Service quality gap approach: a case of Indian customer's satisfaction of private banks

Sadia Samar Ali, R. Kaur, Maj J.C. Pande and F. Ahmad

International Journal of Business Excellence, 2014, vol. 7, issue 4, 429-453

Abstract: In the evolving economy, banks have to look beyond for providing a multi-channel service platform. Today, banks are concentrating more on product designing, technology advancement, expansion, recruitment, etc. while relegating 'the services and quality of services' offered for customers' satisfaction. Technological advancements are compelling banks to restructure their service strategies for various customers in order to gain competitive advantage. This research investigates how perceived service quality and satisfaction determine gap-analysis by adapting scale in commercial banks. The current study enables bank managers to understand and utilise the implications of SERVQUAL for measurement of consumer behaviour so that they can provide excellent services to the customers. The findings provide the given scale as an important indicator of customers' satisfaction.

Keywords: commercial banks; customer perceptions; customer expectations; SERVQUAL; overall satisfaction; level of quality; paired-t test; India; consumer behaviour; gap analysis; customer satisfaction; service quality; banking industry; perceived quality. (search for similar items in EconPapers)
Date: 2014
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