IDENTIFYING THE SERVICE QUALITY GAP TOWARDS RTGS BANKING SERVICES IN CHENNAI

Abstract

The present study is regarding the influence of service quality on customer satisfaction in Chennai. The main aim of the study was to measure the service quality gap between expectations and perceptions. The convenient sampling method was used in this study. A sample of 100 residents in the flats was conveniently selected. Measurement scales were adopted and slightly modified and each dimension contained 22 items based on SERVQUAL, which were measured on a 5-point scale ranging from Strongly Agree with a weight of (5) to Strongly Disagree with a weight of (1).  The gap analysis was performed in this study.  The result of this study found that the biggest factor that influences Customer Satisfaction was Service Quality. This study also indicated that apart from service quality several other factors also influence the satisfaction. The largest gap of a value 0.27 was for service quality attribute 3. While the smallest gap of a value 0.04 was for service quality attribute 2. Service quality attributes 3 and 17 have no significant difference between service quality perception and service quality expectation other than these two attributes there is significant difference exists. This study says that, most of the service quality attributes are positive.