An Empirical Study of Gap Analysis of Service Quality in Select Private Sector Banks

9 Pages Posted: 20 Nov 2015 Last revised: 26 Dec 2015

Date Written: November 16, 2015

Abstract

The present study evaluates the customer perceptions of service quality in select private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used for 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.

Keywords: Service Quality, Tangibles, Reliability, Responsiveness, Assurance

JEL Classification: M31, M37

Suggested Citation

Miryala, Ramesh, An Empirical Study of Gap Analysis of Service Quality in Select Private Sector Banks (November 16, 2015). Available at SSRN: https://ssrn.com/abstract=2691473 or http://dx.doi.org/10.2139/ssrn.2691473

Ramesh Miryala (Contact Author)

Mahatma Gandhi University ( email )

Nalgonda
Telangana
Nalgonda, 508254
India
09849635938 (Phone)

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