Customer Perceptions and Expectations of Service Quality in Banking Sector
The gap model of service quality that provides the structure for this text was presented in Valarie A.Zeithaml, A.Parasuraman and Leonard L.Berry, Delivering Quality service: Balancing customer perceptions and expectations (New York: The Free Press, 1990).
The model on which this paper is taken from V.A.Zeithaml, L.L.Berry and A.Parasuraman, “The nature and determinants of customer expectations of service.” Journal of the Academy of Marketing Science 21 (Winter 1993), no.1 (1993), pp. 1-12.
R.B.Woodruff, E.R.Cadotte, and R.L.Jenkins, “Expectations and norms in models of consumer satisfaction,” Journal of Marketing Research 24 (August 1987), pp. 350-14.
Parasuraman, Zeithaml, and Berry, “SERVQUAL: A Multiple- item scale”. Details on the SERVQUAL scale and the actual items used to assess the dimensions of Service quality.
Management Research Methodology “Integration of principles and techniques”-Krishnaswamy K.N.Appa Iyer Sivakumar, Mathrajan.M, Pearson Education (2009), pp.285-86.
Research Methodology –C.R.Kothari, New Age International Publications, pp.15.
Banking-New Directions of Growth -Nair M.V,The Hindu-Survey of Indian Industry 2010, pp.60-61.
Stastistical methods for practice and research-A guide to analysis using SPSS-Ajai S.Gaur,Sanjaya S.Gaur, SAGE publications (2009),100-116.
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