Comparison of Expectation and Perception of Service Quality in Private Sector Banks – Gap Analysis

Abstract

Human resource strategies have to take a shift to a higher level and transform themselves as Internal Marketing strategies. To achieve long term profitability and high value customer base, service organizations need to evaluate their appraisal system, check ‘employee-centric’ quotient in their HR strategies and ensure that customer satisfaction is achieved through employee satisfaction. Total quality management comprises five dimensions of service quality in the service sector especially in the banking industry. They are tangibility, reliability, responsiveness, assurance, and empathy. This study has been made an attempt to compare the expectations and perceptions towards service quality