Analysis of Gap in Service Quality of Banks Through Servqual

Bank customers in the present changing scenario of banking, see an exciting explosion of choices and options regarding banking products and services. Bankers have realized that competition can be well managed by differentiating through quality. Service quality has become crucial in establishing and sustaining satisfying relationship with the customers. Parasuraman, Zeithaml and Berry (1985) defined service quality as a measurement of the difference between customer expectation and their perceptions of the service experience. They proposed five dimensions of service quality such as Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study is based on this SERVQUAL scale, covering 200 customers of the select commercial banks located in Erode District of Tamil Nadu. Factor Analysis has been employed to analyse the data. The findings of the study indicated higher gaps for the service quality dimension Empathy’. Further, customer expectation and perception scores do not support the five factor SERVQUAL proposed by Parasuraman, Zeithaml and Berry (1985).