Author(s): Jaspreet Kaur
This study is predominantly based on the banking sector. There are distinct banks in the market of India but the main functions of all the banks are the same. If we talk about the difference between the banks that How the banks are different from one another? Difference depicts on the basis of the quality of services provided by the different banks. So, the main objective is to find out how much focus the banks on providing quality services and to check what efforts the bank should initiate to improve the quality of services. Rather than this research is regarding the Managers perception of quality improvement efforts and the relationship of financial returns with the quality efforts (ROQ). Methodology: In this study 10 banks, i.e Five Public and Five Private Banks were included from Punjab. The study included 100 managers of different banks in this Research paper. The stratified sampling plan was used to collect the data with a well-structured questionnaire. Findings: On the basis of research, we find out that banks provide quality services to their customers and these services increase their returns but the managers take it as a burden at times because they think it's very difficult to satisfy the customers. Implications: This study mainly helps the banking sector. They will be able to know the benefit they getting after providing tremendous services to the customers. Originality: This paper is original and there is no empirical research on that had been done earlier, that’s why the literature review is very limited.