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Finding Service Quality Dimensions and Measuring Service Quality Gaps: A Study on Service Quality of Indian Banks

Vol 7 , Issue 2 , July - December 2020 | Pages: 89-104 | Research Paper  

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Author Details ( * ) denotes Corresponding author

1. * Saugat Ghosh, Associate Professor, M.B.A., St. Xavier's University, Kollata, West Bengal, India (
2. Shuvendu Chakraborty, Associate Professor, M.B.A, St. Xavier's University, Kolkata, West Bengal, India (


Service quality of the banking sector is one of the major tools to retain consumers and identification of the service gaps is one of the primary responsibilities of the banks to enrich their service quality and gain more consumers. To understand the gaps of service quality, banks are required to have a primary understanding about the service quality dimensions of banking service. The difference between consumers’ expectation about the banking service and their perception about the received service could be measured as service quality gaps for banks. Knowledge about the gaps will provide banks to design more efficient services for their consumers and thereby attain higher level of consumer satisfaction. The present research, which is conducted on the Indian banks,identifies the service quality dimensions for the banking sectors. The work also provides a methodology to measure the difference between expected and perceived banking services. 


Service quality dimensions; Service quality gaps; Indian banking sector; SERVQUAL model; Perceived service; Expected service.

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