A study on service quality gap in banking sector, with special reference to State bank of India in Salem city

Abstract

Service quality plays an important role in determining customer satisfaction. The difference between the expected service quality and the perceived service quality is said to be gap analysis of the customers. This study is measuring service quality of SBI by using most popular and success instrument ‘SERQUAL’ method developed by Parasuram et al (1985). SERQUAL examines five dimensions of service quality, tangible, reliability, responsiveness, assurance and empathy, each dimension measures both perception and expectation of the service, through subtracting perception score from expectation score is known as gap score called gap analysis. • Service – supplying of public needs such as product, transport, communication etc., • Quality – features and characteristics of a product. • Gap – Service between the expected and perceived.