SERVICE QUALITY GAP ANALYSIS IN THE INDIAN BANKING SECTOR- “A CUSTOMER PERSPECTIVE REVIEW”

Service quality plays a vital role in determining customer satisfaction. The difference in the expected service quality and the perceived service quality is the gap basis the SERVQUAL model developed by Parasuram et al., (1985) in which there are five criteria for finding the gap between the expectation and perception which are tangibility, service quality, assurance, responsiveness and reliability. The objective of the paper is to identify the gap between the expectation and perception of the Indian customers regarding the Banking system of India. Data was collected from 250 banking customers in India using a structured questionnaire. Gap analysis and Paired sample T-test were used for the analysis of data. The study helped in finding out the gaps in the banking system and what the banks could improve upon to provide better customer satisfaction.