Exploring the Role of Quality of Services on Organizational Performance in selected Public Banks in Chennai City Dr. Udhayanan P.*, Dr. Raj A. Nirmal** *Faculty, Majan University College, Muscat, Sultanate of Oman **Professor & Head, Department of Management Sciences, Velammal Engineering College, Chennai, India Online published on 14 October, 2016. Abstract In general, whether it's a manufacturing organization or service organization, the term ‘Quality’ is the slogan, in which they want to have continuous improvement, which may result in improved customer satisfaction and goodwill about the brand and organization. Customer satisfaction is most important to the concept of marketing with solid evidence of strategic links between overall services quality and customersatisfaction (Truch, 2006). All the kinds of organization striving for customer satisfaction, in order to convert that satisfaction in to more sales/profit. Generally, the organizational performance may be classified into three categories such as operational performance, financial performance and employee performance. The main aim of this research is to investigate the role of quality of services offered by the public sector banks on organizational performance. This study is restricted to the Chennai city branches of the selected public sector banks. The correlation analysis and Structural Equation modelling was used to do the analysis. The IBM SPSS 22.0 and IBM AMOS 23.0 software packages were used for the analysis. The outcome of the study revealed that there is a strong relationship between the two constructs such as service quality and organizational performance. Top Keywords Service quality, organizational performance, public banks, SEM Model, Correlation analysis. Top |