In this electronic banking era, the three segments of banks in India namely, SBI and
its Associates, Other Public Sector Banks & Private Sector Banks have been
competing with each segment and service quality has become an indispensable
weapon to have competitive edge. The author has made an attempt to identify various
service quality factors using Factor analysis and ANOVA has been applied to know
whether there is any difference in custormers’ attitude with regard to service quality
factors in the three segments of banks. The study is done in banks at Salem district,
Tamil Nadu and the sample size of the customers is 895 and customers are chosen
using stratified random sampling method.

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