Gap analysis: an approach towards meaningful service delivery for improved customer satisfaction by banks in North India Online publication date: Sat, 31-Jan-2015
by Saumya Dixit, Anurika Vaish, S. Venkatesan
International Journal of Indian Culture and Business Management (IJICBM), Vol. 4, No. 6, 2011
Abstract: In an ever increasing competitive scenario, delivery of high quality service by service providers plays an important role in creating a differentiating factor. Understanding the need and expectations of the different customer segments is important for meaningful service delivery. The gap between the customer expectation and perceived levels of service leads to the negative consequences for the organisation in the form of customer switching behavior and increased defection rates. The objective of this study is to identify the existing gaps between customer expectation and customer satisfaction levels of different customer categories with respect to the services being offered by the banks. A survey instrument is used as a tool for collecting the primary data while mean and the standard deviation are used as the statistical tools along with representative sampling technique to derive the results.
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