Service Gap Analysis – A Study With Reference To Public Sector Banks

Sukriti Verma


Banks cannot exist without customers. In service sector like bank, customer service should not only a critical function, but a way of life also. Customer satisfaction should be the focal point. That alone serves the banks’ objective of maximization of profit. It is obvious that a bank cannot think of making profit without customers. A customer assesses the quality of service delivery and the output delivery after a service is rendered. There is always bound to be a gap between the quality of service which is expected and the quality of service that is rendered. Parasuram, Zenithal and Berry have identified five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance and Empathy. The objectives of the present study are: to assesses the quality of service delivery, to identify service gap; and to offer suggestions for the purpose of minimizing service gap.



Customer Satisfaction, Service Quality, Tangibles, Reliability, Responsiveness, Assurance and Empathy.

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