International Journal of Commerce and Economics

authors
Roni Jain Raju

abstract
The banking and financial service sector in India is in a stage of rapid transformation. In order to withstand in this competitive era, bank marketers need to be attentive about the service dimensions that are used by customers in selecting banks. If the bankers are successful in understanding this service dimensions, then the bankers can make the gap between the expectation and perception to minimum. In the present study, for measuring the service quality, SERVQUAL Model is used to analyze the difference between service quality expectation and service quality perception of dimensions like assurance, tangibility, reliability, responsiveness and empathy. The present study measures the service quality of State Bank of India in Kottayam District. The study period covered four months starting from October 2020 to January 2021. The study revealed that customers of State Bank of India has higher gap with empathy dimension and lower gap with tangibility dimension.