Service Quality in Banks- Gap Analysis of Customers Perceptions and Expectations

Abstract

Service quality has assumed great significance in banking operations in the competitive technology driven environment. The present study is based on a sample of JOO customers of four branches of State Bank of Patiala in Patiala District of Punjab. The banking services have been evaluated based on the perceptions as expectations of customers using SERVQUAL model. Gap analysis has been assessed for five major dimensions, namely, tangibility reliability, responsiveness, assurance and empathy. Findings of the study reveal that the expectations of customers exceed their perceptions in a majority statements that fall under the five dimensions analysed.