Service Quality: An empirical study of Expectations versus Perceptions in Retail Banking

Authors

  • Usha Arora Professor, Haryana School of Business, Guru jambheshwar University of Science & Technology, Hisar
  • Bhavna Vashishat Lecturer, School of Management Studies, B.P.S. Mahi/a Vishwavidyalaya, Khanpur Kalan, Sonipat

Keywords:

Service Quality, SERVQUAL, Banking Services, Commercial Banks, Cranach 'sAlpha.

Abstract

This paper examines and measures the quality of services provided by Indian commercial banks in India. The expectations and perceptions of borrowers regarding service quality dimensions are composed and service quality of banks is measured regarding credit schemes. In this study, total service quality is measured in five dimensions with the help of a structured questionnaire filled by borrowers of banks. The SERVQUAL instrumen_t has been used for the measurement of service quality in banks. The study brings out a gap between the expectations and perceptions of borrowers regarding service quality in banks.

Downloads

Download data is not yet available.

Downloads

Published

2011-06-02

Issue

Vol. 5 No. 1 (2011): Gyan Management Journal, (Jan-Jun) 2011

Section

Articles

License

Copyright (c) 2022 Gyan Management Journal

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite

Arora, U., & Vashishat , B. (2011). Service Quality: An empirical study of Expectations versus Perceptions in Retail Banking . Gyan Management Journal, 5(1), 35–44. Retrieved from https://acspublisher.com/journals/index.php/gmj/article/view/735