*Assistant Professor, School of Management, Adamas University, West Bengal, India
**Assistant Professor, Department of Management Studies, Meghnad Saha Institute of Technology, West Bengal, India
Online published on 12 May, 2017.
The present study empirically aimed to bring the service quality gaps by customers regarding the banking services render by State Bank of India. Service quality has become as one of the major factors of the client satisfaction. This study aims to capture on different dimensions of SERVQUAL tools as proposed by Parasuraman, Zeithaml and Berry (1985, 1988). According to this tool, this study has been measured based on five dimensions, i.e. Reliability, Assurance, Empathy, Responsive and Tangibility to identify the gaps Expectation Vs Perception. This study is a cross-sectional survey that employed the use of pre-structured questionnaire to collect primary data from a sample of 120 respondents through personal contact, field survey and email. Collected data have been analyzed through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t-test.
Online Banking, Customer service quality, Service quality Gaps, SERVQUAL dimensions
