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Service Quality Gap Analysis in Private Sector Banks- A Customers Perspective

Author

Listed:
  • A.Ananth

    (Professor & Head, Management studies, Sri jayaram college of Engineering.cuddalore, Tamilnadu, India)

  • R.Ramesh

    (Asst.Professor, Department of Management studies, Chettinad College of Engineering& Technology, Karur, Tamilnadu, India)

  • B.Prabaharan

    (Professor cum Director, Department of Management studies,St.Joseph college of Engineering, Thanjavur, Tamilnadu, India)

Abstract

The present study evaluates the customer perceptions of service quality in selected private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used fro 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.

Suggested Citation

  • A.Ananth & R.Ramesh & B.Prabaharan, 2011. "Service Quality Gap Analysis in Private Sector Banks- A Customers Perspective," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(1), pages 245-252, January.
    • Handle: RePEc:aii:ijcmss:v:2:y:2011:i:1:p:245-252
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    Cited by:

    1. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    2. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.

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