A Study On Measuring The Service Quality Gap of Banking Sector

Service quality in banking sector is the most important criteria and asset for evaluating the satisfying customers. This study was carried with the objective of understanding the gap exist between the customer expectation and perception. This paper attempts to make comparative analysis of customer satisfaction between the public and private bank in Thanjavur district. To compare the service quality between customer perception and expectation, SERVQUAL modal is used to analysis the gap by using the various dimensions in service quality. The statistical tools are used to find the relationship between the variables in service quality dimensions. Hence this study on customer service quality of public and private bank was measured and the gap exist between them was analysed.