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Vanniarajan, T.
- Service Quality Gap Analysis in Indian Banking Industry:A Perspective from Customer and Officials
Authors
1 NMSSVN College, IN
2 Department of Commerce, Dr Zakir Hussain College, Tamil Nadu, IN
Source
PES Business Review, Vol 4, No 1 (2009), Pagination: 81-93Abstract
The present study assesses the perceptions of service quality in Indian banking industry from the perspective of both customers and bank officials. A questionnaire was used to survey a sample of 253 customers and 253 bank officials who linked with the various bank branches at Madurai District in Tamilnadu. The statistical analysis was used (factor analysis, one way analysis of variance) to evaluate the service quality in the Indian Banking industry from both the customers and the bank officials perspectives and to investigate the four gaps: between customers expectations and their actual perception; between bank officials perceptions of customers expectations and the actual expectations of customers; between bank officials perceptions of a banks service delivery and customers actual perceptions of the service; and between bank official's perceptions of customers expectations and bank officials perceptions of their banks service delivery. The results showed that customers perceptions of service quality provided in the Indian Banking Industry were consistently lower than their expectations. The bank officials over estimated about their service delivery in meeting customers expectations of service quality. From the result of gap analysis, it might be concluded that the service quality gap and delivery gap ivere the main reasons contributing to the service quality shortfalls in the Indian banking industry.Full Text
- Relative Importance of Servqual Dimensions in Indian Service Sectors
Authors
1 NMSSVN College, Madurai, IN
2 Sona School of Management, Salem, IN
Source
PES Business Review, Vol 3, No 2 (2008), Pagination: 3-14Abstract
The Indian Service Sector is facing inter-changes in the economy especially after globalization. The entry of private and foreign companies puts a high pressure on government owned companies and challenges the provision of services at the international standards. These changes result in higher focus on non-price strategy especially service quality of the companies. Each company wants to become more customer centric for their survival and growth. Even though there are so many studies related to service quality and its consequences, only a few studies are related with the relative importance of service quality dimensions in various service sectors as per their customers' view. Hence the present study focuses to fill up this research gap.
The study includes five service quality dimensions proposed by Parasuraman et.al., (1986). The included service sectors are Banks, Insurance, Hotels, Restaurants, Health Care Centres, Transports and Educational institutions. The customers of the above said seven sectors have been included for the present study. The relative importance of each service quality dimension is measured in all seven sectors with the help of paired comparison and 't' test. The results suggest that the relative importance on service quality dimensions in the service sectors is statistically different. Hence, it is highly essential to use the weighted SERVQUAL/SERVPERF scale to evaluate the service quality analysis in any service sector.
Keywords
Service Quality, Growth, Indian Service Sectors, Non-Price Strategy.Full Text