Effect of Demographic Factors on Tangibility Dimension of Service Quality of Banks

Service quality has become one of the most important dimensions for banking industry. Thus the banking industry has started focusing on the quality issues. In this context, the service quality perception among the customers of the banks is the most critical issue. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. One of the ways to measure it is expectancy disconfirmation. Expectancy disconfirmation is the gap between perceived quality and expected quality. This paper finds out the Tangibility expectancy disconfirmation of service quality of Banks. The data collected with the help of SERVQUAL has been analyzed using correlation, F Test and ANOVA.  SPSS was used for data analysis.

Keywords: Service Quality, Tangibility, Expectancy Disconfirmation.