Service Quality Gaps and Customer Satisfaction across Banks

Asian Resonance(P: ISSN No. 0976-8602 RNI No.UPENG/2012/42622 VOL.-7, ISSUE-3, July-2018 E: ISSN No. 2349-9443)

Abstract


 Himani Sharma 

Assistant Professor, Haryana School of Business, Guru Jambheshwar University of Science & Technology, Hisar, Haryana, India


Samta Soni

Research Scholar, Deptt.of Business Administration, CDLU, Sirsa, Haryana, India

Service quality and customer satisfaction are considered as significant issues in the service industries and specifically in banking sector. Customer loyalty is significantly dependent on high service quality. The purpose of this research paper is to analyze service quality gaps of both public sector banks and private sector banks and to propose a gap model based on customers expectations and perceptions. Information is gathered from 486 customers of four public sector banks and four private sector banks in NCR and Haryana. The results indicated that the quality of services provided by public sector banks under tangibility dimension are below customers‟ perception when compared with private sector banks‟ customers, whereas, quality of services provided by private sector banks under the reliability dimension are below customers‟ perception when compared with public sector bank respondents. 

for full paper please visit below link :

http://www.socialresearchfoundation.com/upoadreserchpapers/1/223/1907100747351st%20himani%20sharma.pdf


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