Analysis of Service Quality Gap in Indian Banking Industry

Sunayna Khurana

The IUP Journal of Bank Management, 2013, vol. XII, issue 3, 58-72

Abstract: All the banks in India offer similar kind of services, but may vary in terms of service quality. This paper analyzes the gap between customer expectation and customer perception in the service delivery of retail banks. A sample of 200 customers from 10 top performing banks of Hissar city in Haryana were selected for the study. The responses of the customers were analyzed with the help of factor analysis, and seven factors were extracted. The results show that there is a huge gap between perception and expectation in the case of tangibility dimension of service quality and low in the case of competency. The study suggests that the banks should improve their service quality towards tangibility to maximize customer satisfaction.

Date: 2013
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