Role of Customer’s Expectation and Banker’s Perception in Bank Selection Decision

Abstract

This article reveals that the level of banker’s perception of customer’s expectation did not match with the level of customer’s expectation and it ensures the necessity for reviving the perception about customer expectation by bankers .Further this article clearly declares that nowadays banks are driven by customers who demand service quality. The other factors like advertising, recommendation of others and service charges ranked next to service quality.