Vol. 2, Issue 8 (2015)
Comparison of performances and expectations of Banks customers about various dimensions of Service Quality Model
Abstract: This paper examines the customers’ expectations and their perceptions related to various services offered by banking industry. Customer satisfaction being the top priority across all industries, we find the determinants of service quality and performance in banks. Being service industry there may be a big difference between expected and perceived service quality. Expectation of the customers with regards the service can vary based on a range of factors such as prior experience, personal needs etc. the quality of service is determined on five dimensions which are: Reliability, Responsiveness, Assurance, Empathy and Tangibles. SERVQUAL modal is used to find the gap between expected and perceived service quality. Customers of two leading private sector banks HDFC & ICICI target population for the research, while sampling frame includes customers of these two banks in Sonipat district of Haryana state.