AN ASSIGNMENT

ON
RESEARCH OF EXPECTED AND PERCEIVED
SERVICE QUALITY
ON
BANKING SERVICES
Presented by
TEAM 8
Product

Banking Sector

Most visited bank (In India): State Bank of

India
Five i!ensions of Service
"ua#ity

Tangib#es $ Interiors and e%teriors de&end

and !aintained' (ocation favourab#e for
t)e custo!ers and E!&#oyees a&&ear
neat and *e## groo!ed

+e#iabi#ity $ Service in a &ro!ised !anner

of ti!e' Previous#y arranged service fro!
t)e first !eeting and on*ards service
*it)out !istakes

+es&onsiveness $ +eady to )e#&' +eady

to &rovide custo!ers *it) ans*ers and
!aintain ti!e#ess in ans*ering t)e
custo!ers

Assurance , Maintain friend#iness *it) t)e

custo!ers' Professiona# in t)eir a&&roac)
to*ards t)e custo!ers and !aintain
!ateria# and &ersona# safety #f t)e
custo!ers

E!&at)y (understanding t)e custo!er) $

(ook after t)e individua# care of t)e
custo!ers' Treat t)eir custo!ers )onest#y
and e!&at)etica##y understand t)e s&ecific
custo!er-s need.
Service "ua#ity /a&s

Gap 1 $ t)e ga& bet*een custo!er

e%&ectations and !anage!ent-s
&erce&tions of t)ose e%&ectations

Gap 2 $ t)e ga& bet*een !anage!ent-s

&erce&tion of *)at t)e custo!er *ants
and s&ecifications of service 0ua#ity

Gap 3 $ t)e ga& bet*een service

!anageria# 0ua#ity s&ecifications (0ua#ity'
for!s of de#ivery) and t)e actua# de#ivery
of t)e service

Gap 4 $ t)e ga& bet*een service de#ivery

and *)at t)e co!&any &ro!ises to t)e
custo!er t)roug) e%terna# co!!unication.

Gap 5 , +e&resents difference bet*een

custo!ers e%&ectations regarding t)e
service and t)eir &erce&tion about t)e
s&ecific service.
Prob#e! State!ent
A custo!er-s e%&ectation and &erce&tion
of service 0ua#ity' *)en surveyed' *i##
&rovide significant infor!ation t)at can be
used by 1+ &ersonne# to e#i!inate t)e
ga&s in service 0ua#ity.
Met)od of Ana#ysis

Survey "uestionnaire

(ikert Sca#e

Mean +ating

Standard eviation
Assurance
+e#iabi#ity
+es&onsiveness
Tangibi#ity
E!&at)y
Findings
Fro! Tab#e 2 :

It &resents average grades (arit)!etica#

!eans) of 0uestions *)ic) are connected
to e%&ectations and &erce&tion of
custo!ers and standard deviation.

3a#ues of arit)!etica# !eans on sca#es of

e%&ectations are fro! ------ to $$$$$$.

3a#ues of arit)!etica# !eans on sca#es of

&erce&tions are fro! $$$$$ to $$$$$
4onc#usion

T)e resu#ts of t)e researc) s)o*ed t)at

t)e custo!ers are not genera##y satisfied
*it) Bank services. T)eir e%&ectations
*ere )ig)er t)an t)eir &erce&tions of
0ua#ity services in a## factors.

Tota# Serv0ua# /a& is negative.

In order to !ini!ise t)e ga& bet*een t)e

custo!ers e%&ectations and t)eir
&erce&tions of actua# service de#ivered'
t)e !anagers and e!&#oyees in t)e Bank
)as to ensure t)at every contact *it)
custo!er resu#ts in &ositive e%&erience.