Published Paper Details:

Purpose: The present study is an attempt to analyze the gap between customers expectations and perceptions towards banking services in Wardha City. Design / methodology / approach: A research model is developed based on the literature. For the purpose of study data collected from 300 bank customers from Wardha City of Maharashtra. By using in structured questionnaire, statistical measure like Mean has been used for analyzing the data. Findings: The results reveal that the expectations of the banking customers exceeded their perceptions in all the five dimensions i.e. Tangibility, Reliability, Responsiveness, Assurance and Empathy. The Tangibility dimension has the highest gap scores in the expected v/s perceived level of service quality followed by Responsiveness and Empathy whereas the gap score is lowest for the dimensions Reliability and Assurance. Contribution of the study: The result of this study provides a valuable reference to the bankers in Wardha city to focus relatively more on dimensions having the highest gap scores in the expected v/s perceived level of service quality for improvement.