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One of the important prerequisite for the success of any service organization in general and banking sector in particular is the better Service quality. In view of this fact, service organizations require employees who give job performances that are perceived to be exceeding the expectations of the customers. With growing competition and advancement in technologies, the level of expectations of the customers increase considerably leaving no option for the service organizations but to improve and upgrade with those expectations. The efforts of the organizations would be to decrease the negative gap as much as possible between customer perception and their expectations of service quality. Existing research suggests that this gap between customer perception and their expectations of service quality was identified and presented in Gaps model by Parassuraman, et al. This gap was called as customer Gap or Expected Service-Perceived Service Gap. This Gap can be measured and estimated using SERVQUAL instrument also proposed by Parassuraman, et al. The study uses the SERVQUAL instrument to measure the Expected Service-Perceived Service Gap in private and public sector banks in Jammu and Kashmir. The data was collected from 1000 customers (500 each) of private and public sector banks located across Jammu and Kashmir. Reliability and validity tests were conducted followed by basic descriptive statistics. The gap score was calculated and their significance was tested using t-test. The gap score was used to test the proposed hypotheses. The results of the study reveal that the average customer gap score is more in public sector banks as compared to the private sector banks in Jammu and Kashmir
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[Sameer Jan Bhat, Irem Hussanie and Zubair Ahmad Khan. (2017); Gap Analysis- A comparative analysis of customer Gap between private and public sector banks in Jammu and Kashmir. Int. J. of Adv. Res. 5 (1). 890-906] (ISSN 2320-5407). www.journalijar.com
The Business School, University of Kashmir
Article DOI: 10.21474/IJAR01/2830 DOI URL: http://dx.doi.org/10.21474/IJAR01/2830
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