Measurement of Service Quality Gaps in Indian Banking Industry
Journal Title: International Journal of Computational Engineering and Management IJCEM - Year 2016, Vol 19, Issue 5
Abstract
The paper attempts to measure service quality provided by Indian commercial banks to their customers. The measurement of gap is computed in major dimensions of service quality which are identified on the basis of responses of customers with the help of factor analysis. These major dimensions are pre-sale services, product features, office services, behavioural responses and after sale services. It is found that the gap in post sale services is highest followed by office services and in pre sale service the gap is minimum. It is very harmful for the banks in building their brand image. It is also found that the scores of expectations and perceptions of bankers’ are lower in comparison of borrowers’ scores. It means bankers are not able to understand the borrowers’ level of expectations and perceptions, which create other gaps in service design and even delivery.
Authors and Affiliations
Bhavna Sharma Garvit Dhingra
Keywords
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