Gap Analysis Of State Bank Of India

Hii sir, I wants to get the Information About the GAP Annalyses Studies of the Customer’s perception of service quality of State Bank of India - A Factor Analysis ?

As you Asking for the Information About the GAP Annalyses Studies of the Customer’s perception of service quality of State Bank of India - A Factor Analysis the information is given below

Customer service is an integral part of any organization. It is necessary to identify the key success factors in terms of customer satisfaction so as to survive in intense competition and increase the market share. Today, the concept of core banking has made ‘Any where and any time’ banking a reality.


Gap Analysis

According to Brown and Bond(1995), “The gap model is one of the best received and most heuristically valuable contributions to the services literature”. Gap analyses wereused to identify the causes of service quality shortfalls in each or all of the
dimensions.

Customers build an expectation of the service to be received depending on four factors. These are, word of mouth communications obtained from friends and acquaintances, personal needs, past experience and communications put out
by the service company create their own expectations.

Objectives of the study
The current study was aimed at evaluating the service quality
of State Bank of India.

To support the objective of the study SERVQUAL technique was adopted by using 22 variables grouped under five dimensions, Tangibility, Reliability, Responsiveness,
Assurance and Empathy using 7 points Lickert scale

Limitations of the study


The following are the limitations of the study
The study was based on the perception of customers of only five branches of State Bank of India in Coimbatore district.
The study concentrates only on qualitative aspects.
Non-probability convenience sampling technique was applied in the selection of bank customers.

Average Gap Score of State Bank of India

Tangibility E
E1.Excellent banking companies will have modern equipment as well as large ATM
network 6.832
E2.Excellent banks have convenient
branch locations 6.200
E3.Materials associated with the service (such as pamphlets or statements) will be
visually appealing at an excellent bank. 5.840
Total 18.872


Annalyses Studies of the Customer’s perception of service quality of State Bank of India - A Factor Analysis





For more details you may Consider the below Attachement that is Free to Download

Attached Files Available for Download

Annalyses Studies of the Customer’s perception of service quality of State Bank of India - A Fac.pdf (243.9 KB, 11 views)

__________________
Answered By StudyChaCha Member