Gap analysis of service quality in banks using ‘servqual'model – a study with special refrence to catholic syrian bank in Kerala

Customer satisfaction has become a major source of concern in retail banking business. With exceptional progress in the establishment of banks in India, banks are increasingly interested in retaining existing customers and targeting new customers. In this paper, it is proposed that quality of service is an indicator of customer satisfaction. Measuring service quality involves objective feedback about existing customers of CSB LTD, Parappur with respect to their expectations and services offered. Performance of a bank may be evaluated with regard to a set of satisfaction parameters that indicate the strengths and weaknesses of an organization. Standard scale of SERVQUAL developed by Parasuraman et al., has been used to conduct the survey. This study is based on five overall dimensions of customer satisfaction with services provided by CSB LTD, Parappur. The five dimensions used to measure service quality are tangibility, reliability, responsiveness, assurance and empathy. This study gives useful insights to boost customer satisfaction towards CSB.