An Empirical Study of Gap Analysis of Service Quality in Select Private Sector Banks
9 Pages Posted: 20 Nov 2015 Last revised: 26 Dec 2015
Date Written: November 16, 2015
The present study evaluates the customer perceptions of service quality in select private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used for analysis of data. The result shows that the dimension of service quality such as Empathy and Accessibility has more gap, as the customer expectations are high to their perceived service. The result also indicates that Empathy-Reliability-Assurance positively influences the service quality. The study implies that bank should reduce the service gap to deliver superior quality of service to retain existing customers as well as to attract new customers.
Keywords: Service Quality, Tangibles, Reliability, Responsiveness, Assurance
JEL Classification: M31, M37
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