Service quality gap and customers' satisfaction of private sector banks: an empirical study
by Sunayna Khurana
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 4, No. 1, 2010

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.

Online publication date: Tue, 02-Feb-2010

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