Ananth, A. and Ramesh, R. and Prabaharan, B. (2010): Service quality gap analysis in private sector bank - a customer perspective. Published in: Indian Journal of Commerce and Management Studies , Vol. II, No. I (1. January 2011): pp. 245-252.
Download (102Kb) | Preview
The present study evaluates the customer perceptions of service quality in selected private sector banks. Data was collected from 200 customers of ICICI and CUB 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.
|Item Type:||MPRA Paper|
|Original Title:||Service quality gap analysis in private sector bank - a customer perspective|
|Keywords:||Service quality, Service Gap, Multi Regression|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services
G - Financial Economics > G2 - Financial Institutions and Services > G21 - Banks; Depository Institutions; Micro Finance Institutions; Mortgages
|Depositing User:||Dr.A.Ananth -|
|Date Deposited:||15. Mar 2011 09:37|
|Last Modified:||11. Feb 2013 16:15|
Al-Fazwan (2005) “Assessing Service Quality in a Saudi Bank”, Journal of King Saud University, vol 18, eng.sci (1), pp.101-115.
Asubonteng, P., McCleary, K.J. and Swan, J.E. (1996), "SERVQUAL revisited: a critical review of service quality", Journal of Services Marketing, Vol. 10, No. 6, pp. 62-81.
Caruana, Albert (2002), “Service quality- The effects of service quality and the mediating role of customer satisfaction”, European journal of marketing,Vol.36 No.7/8,pp.811-828.
Chumpitaz, Ruben and Paparoidamis, Nicholas.G (2004), “service quality and marketing performance in B2B: exploring the mediating role of client satisfaction”, Managing service quality, Vol.14 No.2/3,pp.235-248.
Dr. Chandrakala.S, (2009), “Effective role of CRM in Banking Sector”, Banking Finance, pp5-8.
Gefen.D (2000) “E-commerce: the role of familiarity and trust”, International Journal of Management Science, Vol.28 N0.6, pp725-37.
Joshua A J, V Moli, P. Koshi (2005), “Expectation and perception of service quality in old and new generation banks”, Indian Journal of Marketing,vol.37(3), pp. 18.
Koushiki Choudhury(2007) , Journal of Asia-Pacific Business, Volume 8, Issue 4 December 2007 , pp 21 – 38.
Nair M.V, “Banking -new directions of growth”, The Hindu-Survey of Indian Industry 2010, pp.60-61.
Sandip Ghosh Hazra and Kailash BL Srivastava (2009) “Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector” ICFAI Journal of Marketing Management, vol .3 Nos3&4, pp. 75-95.
Sudesh (2007) “Service quality in banks-A study in Haryana and Chandigarh”, NICE Journal of Business, 2(1), pp.55-65.
Zeithmal, V.A., (2000), “service quality delivery trough websites:a critical review of extant knowledge”, Journal of the academy of marketing science,vol.30 no.4,pp.362-75.