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Service quality gap analysis in private sector bank - a customer perspective

Author

Listed:
  • Ananth, A.
  • Ramesh, R.
  • Prabaharan, B.

Abstract

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.

Suggested Citation

  • Ananth, A. & Ramesh, R. & Prabaharan, B., 2010. "Service quality gap analysis in private sector bank - a customer perspective," MPRA Paper 29505, University Library of Munich, Germany, revised 26 Dec 2010.
    • Handle: RePEc:pra:mprapa:29505
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    File URL: https://mpra.ub.uni-muenchen.de/29505/1/MPRA_paper_29505.pdf
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    References listed on IDEAS

    as
    1. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. Arthur J. Lin & Hai-Yen Chang & Sun-Weng Huang & Gwo-Hshiung Tzeng, 2021. "Criteria affecting Taiwan wealth management banks in serving high-net-worth individuals during COVID-19: a DEMATEL approach," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(4), pages 274-294, December.

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    More about this item

    Keywords

    Service quality; Service Gap; Multi Regression;
    All these keywords.

    JEL classification:

    • G2 - Financial Economics - - Financial Institutions and Services
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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