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Excellency in banking services - A new road map for banks in the emerging new competition

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Author(s): R. K. Uppal

Journal: Journal of Economics and Behavioral Studies
ISSN 2220-6140

Volume: 2;
Issue: 1;
Start page: 32;
Date: 2011;
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Keywords: Desirability and Availability of Service Quality | Gap between Desirability and Availability | Measures to Bridge the Gap

ABSTRACT
The widening gap between desirability and availability is becoming a major cause of dissatisfaction in the banking industry. The bridging of this gap is one of the solutions to make the customers delight. The present study analyzes the widening gap between desirability and availabilityregarding reliability, accuracy, confidentiality, flexibility, e-channels, high attention to customers, low service charges and overall satisfaction of customers in three bank groups i.e. public sector banks, Indian private sector banks and foreign banks. The survey was conducted in Chandigarh in the month of October, 2008. Three banks have been selected one each from three bank groups; PNB from public sector banks, HDFC bank from Indian Private Sector banks and Amro bank from foreign banks have been taken for consideration. On the basis of five point Likert type scale, survey concludes that desirability regarding all the parameters is very high as compared to availability of banking servicesand on the basis of this empirical survey, study recommends some measures to bridge this gap between the D/A of service quality parameters in the banking sector in the emerging competition.

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