Application of PZB Service Quality Model in Identifying Service Quality Gap – A Study on State Bank of India

The PZB Service Quality Model is an effective tool to identify gaps in the service conceptualization, designing and delivering process. Reduction of gaps in the transaction of service between the service provider and customer is of critical importance as it affects the customer satisfaction level, customer retention probability and long term financial leverage of the service firm. The study aims to identify service quality gaps in the service transaction process between some selected branches of State bank of India, Kolkata, and its customers. To carry out the study the PZB Service Quality model has been used as a frame of reference and primary data has been obtained by using the SERVQUAL based questionnaire using a 7 point Likert scale. The data obtained were analyzed using the SPSS 16 (Windows version) software. Bivariate correlation was obtained to establish relationship between the perceived service quality [PSQ] of the customers and the service quality dimensions. Factor analysis method was used to reduce the number of variables to a manageable set and rotated component matrix was used to identify new locus of the factors pertaining to SERVQUAL dimensions. New dimensions identified were nomenclated.