Systematic Literature Review (SLR) on Service Quality Dimensions in the Indian Banking Sector with Reference to Select Banks in Andhra Pradesh

The Indian banking sector has undergone significant transformation due to liberalization, technological advancements, and increased competition. Service quality has emerged as a critical determinant of customer satisfaction and loyalty. This Systematic Literature Review (SLR) synthesizes prior empirical and conceptual studies on service quality dimensions, customer satisfaction, and customer loyalty in the Indian banking sector, with particular relevance to public and private sector banks and contextual linkage to Andhra Pradesh. Following PRISMA 2020 guidelines, this review analyses peer-reviewed journal articles, doctoral theses, conference proceedings, and authoritative reports published between 1985 and 2024. The review identifies dominant service quality models (SERVQUAL, SERVPERF, E-SERVQUAL), key dimensions influencing satisfaction and loyalty, methodological trends, research gaps, and implications for future research.