Assessing consumer perceptions of service quality in banking sector through servqual
Krupamani, Uma TG
The SERVQUAL model proposed by Parasuraman et al., (1988) identifies five dimensions which are globally established standardised tool are used to measure the Service Quality of the banks. The current paper is imperative to identify the most effective ways of closing service quality gaps and choose which gaps to focus on. The service sector considers three additional P's of Marketing Mix, People, Physical Evidence and Processes. Service mechanism has to imbibe these to lead to service delivery. The Service Quality and Service Delivery is heavily dependent on these 3 P's. The paper investigates the various dimensions of service quality.