AWARENESS OF POST GRADUATE STUDENTS TOWARDS ENTREPRENEURSHIP IN KANYAKUMARI DISTRICT
March 31, 2026IMPACT OF SERVICE QUALITY AND CUSTOMER SATISFACTION ON SUSTAINABLE DEVELOPMENT IN PRIVATE BANKS
*Thangeswari, S., & **Sivasankar, R.
*Ph.D., Scholar, Reg. No: 241232706021, Commerce Research Centre, Vivekananda College, Agasteeswaram. Affiliated to Manonmaniam Sundaranar University, Abisekapatti, Tirunelveli, Tamil Nadu, India.
**Guest Lecturer, Department of Commerce, Government Arts and Science College, Konam, Nagercoil. Affiliated to Manonmaniam Sundaranar University, Abisekapatti, Tirunelveli, Tamil Nadu, India.
Abstract
Service quality and customer satisfaction are crucial factors influencing sustainable development in the private banking sector. This study explores the impact of service quality dimensions, reliability, responsiveness, assurance, empathy, and tangibility, on customer satisfaction and examines how these factors contribute to sustainable banking practices. High service quality enhances customer trust, loyalty, and long-term relationships, which support the economic sustainability of private banks. Moreover, satisfied customers are more likely to engage in digital banking, green banking initiatives, and responsible financial practices, thereby promoting environmental and social sustainability. The study also highlights the role of customer-centric strategies in achieving financial inclusion, operational efficiency, and ethical banking. By aligning service quality improvement with sustainable development goals, private banks can balance profitability with social responsibility. The findings emphasise that enhancing service quality and customer satisfaction is not only essential for competitive advantage but also a key driver of sustainable development in the private banking industry.
Keywords
service quality, customer satisfaction, sustainable development, private banks, sustainable banking, customer loyalty, financial inclusion, green banking, banking services, and sustainable development goals (SDGS)
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To cite this article
Thangeswari, S., & Sivasankar, R. (2026). Impact of Service Quality and Customer Satisfaction on Sustainable Development in Private Banks. John Foundation Journal of EduSpark, 8(1), 47-57.