A Study of Service Quality with Special Reference to Financial Sector

In the growth of any country banking sector plays a vital role. There is a lot of difficulty and possible clash in public service environment due to its complexion. It is hard to measure the service quality in the service sector in comparison to the manufacturing sector. Every bank have a diversity of services. Due to this variation, the services in the industry are heterogeneous in nature. As the services cannot be seen it is very difficult to compare the services. The study initially explains the concept of service quality and further explains the service quality gaps. In this research, primary and secondary sources had been used for data collection. In the present study the responses of 100 respondents of State Bank of Patiala, Ahmedgarh (Punjab) are analyzed. The SERVQUAL scale is used to find out the gaps between customer expectations and customer perceptions with an aim to improve the quality of services.