2025, Vol. 7, Issue 6, Part B

Author(s): Kezia Narang and Shweta

Abstract: Financial Inclusion is the primary Component of the economic growth as it seems an incremental approach to chase the UNO's Millennium Development Goals. The success of financial inclusion programme primarily depends on the service quality offered by the banks. Service quality (SERVQUAL) is a model designed to understand customer satisfaction with service by analysing the gap between customer experiences on the service provided and customes expectations. The study found that out of five dimensions of SERVQUAL tangibility and reliability has less gap score so the expectations of the customers for these is close to their satisfaction. On another hand, the bank customers are dissatisfied with Other dimensions (Responsive Assurance, Empathy). The largest gap exists in the empathy dimension which plays a crucial role in satisfying banking customers. Hence the Customers (rural) are partially satisfied with the banking services for financial inclusion. This study suggested that bank employees should be more empathetic and compassionate toward customers using financial services and the banks should begin to improve the so-called quality of service dimensions in order to elevate the satisfaction of all rural Customess in regarding financial inclusion most.

DOI: 10.33545/27068919.2025.v7.i6b.1508

Pages: 81-85 | Views: 93 | Downloads: 35

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