A Study of Gaps in Service Quality at a Leading Private Sector Commercial Bank in Greater Noida

Amitabh Mishra, B R Kumar and Dharam Bir Singh

The IUP Journal of Bank Management, 2013, vol. XII, issue 1, 43-62

Abstract: Banking is the epicenter of economic development. The banking system in India is undergoing a structural transformation, thanks to globalization, deregulation, technological advancement, and institutional and legal reforms. While the liberalized environment has opened new avenues of business for banks, it has led to a competitive environment. Today, banks have diversified their activities and are entering into new product areas and services that include credit cards, consumer finance, wealth management, life and general insurance, investment banking, mutual funds, pension fund regulation, stockbroking services, custodian services, private equity, etc. The present paper analyzes the service quality of a bank with regard to savings account services provided by the bank using SERVQUAL. Such a study is useful in determining the weak areas of a bank’s service where immediate steps are necessary. If such deficiencies are ignored, it may lead to loss of reputation and credibility, and ultimately switching over of customers.

Date: 2013
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