Gap Analysis in Service Quality Through SERVQUAL Model:A Study in Private Bank, Pune City

Service is an activity that creates value and provides benefits for customers at specific time. Service quality seems to be a moral string for every organization. In today’s competitive scenario, service quality, customer satisfaction and loyalty are becoming principal challenges for every organization and they are in a position to create and monitor new touch-points for their best performance in order to manage customer are always probing for high quality services in every interaction with the organization, gaining knowledge of novel skills, advancement of efficiency, learning to compete for each sector and deprived service qualities practiced if any, by the organization can pave a way to competitive disadvantages.
It is seen from the sequence of earlier research work in fiscal service organization that the relationship between Service Quality, Customer Satisfaction and Loyalty has been studied only in commercial banks encompassing public sector, private sector banks and foreign banks with several of service quality and its impact on satisfaction and loyalty in the banking sector. This is the major gap actually identified and this study put forth an attempt in evaluating the service quality and its impact on customer satisfaction and loyalty in the above sector through SERVQUAL model.