Management of Customer Services in Indian Banks using GAP Model
Suhas D1, H N Ramesh2

1Mr. Suhas D, Research Scholar, Institute of Management Studies, Kuvempu University, Shankaraghatta, Shimoga (Karnataka), India.
2Dr. H N Ramesh, Professor and Chairman, Institute of Management Studies, Kuvempu University, Shankaraghatta, Shimoga (Karnataka), India.
Manuscript received on 27 November 2019 | Revised Manuscript received on 04 December 2019 | Manuscript Published on 10 December 2019 | PP: 860-863 | Volume-8 Issue-3S2 October 2019 | Retrieval Number: C12601083S219/2019©BEIESP | DOI: 10.35940/ijrte.C1260.1083S219
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Abstract: In present days banks are offering technological embedded facilities to customers to enhance banking services easy and quickly. Each and every customer have their own expectations and perceptions towards banking services, electronic banking is not an exception. The attempt has been made to assess the Service quality by banks in terms of customers’ perceptions and expectations. The growth of electronic banking has transformed the essence of customers and banking alliance that shows a huge advantage beyond classical banking services. Banks are offering various services to customers, but the customers are unaware of these services, and the practice of these facilities does not go with customers’ expectations. Knowledge about electronic banking helps to get maximum satisfaction in banking services. This paper made an effort to analysis the GAP among customers’ expectations and perceptions of electronic banking facilities. 85 samples have been collected and analyzed using a gap analysis.
Keywords: Technological, Service Quality, Expectations, Knowledge.
Scope of the Article: e-governance, e-Commerce, e-business, e-Learning