Service quality gap analysis in Indian Public Sector Banks

Abstract

The banking sector in India has made remarkable progress ever since the economic reforms were introduced in the year 1991. New private sector banks have brought the necessary competition into the banking industry and spearheaded the movement towards higher utilization of technology, improved customer service and innovative products. Customers are now becoming increasingly aware of the options. Therefore expectation has increased and customers have become more critical of service quality. Keeping these in mind, an attempt has been made in this study to analyze the service quality gaps in selected public sector banks. The aim of the study is to identify the service quality Gaps in Indian Public Sector Banks and suggest banks the areas required by them for superior customer satisfaction and subsequent business growth. This study highlights service quality gap on the basis of service gaps model with special reference to public sector banks. It also explores service quality expectations and perceptions of the customers, management and frontline staff of select banks which if taken care of by banks can lead to better performance from the banks or indispensible tool for sustainable growth in dynamic banking environment.

Keywords

• service quality
• public sector bank
• customer expectation
• customer perception
• management expectation
• management perception
• service quality gaps