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Examination of Service Quality Gaps: Evidence from State Bank of India

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Green and Lean Management

Part of the book series: Management and Industrial Engineering ((MINEN))

Abstract

The present research paper deals with measuring service quality of State Bank of India on customer satisfaction. The study is based on SERVQUAL dimensions , a diagnostic model developed by Parasuraman et al. (J Retail 64(1):12–40, 1988), which measures customers’ expectations and perceptions of quality of banking services . The research tends to evaluate the significant difference in satisfaction with service quality of banking services through expected and perceived services on SERVQUAL dimensions. Self-administered pre-structured and close-ended questionnaire was used to solicit responses of 300 customers of the leading public sector bank who have also account in any other bank. This present study makes empirical analysis of collected data through SPSS 21 software by different statistical tools like Reliability test for judgment of internal consistency of collected data and paired t test. The study concludes that neither urban nor non-urban branches of the studied bank supersede the other branches in all five dimensions of service quality. It, further, infers that close monitoring of the quality can improve customer retention and their trust on public sector banks .

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Authors and Affiliations

  1. Department of Management Studies, Basantidevi Management College, Kolkata, West Bengal, India

    Nilanjan Ray

  2. Department of Management Studies, Sunbeam College for Women, Varanasi, India

    Anshuman Bhattacharya

Authors
  1. Nilanjan Ray
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  2. Anshuman Bhattacharya
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Correspondence to Nilanjan Ray .

Editor information

Editors and Affiliations

  1. Department of Management, University of Minho, Braga, Portugal

    Carolina Machado

  2. Department of Mechanical Engineering, University of Aveiro, Aveiro, Portugal

    J. Paulo Davim

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Ray, N., Bhattacharya, A. (2017). Examination of Service Quality Gaps: Evidence from State Bank of India. In: Machado, C., Davim, J. (eds) Green and Lean Management. Management and Industrial Engineering. Springer, Cham. https://doi.org/10.1007/978-3-319-44909-8_6

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  • DOI: https://doi.org/10.1007/978-3-319-44909-8_6

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-44907-4

  • Online ISBN: 978-3-319-44909-8

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