, this study offers valuable insights into optimizing service processes to elevate customer satisfaction and drive sustainable growth in the banking industry.