Service Quality Gap of Foreign Banks in India using PZB Service Quality Model - an Empirical Study

Objectives: The aim of the study was to investigate the factors that are associated with customer satisfaction among the customers of Indian Foreign Banks in Tamil Nadu. The customer satisfaction was evaluated by applying Gap Model of service quality proposed by Parasuraman, Zeithaml, and Berry. Methods: A survey using structured questionnaire was conducted among 275 customers in Tamil Nadu, India, to measure the five gaps proposed by the model. The differences between the perceived quality and the services provided were analyzed with parameters such as Need Analysis, Service Features, Infrastructure and Behavior of Bank personnel. Result: After analyzing each factor on Customer Satisfaction parameters the most important one was inferred. Conclusions: Service gap can be a useful framework in assessing quality of care and product offerings provided to the customers.