Title: Service quality gap and customers' satisfaction of private sector banks: an empirical study

Authors: Sunayna Khurana

Addresses: ICFAI National College, SCO: 105-107 Sec 14, Hissar, Haryana, 125001 India

Abstract: In an increasingly competitive global financial system, banks seek competitive advantage through better service quality. This research paper investigates the level of customer satisfaction with the service quality of private banks. A structured survey was conduced in Hissar district, India, with a sample of 250 respondents who had at least one savings account in a private sector bank. The questionnaire was based on widely accepted SERVQUAL model (Parasuraman et al., 1985, 1988, 1991). A descriptive statistics analysis (mean and paired t-test) was used to evaluate the level of service quality of India|s private sector banks from the customers| perspective. This study examined the service quality gap by comparing customers| expectations and actual perceptions. This study also focused on customers| satisfactions towards the various service provided by private sector banks. The results of the study indicated that the overall service quality provided by the private banks was below customers| expectations.

Keywords: private banks; expectations; perceptions; customer satisfaction; service quality; India; bank services; banking industry.

DOI: 10.1504/IJECRM.2010.031384

International Journal of Electronic Customer Relationship Management, 2010 Vol.4 No.1, pp.87 - 95

Published online: 02 Feb 2010 *

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