Journal de l'économie mondiale

Service Quality Gap in Public Sector Banks in Madurai

Abstract

Selvaraj N

Customer choice and awareness have been increasing tremendously during this decade because of more transparency in the economy, the advent of information technology, media revolution and besides hectic competition for resources among banks. Service quality is a judgmental issue relating to the different between an individual’s expectation of a service and the actual service performed. Many definitions are presented to the concept of service quality. In the present paper the customers’ service quality gap in public sector banks is measured for each of the service items under the ten broad dimensions. A close perusal of the data provided in the table indicates that among the six broad categories, the average score for the service quality on the tangibility dimension was found to be the highest for the perceived level for “availability of bank stationery” and desired level for “adequacy of space and layout of counters.