Comparative Service Quality Assesment of SBI & HDFC Using Servqual Model.

Public sector banks like SBI are in tremendous pressure from private sector banks like HDFC & ICICI. Public sector banks are realizing the significance of customer-centred philosophies and are turning to improve service quality to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL is an effective model for analysis of the difference between customer expectations and perceptions in the banking sector. The paper seeks to Comparative study of service quality i.e. perceptions and expectations of SBI with HDFC banking customers at Aligarh by using SERVQUAL model. The study consists of a sample of 100. 50 respondents each Bank randomly selected at different branches of SBI and HDFC at Aligarh out of the total banking customers of these two Banks. The study finds significant gap between HDFC and SBI on the five dimensions of SERVQUAL model.