Service Quality Gap Analysis in Indian Banking Industry:A Perspective from Customer and Officials

The present study assesses the perceptions of service quality in Indian banking industry from the perspective of both customers and bank officials. A questionnaire was used to survey a sample of 253 customers and 253 bank officials who linked with the various bank branches at Madurai District in Tamilnadu. The statistical analysis was used (factor analysis, one way analysis of variance) to evaluate the service quality in the Indian Banking industry from both the customers and the bank officials perspectives and to investigate the four gaps: between customers expectations and their actual perception; between bank officials perceptions of customers expectations and the actual expectations of customers; between bank officials perceptions of a banks service delivery and customers actual perceptions of the service; and between bank official's perceptions of customers expectations and bank officials perceptions of their banks service delivery. The results showed that customers perceptions of service quality provided in the Indian Banking Industry were consistently lower than their expectations. The bank officials over estimated about their service delivery in meeting customers expectations of service quality. From the result of gap analysis, it might be concluded that the service quality gap and delivery gap ivere the main reasons contributing to the service quality shortfalls in the Indian banking industry.