Banks are increasingly concerned about retaining existing customers and attracting new ones. At the same time customers’ expectations from service providers are also rising. In this paper, an attempt has been made to analyse the gap between perceived service quality level and expected service quality level of Internet banking users in Northern India with special reference to State Bank of India (SBI). Data has been collected from 300 users of Internet banking services of SBI. Data collected from primary sources have been analysed with the help of descriptive analysis, t-test and chi-square test by using Statistical Package for the Social Sciences 22.0 (SPSS). The results indicated that customers’ perceptions are lower than their expectations for the dimensions named ease of use, reliability, responsiveness, security, convenience, efficiency, technical characteristics, cost effectiveness and user involvement. The dimensions named accessibility and product portfolio are as per the banking customers’ expectations.
Gap, Internet Banking, Service Quality, Customer Expectation
