Service Quality Gaps Banking Industry: A Comparative Study

Financial services generally undifferentiated products, it becomes imperative for service organization to strive for improved service quality if they want to distinguish themselves from the competition (Stafford, 1994). Several researches show that service quality is a significant issue which is used in positioning and marketing of organization. In banking also, Service Quality has been one of the concerns. This has been necessitated by the unbending rivalry in the banking industry. Banks are go-getting hard to offer quality services and products in a proffer to maintain existing customers and woo new ones as well.