Service Quality of Post Office Saving Bank: A study of Perceptions and Expectations from Perspective of Customers

The main objective of this paper is to study the service quality level of Post office Saving Bank by analysing differences between customers’ perceptions and their expectations regarding quality of service.

The paper applies ‘Simple random sampling technique’ taking sample size of 200 customers from branches of ‘India post’ across the State of Punjab. The study uses modified SERVQUAL, a research Instrument. Exploratory Factor Analysis (EFA) and Independent Sample T-Test are also for the purpose of analysis.

The findings of the study revealed significant differences between perceptions and expectations of customers thereby implying negative service quality gap for most of the items seeking attention of top management.

This study will be extremely useful for the top management as it pinpoints the areas of service shortfalls which need improvement. Moreover, the study provides some directions for further research in the same area as well as in other areas.

This paper explores new directions in service quality gap for Post office Saving Bank's Customers.